Support Center

Logging In

Understanding the Navigation

After logging in, you'll see the main navigation menu on the left side:

Setting Up Your Profile

Proper profile setup ensures you receive notifications and the app displays times correctly.

Changing Your Password

For security, change your password periodically:

1. Go to Configuration → Profile
2. Scroll to the Change Password section
3. Enter your Current Password
4. Enter your New Password (must meet requirements)
5. Confirm your New Password
6. Click Change Password

Workflow Overview

Step 1: Upload Routes

Routes come from Amazon's Cortex system. Upload them to populate today's route assignments.

Step 2: Upload Staging Information

Staging data tells drivers where their packages are located in the warehouse.

Step 3: Assign Vehicles

Vehicles can be assigned automatically (based on affinity) or manually.

Step 4: Send Driver Messages

Notify drivers of their assignments via SMS.

Step 5: Monitor Check-Ins

Daily Checklist

Dashboard Overview

The Dashboard is your central hub for daily operations. It displays:

• Routes for the selected date
• Driver and vehicle assignments
• Check-in status
• Message delivery status
• Quick action buttons

Quick Statistics

Routes Table Columns

Keyboard Shortcuts

Overview

DailyDSP's Schedule module gives you complete control over weekly planning:

• Visual weekly grid — drag-and-drop shift presets onto driver days
• Shift presets — define custom shifts with start time, duration, and color coding
• Reusable templates — save a full week's schedule and apply it to future weeks
• Amazon variance tracking — upload Amazon's expected roster and compare against your schedule
• Alpha-sorted driver list with search and filtering

Creating Shift Presets

Shift presets are reusable shift definitions you drag onto the schedule grid.

1. Navigate to Schedule
2. Click Manage Presets
3. Click Add Preset and configure:
   • Name — e.g., "Morning", "Mid", "Evening"
   • Start Time — shift start
   • Duration — shift length in hours
   • Color — visual identifier on the grid
4. Click Save

Building a Weekly Schedule

1. Select the week using the date navigation arrows
2. Your active drivers appear as rows, sorted alphabetically
3. Drag a shift preset from the preset palette onto a driver's day cell
4. Click an existing shift cell to change or remove it
5. Use Search to quickly find a specific driver

Schedule Column Actions (Per-Day Quick Actions)

Click any day's column header in the weekly grid to open a quick-action menu. The menu adapts to the day's state (template available, routes already created, etc.) and includes three actions:

Schedule Templates

Save your entire weekly schedule as a template to reuse in future weeks.

1. Build your schedule for the week
2. Click Save as Template
3. Give the template a name (e.g., "Standard Week", "Holiday Week")
4. To apply: navigate to a future week, click Apply Template, select from your saved templates

Amazon Variance Tracking

Compare your DailyDSP schedule against Amazon's expected roster to catch mismatches before they become problems.

Adding a New Driver

1. Navigate to Drivers
2. Click Add Driver
3. Fill in the required fields:
   • First Name and Last Name
   • Phone Number (with country code)
   • Email (optional)
4. Set the driver's Status (Active/Inactive)
5. Click Save

Driver Status

Phone Number Format

For SMS to work correctly, phone numbers must:

• Include country code (e.g., +1 for US)
• Contain only digits after the country code
• Be a mobile number capable of receiving SMS

Adding a Vehicle

1. Navigate to Vehicles
2. Click Add Vehicle
3. Enter the VIN — DailyDSP auto-fills Year, Make, and Model via NHTSA VIN decoding
4. Fill in remaining details:
   • Vehicle ID — your internal identifier (e.g., VAN-001)
   • Service Type — matches Amazon route service types (e.g., Standard, XL)
   • License Plate
5. Set operational status
6. Click Save

Service Types

Service types ensure vehicles match the routes they're assigned to. Amazon routes have service types (Standard, XL, etc.) and DailyDSP uses these to validate vehicle-route compatibility during auto-assignment.

1. Go to Settings → Service Types
2. Add or edit service types to match your Amazon station's route types
3. Assign the appropriate service type to each vehicle

Vehicle Status

Overview

The Maintenance Kanban board gives your team a visual way to track vehicle maintenance tasks through their lifecycle. Each task is a card that moves through columns as work progresses.

