Proactive alerts
Proactive alerts in Track, provide you with an advanced warning on potential delays to your deliveries. These are time-triggered alerts that detect if there is a disruption to your shipments. This occurs even if the carrier hasn’t provided a tracking update.
For example, a group of shipments are delayed due to a seasonal peak period and have not left the warehouse. Because of this, tracking data may not be received from the carrier for a few days, which results in a delayed delivery and no update provided via tracking.
Proactive alerts highlight any potential delivery issues and provides hindsight ahead of a carrier confirming a shipment delay or problem. Using this data, you can notify customers by sending bulk email notifications to those with affected shipments.
This can help reduce Where Is My Order? (WISMO) inquiries from your customers with improved visibility and estimations.
Note
The set up of Proactive Alerts requires development work by Sorted engineers. If you are interested in this feature, please contact your Sorted account manager.
View your alerts
To view the Proactive alerts page:
- In Track, go to Dashboards
- Click Proactive alerting
Proactive alerting page
When you land on the Proactive alerts page, you’ll see the red, amber and green (RAG) alert tiles as well as the total volume of monitored shipments at the top. These are the total alerts that have been flagged for each RAG status.
The whole page operates off real-time data which can be updated by clicking the refresh icon in the top-right.
Alerts by carrier
Below the RAG tiles are the total alerts flagged per carrier. If you have multiple services for a single carrier, they will be combined into a single row for the total alerts for that carrier.
This can help you highlight if there are any issues on the carrier side that you might not have been notified of.
Alerts watchlist
The red and amber alerts watchlist displays the top five of each rule alert. An alert will move from green, to amber, to red once it crosses the rule threshold that's configured in Track.
To view a list of all red or amber alerts, click View all alerts next to the title for a full list of all the shipments affected.
On this page, you can filter each alert by using the Alert tags search bar at the top of the page.
This lets you filter the alerts by carrier(s), country and other useful filters to help return targeted alerts.
View shipments in an alert
To view the shipments affected in an alert:
- Click a direct alert from the watchlist
- All shipments in the alert are listed
- You can click an individual shipment for more information
From this page, you can also send a bulk email notification to the customers affected. For more information, see the section below on how to send an email notification.
You can also export the shipments in that particular alert by selecting Export in the top right of the page.
Send an email notification
Once you’ve clicked an alert, you can send an email notification if you want to inform the customers expecting their shipment. You must first have an email connector and template set up in Track.
For example, if you want to send a notification for shipments that are delayed, you will need to create a ‘delayed’ or ‘late delivery expected’ email template to address the issue and fit with your organisation’s brand and tone of voice.
If your Track system doesn’t have an email connector set up, click to view our guide on how to set up notification connectors and return to this page to complete the process.
To send a notification from the Proactive alerts page:
- Click a red or amber alert from the watchlist
- Click the Send email button of that alert
- Click to select an Email connector from the dropdown
- Select an Email template from the dropdown
- Click Send email
Your template will be sent to all the customers affected in the proactive alert
Next steps
Read on for more info: