How do I send messages to users in Monta Hub?

For: Operators using Monta Hub.

Overview

Monta Hub includes two ways to send messages to users:

• Outreach: one message to many drivers at once, such as a network update, a promotion, or a seasonal message. Promotional messages only reach drivers who have opted in to marketing messages. Informational messages also reach drivers who have not.
• Direct messages: one message to one specific driver, regardless of their marketing preferences.

Both types are one-way. Users cannot reply. Messages are scoped to your operator, so other operators cannot see the messages you send.

To reach everyone on one plan or subscription, send an Outreach message from that plan's or subscription's Customers tab.

Enabling the feature

Direct messages: there is nothing to enable. Direct messages are on for every operator.

Outreach: Outreach is on by default for operators on the Standard track. If your operator is on the Self-managed track, or someone switched Outreach off, turn it on:

1. Go to Admin > Release channel.
2. In the Features list, find Outreach and turn it on for your operator. To try it on your own login first, use its Preview toggle.

Only members who can manage the operator see the Release channel. Changes can take up to 5 minutes to apply.

Sending an Outreach message (one to many)

Use Outreach to reach a large group of drivers in one send.

Members who can manage the operator see Outreach in the menu. Sending an Outreach message needs the operator admin role.

1. Go to Pricing & Growth > Outreach.
2. Select Compose.
3. Under Audience, choose who receives the message: Accounts, Everyone, or Lists.
4. Under Message type, select Promotional or Informational.
5. Review how many people will receive it, then enter your message and select delivery channels.
6. Select Send outreach.

Audience options

• Accounts: sends to every member of the accounts you select.
• Everyone: sends to everyone connected to your operator: members of any account you manage, including accounts under your sub-operators, and anyone who signed in through your app. People who have only charged on your network, with no account and no app sign-in, are not included.
• Lists: sends to everyone on the lists you select. Only lists of people appear.

Every Outreach send appears in the Outreach tab on the Outreach page.

Message types

Choose one message type under Message type before you send:

• Promotional: offers, campaigns, and other marketing. Only reaches users who have opted in to marketing messages.
• Informational: service changes, outages, or updates to terms. Also reaches users without marketing consent, so never use it for promotions.

Promotional is selected by default. Before you send, a summary shows how many people are in the audience and how many are excluded because they have not opted in. For an Informational message, the summary shows the full audience.

Sending an Outreach message to everyone on a plan or subscription

Use Message all customers to write to everyone on one plan or one subscription.

1. Go to Pricing & Growth > Plans & subscriptions.
2. Open a plan or a subscription.
3. Open the Customers tab.
4. Select Message all customers.
5. Enter your message, choose the message type and delivery channels, then select Send outreach.

The audience is set by the plan or subscription you came from, and you cannot change it. Cancel and a successful send both return you to that page. The button does not appear when the list is empty or could not be loaded, or on a cancelled subscription.

The message goes to the admins of the accounts on that plan or subscription. Cancelled subscriptions are left out.

Sending a Direct message (one to one)

Use Direct messages to reach a specific user.

1. Go to EMP / Fleet > Users and open the user's profile.
2. Open the Messages tab and select New message.
3. Enter an optional subject and a required message.
4. Select delivery channels, then send.

Every direct message you send appears in the Direct messages tab on the Outreach page.

Delivery channels

When sending a message, choose how the recipient receives it:

• In-app inbox: always enabled; saved to the user's Monta account.
• Mobile push: sends a push notification via the Monta app.
• SMS: sends a text message.
• Email: sends an email.

If the user has no phone number or email address on file, that channel is recorded as failed. The message is still saved to their inbox.

Checking delivery status

Open any message and check the Delivery section. Each recipient shows one of: Delivered, Skipped, Failed, Queued, or Pending.

Viewing and managing sent messages

All sent messages are visible in the Outreach section (Pricing & Growth > Outreach), organised into two tabs:

• Outreach: all Outreach (one-to-many) messages you have sent.
• Direct messages: all Direct (one-to-one) messages you have sent.

Select any message in either tab to open it and view its full content and delivery status.

FAQs

Can users reply to messages?

No. Messages are one-way, from your operator to the user.

Can I send a message to many users at once?

Yes. Use Outreach (Pricing & Growth > Outreach). Promotional Outreach messages only reach drivers who have opted in to marketing messages. Informational messages also reach drivers who have not. To reach a specific driver regardless of their marketing preference, use a Direct message from their profile in Users.

How do I message everyone on a plan or subscription?

Open the plan or subscription under Pricing & Growth > Plans & subscriptions, go to the Customers tab and select Message all customers. If you do not see the button, check that Outreach is on for your operator and that the list has customers.

What happens if the user has no phone number or email on file?

The message is still saved to the user's inbox. The SMS or email channel is recorded as failed.

Will the user see two notifications if I send a message with mobile push?

The message is saved to the inbox, and the push notification arrives separately. Both relate to the same message.