Kanban Columns

Cards flow from left to right as maintenance tasks progress:

Creating a Maintenance Card

1. Click Add Card in any column
2. Fill in the card details:
   • Title — e.g., "Oil Change - VAN-012"
   • Vehicle — select from your fleet
   • Type — Oil Change, Tire Rotation, Inspection, Repair, etc.
   • Description — additional details or notes
   • Due Date — when it needs to be completed
3. Click Create

Moving Cards

As maintenance progresses, drag cards between columns:

• Drag and drop a card from one column to another
• Cards maintain their position within columns
• All team members see card movements in real time

Card Comments

Add comments to cards for team collaboration:

1. Click on a card to open its detail view
2. Type your comment in the comment box
3. Click Add Comment
4. Comments show the author name and timestamp

What is Affinity?

Driver-Vehicle Affinity allows you to set preferred vehicle assignments for each driver. When you use Auto-Assign Vehicles, the system uses these preferences to make intelligent assignments.

Affinity Levels

Setting Up Affinity

1. Navigate to Affinity
2. Find the driver in the list
3. Click Edit on their row
4. Select vehicles for each affinity level:
   • Primary: Their main vehicle
   • Secondary: Backup vehicle
   • Tertiary: Emergency option
5. Click Save

Auto-Assignment Logic

When you click Auto-Assign Vehicles:

1. System checks each driver's primary vehicle
2. If available, assigns primary
3. If not, checks secondary
4. If not, checks tertiary
5. If all unavailable, leaves unassigned for manual review

Overview

The Driver Portal is a mobile-friendly web app that drivers access from their phone's browser. No App Store, no Google Play, no updates to manage. Drivers bookmark the link and they're ready to go.

• No app required — works in Safari, Chrome, or any mobile browser
• View weekly schedule — see shift assignments for the current and upcoming weeks
• Shift marketplace — give up shifts or pick up available shifts
• Route details — view today's route, vehicle, wave time, and staging location
• Works on any device — iPhones, Android phones, even older models

Driver Access

Drivers access the portal via a unique link for your tenant:

1. Driver receives their portal link (e.g., https://plad.dailydsp.com/driver)
2. They log in with their phone number and a PIN or password
3. Bookmark the page for one-tap access going forward

Viewing the Schedule

Drivers see their upcoming shifts in a clean, mobile-optimized view:

• Current week displayed with shift times and types
• Color-coded by shift preset (Morning, Mid, Evening)
• Swipe or tap to view future weeks
• Off days shown clearly so drivers know their full schedule

Shift Marketplace

The marketplace lets drivers manage their availability:

Today's Route Info

On dispatch day, drivers can see their assignment details:

• Route number — Amazon route code
• Vehicle — assigned vehicle ID
• Wave time — scheduled departure
• Staging location — where packages are staged

What Is the AI SMS Agent?

The AI SMS Agent is an intelligent assistant (powered by Google Gemini via LiteLLM) that responds to inbound driver text messages. Instead of rigid keyword-based check-ins, drivers can text naturally and get accurate, conversational responses — in their own language.

• No app required — drivers use their normal SMS
• Multi-language — auto-detects the driver's language and replies in kind (English, Spanish, and more via Google Cloud Translation)
• Context-aware — knows the driver's schedule, route, vehicle assignment, availability, and shift marketplace state
• Multi-turn memory — remembers the last 4 exchanges with each driver for 30 minutes, so follow-up texts make sense
• Check-in automation — recognizes arrival confirmations ("here", "arrived", "aquí") and logs them automatically
• Rate-limited — 20 messages/hour per driver to prevent abuse or runaway loops

What the Agent Can Do

The AI Agent uses a structured tool-calling pattern. Each tool is a specific capability backed by live DailyDSP data:

Example Conversations

Viewing Conversations

All AI conversations are logged and visible to dispatchers:

1. Navigate to Messaging
2. Select a driver to see their full message history
3. Inbound messages (from driver) and outbound messages (from AI or dispatcher) are shown in a chat view, with the original-language transcript and an English translation side-by-side
4. You can take over from the AI at any time by sending a manual message — the agent automatically steps back for the rest of the thread

How It Works

• When a driver texts your DailyDSP number, the inbound webhook routes to the AI agent
• The agent looks up the driver's identity, language preference, and live data (schedule, route, vehicle)
• It selects the appropriate tool (or chain of tools, up to 5 turns) and generates a natural reply
• The reply is translated into the driver's language if needed, then sent via SMS
• If the AI can't answer or detects an out-of-scope request, the message is flagged for dispatcher review
• The agent respects tenant messaging_mode — test-mode tenants don't engage real drivers

SMS Configuration

DailyDSP uses Twilio for SMS messaging. Your administrator will configure:

• Twilio Account SID
• Twilio Auth Token
• Sending phone number

Message Templates

Customize the messages sent to drivers. Variables use single curly braces and are substituted at send time with the driver's live data. The Send Message dialog also includes a clickable pill list so you can insert any variable without remembering its exact name.

