In-App Messaging

Send direct instructions to drivers without phone calls so communication is instant and documented

With In-App Messaging, The Dispatcher can message drivers without phone calls so they can avoid external phone interruptions — resulting in faster internal communication.

The Problem

The Core Problem
Phone-based driver communication is slow, undocumented, and interrupts drivers while they are operating vehicles.
The Scenario
A dispatcher needs to send updated pickup instructions to 5 drivers simultaneously. Currently, each update requires a phone call — the driver pulls over, answers, writes down the new info, and resumes driving. Five calls take 10 to 15 minutes.
Why It's Urgent
Phone calls interrupt drivers while they are operating vehicles. Instructions relayed verbally are often misunderstood or forgotten. There is no record of what was communicated, creating disputes when instructions are not followed.
Without MediRoutes
Send text messages from a personal phone. This creates compliance issues, uses the driver personal phone number, and messages are not logged in the trip record.
With MediRoutes
In-app messenger sends text messages directly to the driver app. Messages appear as notifications, are logged in the system, and can be sent to multiple drivers simultaneously. Drivers read when safe and respond without stopping.

Who This Helps

The Dispatcher
Needs to relay instructions to multiple drivers throughout the day without making individual phone calls.
Frustrations
  • Phone calls to drivers take 2 to 3 minutes each
  • Verbal instructions are misunderstood or forgotten
  • No documentation of what was communicated
Pain Points
  • 10 to 15 minutes to update 5 drivers by phone
  • Disputes over instructions with no record
Ideal Workflow
Type a message, send to one or multiple drivers, see read receipts, all logged in the trip record
The Driver
Receives instructions while operating a vehicle. Phone calls require pulling over which adds time to the route.
Frustrations
  • Phone calls interrupt driving and require pulling over
  • Cannot reference verbal instructions later
  • Missed calls mean missed instructions
Pain Points
  • Each phone call adds 2 to 3 minutes of stopped time
  • Verbal instructions are easy to forget
Ideal Workflow
See message notification, read at next stop, reference later if needed u2014 no need to pull over or call back

How It Works

Each step shows what happens when things go right — and what MediRoutes does when they don't.

Start / End
Process Step
Decision Point

Common Questions

Yes. Dispatchers can send broadcast messages to all drivers, a vehicle group, or a selected subset. Each driver receives the message individually on their app.
Yes. All messages are timestamped and stored in the system. They can be pulled for compliance audits, dispute resolution, or performance reviews.
Messages appear as notifications and remain available for the driver to read at their next stop. There is no requirement to read immediately. Urgent messages can be configured with audio alerts.
Yes. Two-way communication is supported. Drivers can send messages to dispatch about road conditions, patient concerns, or schedule questions.