Feature: Messaging Platform (for customers)

On CitizenShipper, much of the activity happens within our Messaging Platform. This is where you can communicate with drivers, confirm their availability for your preferred transportation dates, ask about their experience and practices, and confirm your booking.

If you’ve used messaging apps like WhatsApp, iMessage, or Google Hangouts, the experience will feel familiar. Here’s a quick overview of what the Messaging Platform offers:

• A fast, mobile-optimized interface that keeps conversations running smoothly on any device
• A clear, upfront price overview so you always know what you’re paying and when.
• A comprehensive driver profile view to help you better understand the drivers' experience.
• Suggested questions to help you learn more about each driver and decide if they’re the right fit for your shipment.

Keeping all communication on the platform helps ensure everything is documented in one place. This can be especially important if questions come up later about pricing, timing, or agreed-upon details. It also helps both customers and drivers stay protected and aligned throughout the shipment process.

If you’d like a closer look, here’s how the messaging screen is structured:

As you can see, the screen is divided into multiple sections. Let's look at each of those in turn: 

Summary (Top Right)

At the top right of the screen, you’ll find a snapshot of the driver you’re chatting with. This includes their photo, company name, average rating, and a brief summary of their experience.

Offer (Mid-Right)

The Offer section clearly outlines the driver’s quote, (in this case $900). When you’re ready to move forward, simply click the Proceed to Booking button.

Before booking, make sure all important details, such as timing, special requirements, or expectations, are discussed within the platform. Keeping these details in one place creates a clear reference point for both parties.

Main Conversation Screen (Central Panel)

The main conversation appears in the center of the screen. Messages update in real time, so there’s no need to refresh the page while chatting.

Using the Messaging Platform for all communication helps avoid misunderstandings and keeps a complete history of your conversation. Centralized messaging systems are designed to reduce communication gaps and keep everyone on the same page.

Other Features

Need to update shipment details, like the pickup date? Just click the three dots and select the Edit option to make changes quickly. Be sure to discuss any updates through the platform so both you and your driver have a shared record of changes.

We designed this feature to make communication easier, safer, and more transparent, helping you find the right driver and complete your shipment with confidence!
 

What to read next

For advice on staying safe while messaging transporters, see our article on Background screenings (2-min read) and what to discuss with your driver before booking. (2-min read).

 We also recommend the Dealing with drivers section of our Help Center.