Messaging

Every trip has its own thread

A conversation is created with every booking. The client is in it from the start; the assigned driver joins when they take the trip (and comes off if you reassign); and everyone on your team can see every trip thread — you join in one tap when you want to speak. The thread also keeps the record: booking created, driver assigned, changes requested and approved — all posted as cards in place.

When a trip finishes, its thread stays readable but closes to new messages a day later — post-trip questions belong in the client's Help line, so old trip threads don't become support queues.

The Help line

Separate from any trip, each client gets a direct Help conversation with your company — think of it as your front desk in the app. Your whole team sees it, the first person to reply handles it, and you can mark it resolved (the client just sees the conversation; writing again reopens it). You can set the expectations line clients see when they start one ("we typically reply within a few hours"), or switch client chat off entirely in settings.

Notifications

Messages push to everyone in the thread except the sender — nothing to set up. Drivers get actionable pushes for offers ("ride now" and scheduled) that open straight to the decision screen. You're never notified about your own actions.