Example Template

Multi-Language Auto-Translation

DailyDSP can automatically translate outbound SMS into a driver's preferred language. The translator protects template variables — so {driver_name} and other placeholders survive translation untouched and still resolve to live data at send time.

• Compose once in English — DailyDSP translates per-driver based on their language preference (Spanish is the most common; other languages supported via Google Cloud Translation)
• Variable-safe — placeholders are wrapped in notranslate markers, so they're never mangled
• Auto-detect inbound — when a driver texts in Spanish, the AI SMS Agent replies in Spanish automatically; the dispatcher always sees an English transcript alongside
• Fail-open — if the translation service is unavailable, the original English message is delivered (drivers never get a blank text)

Quiet Hours

Configure quiet hours on a per-tenant basis to suppress non-urgent SMS during specific windows. Scheduled messages and reminder workers respect these hours; any message due during quiet hours is deferred until the window closes.

1. Go to Settings → Messaging
2. Set Quiet Hours Start and Quiet Hours End (24-hour HH:MM, tenant timezone)
3. Leave blank to disable quiet hours entirely

Test vs. Production Messaging Mode

Every tenant has a messaging_mode setting that controls where outbound SMS actually goes:

Sending Messages

1. From the Dashboard, select routes (or select all)
2. Click Send Messages
3. Review the message preview
4. Click Send
5. Monitor delivery status in the Status column

Troubleshooting Messages

The Four Reminder Workers

Configuring the Workers

1. Go to Settings → Reminders
2. Toggle each worker on/off (schedule_confirm_reminder_enabled, late_checkin_alert_enabled, giveup_commit_reminder_enabled, pickup_reminder_enabled)
3. Set the interval (in hours) for each — clamped to 1–168 hours
4. Set the late check-in threshold (checkin_warning_minutes) — default 10 minutes before wave

What Reminders Respect

• Quiet hours — messages due during quiet hours are deferred until the window closes
• Messaging mode — test-mode tenants route all reminder SMS to your configured test_phone_number, never to real drivers
• Driver language — reminders are auto-translated if the driver's profile specifies a non-English language
• Custom templates — if you have a "Shift Reminder" message template, the workers use it; otherwise a sensible default is sent

Creating a Scheduled Message

1. Go to Messaging → Scheduled
2. Click New Scheduled Message
3. Pick a recipient:
   • Driver — single driver lookup
   • User — internal ops user (e.g., yourself)
   • Day-of-Driver — whoever is assigned the route on the send date (great for "see you tomorrow!" templates)
4. Pick a template (or compose ad-hoc text). Variables substitute live at send time, not at create time, so {driver_name} always resolves to whoever the recipient turns out to be.
5. Set Send At (date + time, in tenant timezone)
6. Click Schedule

Maintenance Card Notifications

When you create or edit a maintenance Kanban card, you can attach a scheduled SMS to it. The card becomes the "source of truth" for the message — moving the card's due date or canceling the card updates the linked scheduled message automatically.

1. Open a Kanban card
2. Click Notify Driver/Vendor
3. Pick recipient type, write the message (with optional {timing}, {vehicle}, {driver_name} variables), set the send time
4. Save the card — the linked scheduled message is created

Monitoring Scheduled Messages

The Scheduled Messages page lists every pending and recently-sent message with status (pending, sent, failed, cancelled). Edit any pending message before it goes out, or cancel one outright.

How It Works

• Outbound: Every driver has a language preference on their profile. When DailyDSP sends them an SMS — dispatch, reminder, scheduled message, AI agent reply — the message is translated into that language before delivery.
• Inbound: The AI SMS Agent auto-detects the language of inbound texts and replies in kind. Spanish in, Spanish out. English in, English out.
• Translation provider: Google Cloud Translation API v2. Languages supported include English, Spanish, French, Portuguese, Haitian Creole, Vietnamese, and dozens more.
• Variable-safe: Template placeholders like {driver_name} are wrapped in notranslate markers before translation, so they survive untouched and resolve to live data after.
• Fail-open: If translation fails or the API is unavailable, the original English message is delivered. Drivers never see a blank text.

Setting a Driver's Language

1. Go to Drivers and open the driver's profile
2. Set Preferred Language from the dropdown (e.g., "Spanish")
3. Save — every future message to this driver is auto-translated

Why It Matters

Driver phone numbers are unique across the platform. Without driver-confirmed transfers, anyone could "steal" a driver by typing their phone into a new DSP's roster. DailyDSP closes that hole — the driver must say YES before any messages route to the new DSP.

