Customers can receive a Technician on the way notification to let them know when a technician is due to arrive at the job. This notification is sent by email and text message and includes an estimated time of arrival (ETA), or a message stating that the technician will arrive "soon".
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If a technician has a vehicle assigned to them, an ETA with a time will be sent to the customer in the notification. For example: “Your technician is expected to arrive at 2:30 PM”.
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If a technician does not have a vehicle assigned to them, the customer will not receive an ETA with time. Instead, they will be informed that the technician will arrive “soon”.
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If there is more than one technician going to a job, the notification will be sent from the technician who is first to update their job status to "On My Way".
This article describes the following:
An On my Way notification is sent to the customer when a technician changes their status to "On My Way" in the Field mobile app. This notification is disabled by default.
To enable this notification:
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In Reveal, click the Scheduler tab and then click Settings
> Email and text messages > Customers.
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Beside Technician on the way, click EDIT.
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Select the Enable email and text message check box.
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Click Save & Close.
Note
When notifications are enabled, customers receive both a text and an email.
Once you’ve enabled the "Technician on the way" notification, a new placeholder is displayed in the Technician on the way email and text message template. The placeholder looks like this:
When a technician is delayed arriving at a job, you will receive a notification in the Job alerts panel . Click the bell icon to see the details of the delay.
On the job alert, click NOTIFY CONTACT to send an email and text message to your customer contact to let them know about the delay. Where possible, a new ETA for the technician will also be included in the notification.
When the customer has been notified, a tag saying Contact notified is displayed on the alert.
Technician delay notifications are enabled by default. If you choose to disable notifications (as per the following procedure), you will not have the option to NOTIFY CONTACT on the job alert. Instead, you will be given the option to EDIT JOB.
To customise the notifications sent to your customers when a technician is delayed:
Learn how to Set up customer notifications.
Learn how to Set up technician notifications.