--- title: "Contact information and handoffs" description: "Understand visible business or customer contact controls without placing a call, sending a message, copying private data, or opening a provider." canonical: https://docs.ordering.co/docs/products/driver-app/communication/contact-business-customer/ --- # Contact a business or customer Driver App can display business or customer contact information in order detail, and can detect a phone-like sequence in order chat. Depending on the visible data, the client can offer email, phone, **Copy Text**, **Call**, or **Text** handoffs. This reference is pre-action only. Do not call, send SMS, email, copy private order content, or open an address/map provider while using it. A visible value or control does not prove that the contact is correct, authorized, reachable, safe to share, or successfully handled by the operating system or provider. ## Availability Contact presentation depends on an authenticated order/detail or chat result containing the relevant business, customer, or message text. Some logistics states suppress business contact fields. Missing or malformed values can hide a control or produce an invalid/unsupported-link alert. The current order relationship and data read are separate from permission to contact someone. Follow your organization's privacy and delivery policy before using any real contact information. ## State and result matrix | Visible state | Controls that can appear | Source-defined intent | What remains unproven | | ------------------------------------ | --------------------------------------------------------------------------- | ----------------------------------------------------- | --------------------------------------------------------- | | Business details expanded | Email, cellphone, phone, address, notes | Prepare email, telephone, or address-provider handoff | Contact ownership, consent, provider support, or delivery | | Customer details expanded | Email, cellphone, phone, address and notes | Prepare email, telephone, or address-provider handoff | Identity, consent, accuracy, or task authorization | | Invalid telephone value | Contact text can remain visible; the link can be marked invalid. | Show an invalid-number alert instead of dialing. | Correct replacement number | | Unsupported email/address link | Visible value with provider handoff unavailable | Show an unsupported-link alert. | That another provider can handle it safely | | Chat message long-pressed | **Copy Text** plus **Call**/**Text** when a phone-like sequence is detected | Copy the whole message or open telephone/SMS scheme | That detected digits are a real or intended contact | | Chat text has no phone-like sequence | **Copy Text** and **Cancel** only | Local clipboard or close-popup intent | That message content is safe to copy/share | | Contact popup closed with **Cancel** | Popup clears locally. | No external handoff. | No contact action occurred elsewhere | | Order-detail copy control | Can copy a broad formatted order summary containing contact and order data | Local clipboard write | Privacy, redaction, destination, or later paste behavior | The chat detector uses the first phone-like sequence with enough digits and removes formatting before preparing Call/Text. It cannot know whether the sequence is a phone number, an order reference, stale data, or the intended recipient. ## Effects and boundaries | Boundary | Client behavior | Public limit | | --------------- | -------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------ | | Contact display | Renders returned names, email, phone, address and notes. | Display is private order data, not verified directory authority. | | Telephone | Prepares a device telephone URL. | No availability check is required for some telephone branches; opening/ringing/answering are unproven. | | SMS | Prepares a device messaging URL from sanitized detected digits. | Draft/open/send/delivery are separate and unproven. | | Email | Checks whether a device provider reports the email URL supported before opening. | Compose/send/delivery are unproven. | | Clipboard | Copies chat text or a broad order-detail summary locally. | Clipboard persistence, privacy and later sharing are outside Driver App control. | | Address/map | Prepares a platform-specific address/coordinate URL. | This is a map/navigation-provider contract, not contact completion. | | Chat/read/write | Contact detection operates on visible message text. | Message participation, send authorization, read receipt and server visibility are separate. | ## Interpret contact controls safely - Expand contact details only when needed for the active delivery. - Keep customer contact and order details private; do not include them in support tickets or shared reports. - Copying message or order text can put private information on the device clipboard. Use only the details needed for the active delivery. - **Call**, **Text**, email, phone, address, and map links can open external apps or share information. Use them only when needed for the delivery and confirm the recipient or destination first. - Use **Cancel** to close a chat contact popup without a handoff. - If real contact is operationally required, use the separately authorized workflow and verify the external app result independently. ## Platform and provider variations - iOS and Android use different address/map schemes and can route phone, SMS, email, or maps to different installed providers. - A device can report a scheme unsupported, reject it, or open a chooser; none of those states confirms contact. - Telephone and SMS formatting/behavior can vary by country, provider, and installed app. - Clipboard contents can persist outside Driver App and be read by other software according to platform policy. ## Troubleshooting | What you see | What to check | Safe recovery | | ---------------------------------------- | ---------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------- | | No contact information | Current order relationship, returned detail, and logistics/status visibility | Do not obtain contact data from another product. Ask the order owner to verify the supported channel. | | **Invalid number** alert | Returned phone format is not accepted by the client branch. | Do not edit or guess the number; report only that the phone field is invalid. | | Unsupported-link alert | No provider reported support or the URL is unavailable. | Close the alert; do not build or paste a private URL manually. | | Chat detects the wrong number | The detector matched a phone-like digit sequence, not verified identity. | Select **Cancel**. Do not call, text, or copy it. | | External app opens but result is unclear | Driver App handed control to the OS/provider. | Do not repeat. Return to Driver App and verify only its visible state. | | Contact data was copied accidentally | Clipboard now contains private order/message information. | Follow your organization's approved device/privacy cleanup process; do not paste or share it. | | Address opens a map instead of contact | Address ownership belongs to navigation/provider behavior. | Use the navigation guide; do not infer arrival or contact success. | **Related guides:** [Order details](https://docs.ordering.co/docs/products/driver-app/deliveries/order-details/) · [View order conversations](https://docs.ordering.co/docs/products/driver-app/communication/messages/) · [Use order chat](https://docs.ordering.co/docs/products/driver-app/communication/order-chat/) · [Open external navigation](https://docs.ordering.co/docs/products/driver-app/maps/open-navigation/)