We’re excited to introduce Coordinator-Driver Chat. Now you can message drivers directly in the Lyft Concierge portal with timely ride updates to ensure smooth pickups.
Message drivers in real time
Once a driver is assigned to a ride, you'll see a new ‘Driver chat’ tab inside the ride details card in the Concierge web app.
When you start a chat, we’ll notify the driver that you’re messaging on behalf of the rider — so no confusion about who they're talking to.
Smart features for smooth pickups
Messages are automatically translated to the driver’s preferred language, and responses will come back to you in English.
Read receipts confirm that a driver has seen your message.
Chat history is saved for 30 days and is visible to all coordinators in your program.
A note on driver notes
Driver notes are still the best place to provide pickup instruction at the time of booking. Coordinator-Driver Chat is great for real-time coordination once a driver is already assigned to a ride. Use both for the smoothest pickup experience.
Getting started
Open any active ride card with an assigned driver and select the ‘Driver chat’ tab to start a conversation. Coordinator-Driver Chat is currently available on the Concierge web app only.
What’s new in Concierge
In addition to Coordinator-Driver Chat, we recently rolled out these new features to continue improving the Concierge rider experience.
Easy Step-In Mode: This ride mode matches riders with low-clearance cars that are easier to get in and out of.
Flexible rides enhancements: Riders can now see available Flexible rides in their rider app to request a pickup at their convenience. If a rider needs help, coordinators can initiate the Flexible ride on their behalf in the Concierge portal.
Rider location sharing: Riders can share their location with Lyft via the mobile or web app for more seamless pickups.