With Realtime Order Tracking, your customers will have live arrival times at their fingertips. The feature is simple to set up and use. It’s customizable and completely integrated within OptimoRoute’s planning process.

You’ll be able to send customers an email with the scheduled arrival time for your service. The email will also have a link to an order tracking page. Here they’ll see arrival times in real time – so they know exactly when to expect your service.

As well as taking your customer service to the next level, Realtime Order Tracking is also an excellent way of reducing customer service inquiries about order statuses and arrival times.

Realtime Order Tracking is available to all customers on an Enterprise account – contact Customer Support to upgrade your account.

step 1 Turning the Realtime Order Tracking feature on and off

You can turn Realtime Order Tracking on and off as often as you need to, depending on your preferences.

  1. Go to the Administration dropdown menu and select Settings.
  2. Select Order Tracking at the bottom of the menu at the left of the screen.
  3. Click on the Order tracking enabled checkbox. A blue tick means that the feature is on. To turn Realtime Order Tracking off, just click on the checkbox and the blue tick will disappear.

Now, you can start making configurations to the information that you send your customers.
Remember – the Realtime Order Tracking feature is made up of two parts:

A notification email with the scheduled arrival time or time window, according to the route that is initially planned. The email is sent just once.

A link to our order tracking page. The link is in the email, and customers can access the order tracking page as often as they like for real-time arrival times.

step 2 Customizing Realtime Order Tracking

Stay on the Order Tracking option of the Settings tab. The customization options are grouped into 3 sections. Simply type into each field what you want your customers to see:




Notification email

  • Information in the {brackets} can be inserted and removed. Click on the Insert Tag dropdown menu for a list of options.
  • Consider whether you want the email to show an ETA (according to the route that is planned), or a time window of 2 hours.

TIPGo to Localization (in Settings) to change Time settings, if needed.

This is the notification email that your customer would receive based on the above template:

TIPIf you change the name of the Action button label, remember to also change the name within the Email template.


ETA display

Information presented on the Order Tracking Page changes, as the arrival time approaches.

1Default settings are shown: a LIVE 2-hour time window is shown the day before service and the day of service.
2 2 hours prior to arrival an ETA and a countdown bar are also shown.
To change default settings you need to contact Customer Support.


When you have finished customizing, click Save.

step 3 Adding customer email addresses to your order import file

All you need to do is add a customer emails column, with an email address for each order.

If there are customers that do not want to receive an email notification, add another column labeled ‘Notifications’:

  • For those NOT receiving an email, the value in the cell needs to be off.
  • For those receiving an email, the value in the cell needs to be email.

step 4 Importing orders, editing, and planning routes

You can import and edit orders, and plan routes in advance or on the day.

  • In the Plan and Optimize tab, import your order file, plan your routes and share them with your drivers. Click HERE for more information on these steps.
  • Edit email addresses as needed, or change/update customers’ receive/don’t receive email preference. This can be done per order, or in the Bulk Edit Orders box.

The routes are now planned and every order has been scheduled. At this stage, you can share the routes with your drivers, or move on to sending the notification emails.

step 5 Sending notification emails

Notification emails can be sent in advance or on the day that the service will take place – as long as the order has been scheduled.

    • Click on the Share Routes dropdown menu and select Send order notifications.
    • Check the information in the box that appears – if it is correct, click on Send notifications.

  • Notification emails can be sent in advance or on the day that the service will take place – as long as the order has been scheduled.
  • If you use Weekly Planning (to plan for a period of more than one day), you can send emails in advance – just change the date in the calendar as needed, and send emails for one date at a time.
  • The gray status bar lets you know whether the emails for the date selected have not been sent (orange) and sent (green).
  • If you add new orders to routes for which notification emails have already been sent, you’ll see a reminder on the gray status bar – click on it to send notifications for newly added orders.
  • Here you will also be reminded to share the routes with your drivers if you have not already.

TIP If you replan or add new orders during the day, you don’t need to worry about flooding your customers’ inboxes with emails. Notification emails are sent to each customer only once – so, only the customers from newly added orders will be sent emails.