Message Formats | Overview
- Cooper Blakemore
- Michelle Cabaya
- Amy Mangueira
This page is for the Operations App. For the Classic Operations App please see Message Formats (Classic Operations App).
Introduction to Message Formats
Message Formats are used to build custom email and SMS messages for customers (as well as X-Mobile Messages or Settlements for drivers). One of the most useful aspects of Message Formats is that you can include variable fields, such as a message with [CustName] automatically populating with the name of the customer receiving that message.
The most common use for Message Formats is to send customers Status Updates for their On-Demand or Routed Shipments, but you can also use them to email invoices, send settlements, reports, and more.
Both custom emails and custom SMS messages are configured on the same Message Format record, not on separate records, so it’s recommended you set them both up at the same time when creating a Message format. This way, later on, you simply will need to tick or untick a box for whether or not you wish to send an SMS message to a customer, along with the email message.
Once you have created a Message Format, you will need to update the record of the target so that they can receive it. The steps for different targets (drivers, customers, human resource records) are explained in the Target Setup section.
Note that the intended target/s (customers, drivers, etc.) will not be able to receive a given Message Format unless it’s enabled on each of their individual records.
All SMS functionality in the Operations App will not work unless it is enabled under Classic Operations App > Global Options > Misc tab > Enable SMS Text Notifications. Message Formats have several other dependencies. It’s recommended to read this page in its entirety before you begin to configure your Message Formats. A full list of dependencies are included at the end of the page.
Navigating to the Message Formats Module
You can get started by going to the 
Once you’re in the Message Formats module, you can use the 
You can also use the icons in the top right to 
You can use either the 
Creating and Editing a Message Format Record
Now that you have a Message Format record open, you can begin entering in key information.
General Tab
Any fields with an * are mandatory, so you’ll need to fill these out in order to save the Message Format.
Start by assigning an ID * and Description * to make it clear what this Message Format is for.
Next, select the Message Type, which is used to specify what this Message Format is for.
Customer On-Demand: For messages to be sent to customers during On-Demand shipment Status Events.
Customer Route: For messages to be sent to customers during Routed shipment Status Events.
Settlement Email: For messages that send Settlements.
Email Find results: For messages that send Find results.
X Internet: For X-Mobile Messages to be sent at X Internet Status Events.
Driver (deprecated): For messages sent when the Internet Status in the Internet Options tab of Global Options is set to "Off" and if using Q codes and ROWS Integration.
Return Email Name and Return Email Address * are used to receive responses to the message. You can also use CC Email Address to send a copy to that address every time an email message is sent out.
Message Subject is used for the email subject line; [OrderID] is included by default but you can add whatever variables here you desire, like [CustName], [DriverName], and so on.
Message Subject Example: for the Message Subject text “[CustName], your driver [DriverName] is on the way with your [OrderID].”, the email subject line would read:
Apropos, your driver John Smith is on the way with your Order #4567843.
Format Tab (Email Messages)
Under this tab, you can access the Message Format builder for emails. This simple drag-and-drop interface lets you pull over variable fields from the left to the box on the right.
You can then type in any other custom text you desire.
When you drag over a variable, you will be prompted for a maximum length of field permitted; this is how many characters the field is allowed to take up before it stops. For example, if you capped [OriginState] at 3, then NEBRASKA would come through as NEB. For unlimited characters, leave it blank and select the 
The available variable fields will depend on the Message Type selected, such as Customer On-Demand versus Customer Route.
Some of the variable fields use localized times:
Server Times: Invoiced, PickUpTimeFrom, DeliveryTimeFrom, Canceled
Origin Times: ReadyTimeFrom, ReadyTimeTo, PickedUp, AtOrigin, Confirmed, Dispatched, Ordered, Transmitted, ReceivedAtDock, UpdatedWhen, PickupETA
Destination Times: DueTimeTo, DueTimeFrom, AtDestination, Delivered, DeliverETA
You can add Client Portal links like Track Order URLs or Attachment URLs by using a Client Portal Punch-Through URL, great for giving your clients fast updates on the status of their shipment.
You can also see a visualization of the the Message Format by entering a random shipment ID or Stop ID into the Preview - Stop ID # field and selecting the 
Once you’re done, select the 
TIP: To learn the builder, you may find it a helpful reference to see how the standard messages are laid out. Type STANDARD into the
Using HTML in the Message Format Builder
The Message Format builder supports HTML, increasing your options for Message Formats. Even if you don’t have prior experience with HTML, there are some simple online editors you can use that make it easy.
Advanced Tab (SQL Statements)
The Advanced tab allows you to build and execute a custom SQL statement when the Message Format is triggered and/or use a Custom Report Format for the Message Format.
Select the Report Format you would like to use from the dropdown menu, if desired.
Use the drag-and-drop 
Use Preview - Order ID # and select the 
Once you’re done, tick Execute SQL Statement and select the
SMS Text Tab
This SMS Text Tab is used to build custom SMS messages that can be sent in tandem with Message Format emails.
To get started, from the Select SMS Text dropdown menu, select Use Custom SMS Message Format.
As with the Message Format builder, simply drag-and-drop the variable fields you want from the left to the box on the right.
NOTE: SMS Message segments are made up of 160 characters. Each individual segment incurs an SMS charge. So a single-segment SMS message made of 90 characters would incur 1 charge. A three-segment SMS message of 475 characters would incur 3 charges. Please ensure your message lengths do not exceed your desired charges. SMS charges are determined by SMS technology, not CXT Software.
