Customer ETA & On-My-Way Updates

Q: Does a dispatcher still need to write the text message?

No, the message is generated and sent automatically based on the calculated arrival window.

Q: Can this work with the scheduling and messaging tools we already use?

Yes, it is built to connect with common job scheduling, texting, and support ticket tools rather than replace them.

Q: What happens if a customer asks to reschedule?

The reply is flagged so a dispatcher can quickly coordinate a new time with the technician.

Q: Will this disrupt our existing job and ticket records?

No, it reads from and updates the same job and ticket records already in use without changing historical data.

Customers get accurate arrival windows and on-my-way messages without dispatchers lifting a finger.

228 hrs

Manual time identified

Companies have mapped

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About This Automation

Sending customers an updated arrival window requires a dispatcher to check technician progress, estimate a new time, and text the update by hand. Doing this for every job creates constant interruptions and delays that frustrate both customers and technicians.

The automated version watches job status in real time, calculates the arrival window, and sends the text without anyone typing a message. Updates go out faster and more consistently, and the job record stays current on its own.

Key features:

Detects job status changes and recalculates the arrival window automatically

Sends a text update to the customer without manual drafting

Logs every ETA update against the support ticket for a full audit trail

Confirms the promised arrival window with the technician automatically

Writes the final confirmed or rescheduled time back to the job record

Flags reschedule requests for quick human follow up when needed

Data insights How it works Apps used What you get FAQ

Top friction points when done manually

The issues teams report most often with this process

#	Friction point	Companies Report This
1	Customer reschedule handling drags on Coordinating a new time between customer and technician takes the longest of any step.	80%
2	Arrival estimates are inconsistent Manual calculation of the new window varies by dispatcher and often runs late.	67%
3	Updates get delayed during busy periods When several jobs run behind at once, texting updates falls behind schedule.	53%
4	Technician confirmation is easy to skip Confirming the promised window with the technician gets missed under time pressure.	40%
5	Ticket logging is inconsistent Notes about sent updates are sometimes skipped or added after the fact.	26%

Disclaimer

Automation readiness

How well-suited this process is for automation

Process Pain Score™

9.0/ 10

AI Fit Rating™

9.0/ 10

Automation Lift Index™

8.7/ 10

Hidden Overhead™

7.2/ 10

How The Automation Works

The full workflow, from trigger to completion.

1. Job Status Changes To En Routetrigger

A job moves to en route or is flagged as running behind schedule.

2. Calculate Live ETA

The ETA pulls current job progress and drive time to compute an updated arrival window.

3. Send ETA Text

Sends the customer a text with the technician's name and the new arrival window.

4. Log ETA Update

The support ticket is automatically updated with the ETA text and timestamp.

5. Notify Technician

Confirms the promised arrival window to the technician so their pace matches expectations.

6. Dispatcher Handles Reschedule Request

If the customer asks to move the appointment, a dispatcher steps in to agree a new time with the technician.

7. Update Job Record

The confirmed or rescheduled arrival time is written back to the job record automatically.

Most popular tool stack used

— the complete tool combinations companies use

55% of companies

25% of companies

15% of companies

Disclaimer

What you get when you map this process

Everything you need to understand, plan, and build your automation.

ROI and business case

What this process costs today and what changes once it's automated.

Launch schedule

What gets built, in what order, and what success looks like once it's live.

Process runbook

How the automation runs day to day, including exceptions and human decision points.

Developer handover pack

Full build spec, logic, and configuration — ready to hand off without a briefing call.

Integration and connections guide

Every tool connection, credential, and data mapping the build needs.

Test and QA plan

448 hrsIdentified

4Mapped

View

Frequently asked questions

Everything you need to know before mapping this process.

What triggers a customer ETA update in this workflow?

A change in the technician's job status in the scheduling system starts the process automatically.

Does a dispatcher still need to write the text message?

Can this work with the scheduling and messaging tools we already use?

What happens if a customer asks to reschedule?

Will this disrupt our existing job and ticket records?

View more FAQs

Process pain:9.0/10

Mapped by:4 Companies

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Page updated 10 August 2026