Notifications

Notifications are messages sent to administrators (operators), users, or drivers through the corresponding app.

This page lists the standard notification types that are currently defined in ioki Platform. Depending on the notification type and the user’s settings, a notification can be delivered as a push notification, SMS, or email. A push notification is sent for most notifications when they are triggered; booking confirmations are the exception and are sent by SMS and email only. SMS and email are sent only when they are enabled for the notification’s category, both in the user segment settings and in the user’s own preferences.

Control Center

To view notifications in Control Center, select ✉️ in the upper toolbar. The notifications that are sent to Control Center are listed below.

We have published new release notes! Make sure to read up on what’s new on the ioki Platform!

This notification is sent when new release notes are published. It includes a link to the release notes.

This notification is sent when a new course is published in ioki Academy. It includes a link displayed in blue that redirects you to the course page.

ioki Passenger App

The notifications that are sent to ioki Passenger App are listed below.

Vehicle soon reaches pick up

When a new vehicle position is less than 500 meters away and within 10 minutes of the pick-up, the passenger receives the notification: “Your driver will arrive soon. You will be picked up at around time at location.”

Vehicle waiting at pick up / vehicle reached pick up

If the current vehicle position is less than 50 meters away and within 5 minutes of the pick-up location, the passenger receives a notification that the vehicle has arrived. If the pick-up time is still in the future, the message for vehicle waiting at pick up is displayed: “Your driver is now ready for you at the pickup location”. Otherwise, the notification for vehicle reached pick up is sent: “Your driver arrived”.

Vehicle soon reaches dropoff

When the ride is already in progress and the vehicle is marked as approaching the drop-off, the passenger receives the notification: “You are approaching your destination dropoff address! Make sure you don’t leave anything behind. Thank you for your ride with us!”

Pick up time changed

If the recalculation of a task list determines that the pickup time of a driver-accepted ride deviates by more than 5 minutes from the previously communicated time, the passenger receives the notification: “The predicted pickup time has changed to new pickup time.”

This notification can be sent both when the new pickup time is later and when it is earlier than before. It is only sent if the previously communicated pickup time is within the next 60 minutes and the vehicle has not yet reached the pick-up.

Driver completed dropoff

When the driver completes the drop-off, the passenger receives the notification: “Thank you for choosing our service. Please rate your ride experience”.

Booking confirmed / booking confirmed by operator

When a driver accepts a ride, the passenger receives a booking confirmation. If the ride was created by a user, the confirmation type is booking confirmed. If the ride was created by an administrator, the confirmation type is booking confirmed by operator.

Both use the message: “Your booking has been confirmed. You will be picked up at pickup time”. In SMS, the message also includes the booking verification code.

Driver canceled booked ride

If the driver cancels the ride, the passenger receives a notification that includes the pick-up location and pick-up time. If a passenger-facing text is configured for the corresponding cancellation reason, that reason is appended to the notification. Otherwise, the notification only states that the ride has been cancelled.

If a cancellation fee applies, the current notification set does not send a separate passenger notification with the cancellation-fee amount. The passenger only receives the cancellation notification described above.

Operator canceled booked ride

If an administrator cancels a booked ride and the ride was driver accepted, the passenger receives the notification: “Your ride starting at pickup address at pickup time has been cancelled by an operator.”

System canceled booked ride

If the system cancels a booked ride because pickup requirements are missing, the passenger receives the notification: “Your ride starting at pickup address at pickup time has been cancelled due to missing requirements for pickup.”

Driver canceled, charge no-show fee

If the driver cancels the ride with the cancellation reason passenger did not show up and a no-show fee is charged, the passenger receives a separate notification: “Where have you been? We missed you! We must charge a no show fee of fee amount.”

This notification is specifically about a charged no-show fee. It is different from the generic cancellation notification above and also different from a later payment failure notification.

Prebooking reminders

For prebooked rides, ioki Platform schedules two reminder notifications:

  • Early prebooking reminder. 24 hours before pickup, the passenger receives: “Your ride is scheduled for tomorrow at time. We’ll pick you up at location.”.
  • Late prebooking reminder. Around one hour before pickup, the passenger receives: “We’re looking forward to see you! Your driver will pick you up at time at the following location: location.”.

Mass push notifications

Mass push notifications (formerly broadcasts) are a product feature with which notifications can be sent to all users.

Referral benefit assigned

If refer-a-friend is activated and a user has referred another passenger who completes their first ride, both users receive a notification about the benefit. The referred user receives: “You successfully completed your first ride. You will get the benefit. Enjoy”.