In the Format Tab (Email Messages) section, it was discussed how you can limit the number of characters for a message. This is doubly important for SMS messages, where you’ll want to ensure your messages don’t exceed your desired segment length.
To reiterate, when you drag over a variable field, you will be prompted for a maximum length of field permitted; this is how many characters the field is allowed to take up before it stops. For example, if you capped [CustName] at 5, then CHOCOLATE WHOLESALE would come through as CHOCO. For unlimited characters, leave it blank and select the
You can also see a visualization of the the SMS Message by entering a random shipment ID or Stop ID in the Enter any order ID to preview field and selecting the
Once you’re done, select the
Target Setup
In this section, we’ll cover how to setup targets (customers, drivers, etc.) for your Message Formats, so that they can receive those messages. An overview of the workflow for each is given below but read on for more detail.
Message Type | Customer On-Demand / Routed: go to the Maintenance tab > Customers module> select the desired Customer record > Alerts view > scroll down to
or
edit an existing alert.
Message Type | Driver: go to the Maintenance tab > Drivers module> select the desired Driver record > General tab > set Primary Format and Secondary Format + Primary Email and Secondary Email.
Message Type | Email Find Results: go to Classic Operations App > Find tool >Email Find Results > select the Message format and complete the form > Send.
Message Type | Settlement Email: go to Classic Operations App > Maintenance tab > Human Resources module> select the desired Human Resource record > Settlement tab > set Settlement Message Format.
The Settlements tab on Human Resource records, as well as Email Find Results, are still being ported over to the Modern Operations App and will be available soon.
Sending Messages to Customers
First, navigate to a customer record. Go to the Maintenance tab > Customers module> select the desired Customer record.
Next, open the Alerts view.
Once you’re in the Alerts view, you’ll configure some general settings for Email and SMS notifications.
Required during order entry is recommended as this will enforce it as part of the workflow on every new On-Demand or Routed Shipment (Order) form.
Use the Email Addresses/Phone Numbers field to set the emails and phone numbers available for selection on a Shipment form.
The Default Email Address/SMS Text Alerts field are the emails and phone numbers that are selected by default on Shipment forms. It’s recommended to put your primary customer contact person’s details here in addition to those of any other critical staff.
Once you’ve done that, scroll down and select the
Begin by selecting the Status Event you want to use as the trigger for this Message to be sent. Then, select the desired Message Format. There are a few pre-made options, like Standard Proof of Delivery, which you may use as a placeholder until you’ve made your own Message Format to replace it. You can also use 
Tick the Required checkbox if you wish to force this Status Alert/Notification to be enabled for every shipment with this customer; on their shipment forms, you’ll see the option to untick this Status Alert is greyed out, preventing removal. Use this if, for example, you want to ensure this customer gets an Order - Placed message for every single shipment.
Tick the SMS Text checkbox if you want to send an SMS message in tandem with the email message. The Message Format must have the SMS Text message setup per the earlier section, SMS Text tab.
Once you’re done, select the
Sending Messages to Drivers
You can use Message Formats to send X-Mobile messages to drivers.
First, navigate to a driver record. Go to the Maintenance tab > Drivers module> select the desired Driver record.
Stay on the General tab > scroll down to Primary Format and Secondary Format.
Primary Format and Secondary Format allow you to specify the types of communication you want to use for this driver.
To enable Message Formats for this driver, set the Primary Format as X Mobile Message Format and the Secondary Format as Message Type: Driver .
For the Primary Email, set the email address as [leading zeros to add up to 10] + [Driver ID Number]@xmobile .
Primary Email for X-Mobile Example: Use the Driver’s ID number and put enough leading zeros so that the full sequence of numbers adds up to 10. So if the Driver ID was 123, put 0000000123@xmobile
Set Secondary Email as the driver’s work email address.
Other communication types like Driver Q Codes are available here but they are deprecated.
Once you’re done, select the
Sending Emails with Find Results
In the Classic Operations App > Find tool >Email Find Results > select the Message format and complete the form > Send.
Read our Knowledge Base page on Email Find Results for more information.
Sending Settlements to Human Resource Records
First, navigate to a Human Resources record.
Go to the Classic Operations App, go to the Maintenance tab > Human Resources module> select the desired Human Resource record > Settlement tab > set Settlement Message Format.
Then, select your desired Message Format and click the Save button.
You will need to repeat this step for each Human Resource record you wish to send Settlements to.
Dependencies
A dependency refers to settings or modules outside of the primary module (in this case, Message Formats) which affect the behavior of that module, are closely-related, or rely on it for their own function.
The most common location for dependencies are the Global Options menu and the Maintenance side tab.
Global Options > Reports tab
Global Options > Internet Options tab > Internet Status section > Message Format
Global Options > Misc tab > Enable SMS Text Notifications
Maintenance > Customers module> select the desired Customer record > Alerts view > scroll down to
Maintenance tab > Drivers module> select the desired Driver record > General tab > set Primary Format and Secondary Format + Primary Email and Secondary Email.
Classic Operations App > Find tool on the upper toolbar > select Email Find Results in the top right > Fill out Recipient Email Address, Email Find Result Note and select a Message Format > Send.
Classic Operations App > Maintenance tab > Human Resources module> select the desired Human Resource record > Settlement tab > set Settlement Message Format.