Let customers know when a technician is due to arrive

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Customers can receive a notification letting them know when a technician is due to arrive at their 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’.

For this notification to be sent, a technician must update their status to On my Way using the mobile app.

Assigned vehicle

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.”

No assigned vehicle

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.”

More than one technician

If there is more than one technician going to a job, the notification will be sent from the first technician to update their status to On My Way. An On my Way notification is only sent once, and this notification is disabled by default.

Enabling the On My Way notification

  1. In Reveal, click the Scheduler tab and then click the Settings icon

  2. Click Email and text messages > Customers.

  3. Beside Technician on the way, click EDIT and then, on the next page, check the Enable email and text message box.

  4. Click Save & Close.

When notifications are enabled, customers receive both a text and an email.

ETA placeholder

Once you’ve enabled the Technician on the way notification, a new placeholder will appear in the Technician on the way email and text message template. The placeholder looks like this:

ETA_SCREENSHOT.png

When a technician is delayed arriving at a job, you will receive a notification in the Job alerts panel (bell icon). Click this to see the details of the delay. In the alert, you will be given the option to NOTIFY CONTACT. Click this to send an email and text message to your customer contact to let them know about the delay. Where possible, a new estimated time of arrival (ETA) for the technician will also be included in the notification.

When the customer has been notified, a tag saying Contact notified appears on the alert.

Technicians must use the Reveal Field mobile app to update their status to On my Way for the notifications to be sent.

When a technician is delayed

Technician delay notifications are enabled by default. If you choose to disable them (as per step 4 below), you will not have the option to NOTIFY CONTACT on the job alert. Instead, you will be given the option to EDIT JOB.

Customize the notifications sent to your customers when a technician is delayed by doing the following:

  1. In Reveal, click the Scheduler tab and then click the settings cog.

  2. Click Email and text messages > Customers.

  3. Beside Technician delayed, click EDIT.

  4. From the next page, you can disable the notifications by un-checking the box with Enable email and text message. You can also edit the text of the messages from here.

  5. Click Save & Close


Learn how to Set up customer notifications.

Learn how to Set up technician notifications.


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