We added two-way SMS to our dispatch board in May and WISMO calls dropped 18%, but handoffs between drivers and customer service still get messy when a time window shifts mid-route. If you’ve kept this inside your TMS, what’s working — templates, geofenced triggers, live agent takeover — on 120–150 stop urban routes so clients stay informed without feeling spammed?
We dialed it in by triggering a single SMS at ‘depart previous stop’ geofence only when the ETA shifts 8+ minutes or crosses the promised window, then we suppress repeats for 20 minutes and let riders text ‘agent’ to hand off to CS; on 140-stop urban days this cut chatter without hiding real slips. If lunch-hour dwell spikes, we bump the threshold to 12 — what threshold are you using?