About This Automation
Dispatchers manually compose and send ETA messages to customers for each service call, then monitor for delays and send updates throughout the day. This repetitive work consumes hours daily and leaves customers waiting for arrival information.
Automation calculates real-time ETAs based on technician location and traffic, generates personalized messages, and sends them automatically. Dispatchers focus only on exceptions and urgent customer inquiries.
Top friction points when done manually
The issues teams report most often with this process
Automation readiness
How well-suited this process is for automation
How The Automation Works
The full workflow, from trigger to completion.
A new service job is assigned to a technician. The system captures the customer phone number, technician name, and estimated arrival window.
An automation queries the technician's current location and calculates the actual arrival time based on distance and traffic data. The ETA is compared against the original estimate.
The automation sends a templated SMS to the customer with the technician name, arrival window, and callback number. The message is logged.
The automation continuously monitors the technician's location and job status. If a delay of more than 15 minutes is detected, the system triggers an updated ETA message.
If the technician is running late, an updated ETA message is automatically sent to the customer without dispatcher intervention.
When the technician confirms on-the-way status in the field app, the automation automatically sends a confirmation message to the customer with final ETA.
All automated messages, timestamps, and delivery status are logged and so the dispatcher has a complete audit trail without manual entry.
If a message fails to send or the technician goes offline, the dispatcher is alerted so they can intervene manually if needed.
Most popular tool stack used
— the complete tool combinations companies use
HubSpot
Twilio
Slack
Google SheetsWhat 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
Every scenario checked and signed off before the automation goes live.
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Frequently asked questions
Everything you need to know before mapping this process.
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