The Flow

1. New DSP adds the driver by phone number
2. DailyDSP detects the phone belongs to an existing driver at another DSP at the same station — and creates a pending transfer
3. The driver gets an SMS: "Do you want your DailyDSP messages to go to [NewDSP] or stay at [CurrentDSP]? Reply YES or NO."
4. The driver's reply is parsed for YES/NO/unclear
5. YES → driver is re-homed to the new DSP. NO → no change. Unclear → counted; after 3 unclear replies, the transfer is abandoned.
6. Until the driver replies, all SMS keep routing to the original DSP — no surprise re-routing.

Managing Pending Transfers

• The dashboard shows a pending transfer banner with the driver's name and time since SMS was sent
• One-click Resend SMS if the driver didn't get the first one
• One-click Cancel Transfer if you no longer want to claim the driver
• Transfers auto-expire after 14 days of inactivity

Overview

• DSP-Posted Open Shifts — shifts you publish to the marketplace, available to any qualified driver
• Giveup Shifts — shifts assigned to a driver who released them; appear in the marketplace once approved
• Driver Self-Service — drivers see the marketplace in their portal and request pickups with one tap
• Manager Approval (optional) — set whether pickups need ops approval or auto-approve

Giveup Flow

1. Driver opens their portal and taps Give Up Shift
2. (Optional) Add a reason
3. If your tenant requires approval, the request lands in Schedule → Giveups for review
4. Once approved, the shift moves to the marketplace as a giveup shift
5. Other drivers receive a pickup-reminder SMS (if the reminder worker is on)
6. The giving-up driver is reminded to confirm via the Giveup Commitment Reminder until the shift is picked up or auto-cancelled

Pickup Flow

1. Driver opens Available Shifts in their portal
2. Browses open and giveup shifts with times and service types
3. Taps Pick Up
4. Pickup is auto-approved or routes to ops for review based on tenant policy
5. Approved pickup is added to the driver's schedule and removed from the marketplace

Policies & Limits

Supported File Types

Preserve Local Values

Re-imports never silently overwrite your edits. DailyDSP shows a "Preserve Local Values" picker before committing — you choose, field by field, whether to keep the local version or accept the incoming version.

• Most common use: keep your hand-curated phone numbers and fuel PINs across re-imports
• You can also choose "preserve all" or "overwrite all" with one click
• Notices in the import results call out exactly which fields were preserved per row

Per-Row Error Reporting

Bad rows are reported individually — they don't nuke the whole batch. Common issues DailyDSP handles gracefully:

• Blank cells in required columns
• Empty trailing rows in spreadsheets
• Numeric phone numbers parsed as floats (Excel's favorite trick)
• Missing driver matches — shown as "unmatched" with a one-click resolution
• Driver Transporter ID re-issues — DailyDSP matches by name fallback so the same driver gets re-linked even with a new TID

Globally-Shared Service Types

Service-type names are Amazon-defined vocabulary, so DailyDSP shares the catalog across all tenants. New tenants get the full dropdown from day one — no waiting for the first import to populate.

NHTSA VIN Decoding

When importing or adding vehicles, paste the 17-character VIN and DailyDSP auto-fills Year, Make, and Model from the NHTSA database. No manual entry needed.

Role Hierarchy

Inviting a User

1. Go to Settings → Users
2. Click Invite User
3. Enter a phone number (10+ digits, normalized automatically) and pick a role
4. Click Send Invite — DailyDSP texts the registration link immediately

Resending or Revoking Invites

• Resend — if the original SMS didn't arrive or expired, click Resend to issue a new link
• Revoke — cancel a pending invite at any time; the token becomes invalid immediately
• Inviting the same phone twice automatically revokes the previous pending invite, so there's never a duplicate-link ambiguity

Safety Rails

• You can't deactivate the last active owner — there must always be one
• Ops managers can't elevate themselves or other ops managers to owner
• Deactivation is soft (account hidden) — audit logs preserve the user's history

Messaging Settings

Check-In Thresholds

Reminder Workers

Each worker has an enabled flag and an interval setting. See the Automatic Reminders section for details.

• schedule_confirm_reminder_enabled / _hours
• late_checkin_alert_enabled
• giveup_commit_reminder_enabled / _hours
• pickup_reminder_enabled / _hours

Amazon Reconciliation

Portal URL

If your tenant has a custom subdomain (e.g., plad.dailydsp.com), set portal_base_url to the full URL — DailyDSP uses it to generate invite links and SMS portal links for that tenant. Without it, links fall back to the platform default.