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.
The full workflow, from trigger to completion.
A job moves to en route or is flagged as running behind schedule.
The ETA pulls current job progress and drive time to compute an updated arrival window.
Sends the customer a text with the technician's name and the new arrival window.
The support ticket is automatically updated with the ETA text and timestamp.
Confirms the promised arrival window to the technician so their pace matches expectations.
If the customer asks to move the appointment, a dispatcher steps in to agree a new time with the technician.
The confirmed or rescheduled arrival time is written back to the job record automatically.
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