Uber Rolls-Out In-App Communication Between Drivers and Riders


Uber Kenya has announced a new feature “In-App chat” that allows drivers and riders to chat from the app free of charge. Initially, riders and drivers could communicate via Short Message Services (SMS) or through telephone calls.

The In- App chat will be cheaper for both riders and drivers enabling them to communicate easily and faster without toggling between Uber and their cell phone applications. . This enhancement is part of Ubers’ continuous efforts to enhance the experience of riders and drivers  while using the  Uber app. The new feature works fairly easy.

When a rider books a ride, there is a ‘contact’ button on the pull-up menu at the bottom of the screen. Riders are then able to initiate a chat with the driver and vice versa, the messages will show a read receipt for the sent messages. On the other hand, drivers can acknowledge receipt with one tap to their app to send a ‘thumbs up’. That way, they can stay focused on the road. Both riders and drivers will see if their chats are delivered and read.

Uber General Manager East Africa Mr. Loic Amado said, “Every great ride starts with thepickup, so we’re always thinking about ways to make the pickup experience as frictionless as possible for riders and drivers alike.

In-App chat will help riders and drivers easily connect should they need to get in touch with one another to solve for things like road closures, or to just provide information on their exact location.” Additionally the new in-app feature provides an alternative to calling for riders and drivers, should they want to get in touch. However, for one to access this feature, one has to have the latest version of the app to use.

“This is our first step towards leveraging real-time- messaging to enable seamless
communication experiences for our customers and help them connect in both the digital and
physical worlds” concluded Loic.



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