Driver instructions
You can inform drivers about their visit by sending them text messages on their mobile phone, which they must provide during registration.
Communication channels
During registration at the self-service kiosk or in the mobile driver portal, drivers can choose their preferred communication channel after entering their phone number.
The available options are:
WhatsApp
Telegram
Viber
SMS
When selecting WhatsApp, Viber, or Telegram, the driver needs to activate the conversation during registration. This confirms that they entered the correct phone number and messages can be delivered via the selected channel. Step-by-step guidance on the kiosk and automatic reply messages in the app helps them through this process.
The preferred communication channel is asked for every visit, but once your channel is confirmed, you won't be able to change it for the current visit. When choosing the same channel within 12 hours, you won't have to go through the setup again. The channel will be confirmed immediately.
Automatic reply messages
When the driver accepts the conversation via the selected channel, an automatic reply is sent: "Thanks for confirming. We still need more information from you. Please continue with your registration on the kiosk."
When the driver asks a question in the chat, another automatic reply is sent: "Replies are not read. Thanks for your understanding."
All automated messages are translated into the driver's selected language.
Channel-specific behavior
To activate the conversation, the driver receives an initiation message in WhatsApp with a quick-reply button. Pressing this button confirms the phone number and the connection.
If the driver does not receive the WhatsApp initiation message, it is probably because:
The recipient phone number is not a WhatsApp-enabled phone number.
The recipient has not accepted WhatsApp's Terms of Service and Privacy Policy.
The recipient is using an old, unsupported version of the WhatsApp client for their phone.
If delivery of a WhatsApp message fails, or if it is sent successfully but not delivered within 3 minutes, an SMS is sent as a fallback.
Read receipts are not monitored because drivers can disable them, which makes them unreliable.
Privacy & Security Statement: WhatsApp via Twilio
Privacy & Security Statement: WhatsApp via Twilio
Using WhatsApp via the Twilio Business API is GDPR-compliant and more secure than SMS:
End-to-end encryption: Unlike SMS, WhatsApp encrypts all message content.
Business API with approved sender: Messages come from a Meta-verified business sender, ensuring authenticity and preventing spoofing.
No consumer-app data sharing: No contact lists or additional personal data are uploaded. Only the driver’s phone number is processed.
Customer-Controlled Templates Ensure Compliance: All message templates used to initiate conversations are pre-approved, non-promotional, and strictly related to the operational purpose. This ensures lawful processing under Art. 6(1)(b) GDPR – performance of a contract or Art. 6(1)(f) GDPR – legitimate interest.
Conclusion: WhatsApp via Twilio provides a verified, encrypted, and privacy-respecting communication channel—offering stronger data protection than SMS.
Telegram
To activate the conversation for the first time, the driver receives an SMS with a link to open a Telegram chat. Pressing the start button in Telegram confirms the phone number and the connection.
For subsequent visits, an SMS is no longer needed to activate the conversation. Instead, the driver receives an initiation message in Telegram with a quick-reply button. Pressing this button confirms the phone number and the connection.
Telegram does not have a 'delivered' or 'read' status, which means an automatic fallback to SMS is not possible. You have to rely on the “not onsite after 15 minutes” exception flag to cover this scenario, or use voice calls.
Viber
To activate the conversation for the first time, the driver receives an SMS with a link to open a Viber chat. Replying "Yes" in Viber confirms the phone number and the connection.
For subsequent visits, an SMS is no longer needed to activate the conversation. Instead, the driver receives an initiation message on Viber and must reply "Yes" again to confirm the phone number and the connection.
Read receipts are not monitored because drivers can disable them, which makes them unreliable.
SMS
When SMS is selected, the step to activate the conversation is skipped. This means the phone number is not confirmed and the deliverability is not validated.
Enable phone verification with an OTP code to confirm that the driver entered the correct phone number.
For the deliverability of the messages, you have to rely on the driver's carrier.
Phone verification
If phone verification is enabled, the OTP code is sent via the selected channel.
Legacy kiosk
The legacy kiosk does not show the screen to select a communication channel. It sends an SMS and a WhatsApp message after registration has finished. The driver can choose to receive instructions via WhatsApp by replying to the initiation message or via SMS by ignoring the WhatsApp message.
When the driver accepts the conversation in WhatsApp, an automatic reply is sent: "Thanks for confirming. We’ll send you further instructions here."
Messages already sent via SMS will not be resent via WhatsApp when the driver accepts the WhatsApp conversation.
Telegram and Viber are not available on the legacy kiosk.
Check the physical kiosk page to know whether you are using the legacy or the new kiosk.