WAY-Plan: How to activate and customize SMS sent to passengers

In WAY-Plan, the automatic sending of SMS  to passengers is a valuable tool for improving service quality and reducing no-shows or delays. However, all the right conditions must be met for the messages to be sent correctly. Here are the steps to follow, in order, to ensure a smooth operation.

1. Verify that you have SMS messages in stock.

First, go to the SMS menu in your interface. A red box in the top right corner displays the number of SMS remaining in your account. If this balance is zero, no messages can be sent. In that case, you'll need to top up your stock by purchasing a pack.

2. Activate the types of SMS to be sent to passengers.

Still in the SMS menu, select the "Passenger" tab. There you will find the different types of SMS that the software can send automatically.

For each message type:

• Check the ones you wish to activate.
• You can customize the raw text (e.g., "Hello, your driver is arriving.").
• Note: The tags in curly braces { }, such as {nom_passager} or {heure_prise_en_charge}, are automatic and must not be changed. They allow the system to dynamically replace these elements with the correct data.

3. Add translations if needed

Each SMS  can be manually translated into several languages. This allows you to adapt the message based on the passenger's preferred language, if this information is provided. To do so, click on the translation button, then enter your translated version in the designated fields.

4. Make sure that the customer profiles allow for SMS to be sent.

Activating an SMS in the main menu is not enough; you must also ensure that each customer profile allows for these messages to be sent. In the customer's profile, verify that the boxes corresponding to the SMS you have activated are checked.

5. Ensure that passengers have a valid number with the country code.

Finally, for the SMS to be delivered, the passenger must agree to receive SMS, and their phone number must be complete and correctly entered. This includes the international country code (e.g., +33 for France, +32 for Belgium). Forgetting this can completely prevent the message from being sent.

Sending SMS to passengers via WAY-Plan relies on several simple but essential checks: SMS stock, message activation, client configuration, and valid phone numbers. By following this checklist, you ensure that your passengers are always well-informed—a detail that makes all the difference in the perceived quality of your service.