What your customers see
Everything your customer receives — licence links, confirmations, reminders, reschedule and cancel, live tracking, codes and reviews.
Your customers never create a DriveDesk account. Everything they need arrives as a personal link or a one-time code — no password to forget, nothing to install.
What a customer receives
| Touchpoint | When | What they can do |
|---|---|---|
| Licence link | After booking, if a licence check is needed | Submit their driving licence through DigiLocker in advance |
| Confirmation | When the booking is approved | See the slot, add it to their calendar |
| Reminder | About two hours before the slot | Turn up on time |
| Manage link | With the confirmation | Request a different time, or cancel |
| Tracking link | When your staff set off on a home visit or delivery | Watch the vehicle approach |
| One-time code | At the handover | Prove they are the person collecting the vehicle |
| Review request | When the vehicle is returned | Rate the vehicle and the experience |
Rescheduling and cancelling
The manage link lets a customer ask for a different time while the booking is still scheduled. Asking does not move the slot — the request comes to your team, and the slot changes only when a manager approves it. Declining keeps the original. Cancelling, on the other hand, is immediate, and the link is consumed so it cannot be used again.
The one-time code at handover
Before handing over the keys, your staff member sends a code to the customer's phone and types back what the customer reads out. Your staff never see the code themselves, which is the entire point — the customer has to be present and in possession of the phone number you booked.
Codes are scoped to one customer and one stop. On a multi-stop home visit, verifying one household does not verify the next, and a code cannot be moved between them.
Reviews
- The review request goes out automatically when the vehicle is returned — nobody has to remember to ask.
- The link is single-use. Using it again shows a thank-you, not a second form.
- Reviews are asked for after any customer-facing job, not just test drives — a delivery earns one too.
- Your rating and recent reviews appear on your marketplace listings.
Re-sending a link
Every booking has a customer communications panel. From it a manager can copy or re-send any of the customer's links — useful when a message was missed, a link expired, or a licence submission was rejected and the customer needs a fresh attempt. On a multi-stop booking you choose whose links you are sending.
Common questions
- Do customers need an account or a password?
- No. Every link is personal, single-purpose and expires. There is nothing to sign in to.
- The customer lost their link — what now?
- Re-send it from the customer communications panel on the booking. The old one stops working.
- What can somebody with the tracking link see?
- Only the vehicle's live position and its progress towards them. No staff phone numbers, no personal details, nothing internal.
- How are one-time codes delivered?
- Codes go by WhatsApp and SMS together, so a delivery failure on one channel does not stop the handover.
Related guides
- Bookings and approvalsShowroom, home-visit and event bookings, per-customer time slots, the approval workflow, reminders and no-shows.
- Customer driving-licence checksLicence validity and identity are separate questions — pre-checks, the review queue, manager overrides and what cannot be overridden.
- Live tracking and monitoringThe live operations map, the customer's tracking link, geofence alerts, and what happens to the GPS trail after the trip.
Still stuck?
Check the FAQ for a quick answer, or ask us — we reply within one business day.