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

The different communication channels are being rolled out in phases and may not be available at your site yet.

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.

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 delivery of a WhatsApp message fails, or if the WhatsApp message 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.

Short 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 so neither Meta, Twilio, nor we can read it.
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 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.

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.

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.

Telegram and Viber are not available on the legacy kiosk.

You can check the home screen to know whether you are using the legacy or the new kiosk: