Overview of Ride Notifications
Notifications play a crucial role for Care Coordinators, staff, and riders by providing real-time updates throughout the lifecycle of a ride. This article covers how notifications are sent, when they are triggered, and how riders may use them to manage their rides.
Notification Methods
Roundtrip offers several different notification methods to keep you informed about ride updates:
- Auto Voice Calls
- Text Messages
- Emails
- TigerConnect (depending on your organization’s settings)
For auto voice calls and text messages, all notifications will be sent from Roundtrip’s notification phone numbers, (215) 309-9702 or (321) 320-9219. For email notifications, all emails will be sent from app@rideroundtrip.com.
How to Enable Care Coordinator Notifications
On Step 5 of the Booking Flow, you can choose your preferred notification method under the "Myself and/or staff" section.
By default, notifications are enabled and sent via email to the address associated with your Roundtrip account.
You can:
- Update notification methods
- Modify phone numbers or email addresses
- Disable notifications
- Add additional recipients using + Add Notification
- Add TigerConnect users (if enabled)
If your organization is integrated with Roundtrip for TigerConnect, you can also add users/roles by clicking “+ Search TigerConnect” and selecting the appropriate recipients.
When Will Care Coordinators and Staff Receive Notifications?
If notifications are enabled, you and your staff will receive updates throughout the lifecycle of a ride. Notification timing may vary based on vehicle type and authorization workflows.
Notifications for Rideshare Rides
- Ride is dispatched and launches to Lyft/Uber
- Canceled ride is redispatched
- Driver is assigned
- Includes driver name, phone number, ETA, and vehicle details
- Ride is canceled
- Driver arrives at the pick-up location
Notifications for Non-Rideshare Rides
- Transportation Provider is assigned
- Transportation Provider releases the ride
- Transportation Provider indicates they are running late
- Ride is canceled
- Authorization status is updated (based on organization settings)
Rider Notifications
Notification Methods
Riders can receive notifications via:
- Automated voice calls
- Text messages
Text messages are sent in English or Spanish based on rider preference and come from (215) 309-9702 or (321) 320-9219.
How to Enable Rider Notifications
On Step 5 of the Booking Flow, select the Rider’s preferred notification method in the “Rider” section.
For most vehicle types, notifications are enabled by default.
You can:
- Update the notification method
- Modify the Rider’s phone number
- Disable notifications
For ambulance transports, Rider notifications are disabled by default and must be manually enabled.
Use a text enabled mobile phone number for rideshare rides to ensure riders receive real-time updates and avoid missed connections.
Important: When enabled, some rider notifications may include secure links that allow riders to review or manage their rides directly from their phone.
When Will Riders Receive Notifications?
If enabled, riders will receive updates throughout the ride lifecycle.
Some notifications—such as booking confirmations and ride reminders—may include secure links that allow riders to take action without calling the Navigation Center.
Notifications for Rideshare Rides
- Ride is booked
- Ride is dispatched to Lyft/Uber
- Canceled ride is redispatched
- Driver is assigned
- Includes driver and vehicle details
- Ride is canceled
- Driver arrives
- Reminder to launch will call ride
Notifications for Non-Rideshare Rides
- Ride is booked
- Ride is edited
- Transportation Provider is assigned
- 24 Hour Ride Reminder (may include a secure link for riders to review or cancel their ride if their plans have changed)
- Transportation Provider indicates delay
- Ride is canceled
Rider Self-Service in Notifications
Some rider notifications include secure links that allow riders to take action—such as reviewing or canceling a ride—without calling the Navigation Center.
Riders will be asked to verify their identity using a text code before accessing ride details. This helps protect personal and health-related information and ensures only the rider can access their ride.
This functionality helps:
- Give riders more flexibility when plans change
- Reduce delays for cancellations
- Decrease call volume for simple requests