The referring user receives: “Your friend successfully completed their first ride. You will get the benefit. Enjoy”.

Payment method detached

If the payment is declined and the payment method is detached, the user receives a notification prompting them to add a different payment method: “There was a problem with your payment methods. Please add a new payment method to continue using product name”.

Payment failed

If payment for a booking fails, the passenger receives a notification asking them to settle the outstanding amount in the app: “Unfortunately, there was a problem with the payment for your last ride. Please settle the outstanding amount of amount via the app.”

This notification is not specific to no-shows. It is sent when the ride payment itself fails, even though the no-show fee notification and the cancellation notification may already have been sent earlier. It does not specify whether the outstanding amount comes from a regular ride charge, a cancellation-related charge, or a no-show-related charge.

Cancellation because PayPal reservation failure

If a required PayPal reservation cannot be authorized before the ride starts and the ride is therefore cancelled, the passenger receives the notification: “Your ride at pickup time has been cancelled because we cannot authorise your PayPal payment.”

Cancellation because failed LogPay active customer check

If LogPay reports that the user is blocked during booking processing, the ride is cancelled and the passenger receives the notification: “Your ride scheduled for pickup time has been canceled because the payment provider (Logpay) has informed us that you are blocked.”

Blocked because of service violations

If a product blocks user rides after service violations and a user reaches the block threshold, the user is notified as soon as they are blocked: “Booking temporarily suspended due to missed rides or late cancellations. Available again date.” The email version adds a reminder to cancel rides in advance when the passenger can no longer travel.

Pooling incoming

If a user is already in the vehicle and the ride state is picked up, the matching algorithm may match another passenger into the vehicle. If this affects the first user’s drop-off task, the notification “During your journey more passengers will be picked up for ride pooling” is sent.

Missing ticket reminder

If the product requires a public transport ticket, the ride is driver accepted, and the ride is configured to show a public transport ticket reminder, the passenger receives the notification: “Please make sure you have a valid ticket present at the pickup of your ride.”

Ticket purchase failed

If an offered public transport ticket cannot be issued during booking or booking settlement, the ride is cancelled and the passenger receives the notification: “Your ride from pickup address at pickup time has been cancelled because the ticket purchase failed.”

Ride series will expire

If a ride series is about to expire and no later similar ride series exists, the passenger receives the notification: “Your ride series from pickup address to dropoff address will expire soon. You may want to book a new ride series.”

Renewable ticketing voucher will expire soon

If a renewable ticketing voucher is active and renewable, the passenger can receive the notification: “Your ticketing product name will soon expire. Renew it now so you can keep riding!”

Preordered ticketing voucher cancelled

If a preordered ticketing voucher is cancelled by the system, an administrator, or another non-passenger actor, the passenger receives the notification: “The ticketing product name preordered for your ride from pickup address at pickup time was cancelled.”

Ticketing voucher processing failed

If a preordered ticketing voucher cannot be processed successfully and the passenger was not the actor who triggered the processing, the passenger receives the notification: “Unfortunately your ticketing product name could not be issued. Please try again to purchase it.”

Inactive user deletion reminders

If automatic deletion of inactive users is configured, ioki Platform can send these notifications:

  • User inactivity reminder. “Your account with provider name will be deleted in days remaining days due to inactivity”.
  • Final user inactivity reminder. “Your account with provider name will be deleted today due to inactivity”.
  • User inactivity discontinued. “Thank you for continuing to use our service.”.

ioki Vehicle App

The notifications that are sent to ioki Vehicle App are listed below.

Passenger booked

If a user books a ride and a driver is assigned to receive booking requests, the driver receives the notification: “You have a new booking request. Please accept the request”.

Passenger canceled booked ride

If the passenger cancels the ride, the driver receives the notification: “A passenger canceled the ride. Please check your tasks”.

Operator canceled booked ride

If an administrator cancels a booked ride and the driver is connected to the vehicle, the driver receives the notification: “An operator cancelled the ride. Please check your tasks.”

System canceled booked ride

If the system cancels a booked ride because pickup requirements are missing and the driver is connected to the vehicle, the driver receives the notification: “The system cancelled the ride. Please check your tasks.”

Start of pause reminder / end of pause reminder

If pause reminders are used for a driver’s task flow, the driver can receive the following notifications:

  • Start of pause reminder. “Please start your pause”.
  • End of pause reminder. “Please end your pause”.

Custom driver push notification

ioki Platform can also send custom push notifications to drivers. In this case, the message body is defined by the backend process that triggers the notification rather than by a fixed standard notification text.