Dispatchers manually check schedules, calculate ETAs, compose messages, and send updates to customers for each job. This repetitive work consumes per week and often results in missed notifications or delayed updates.
Automation generates personalized ETA messages instantly, monitors technician location in real time, and sends updates automatically when delays occur. Customers receive timely notifications, and dispatchers reclaim time for higher-value work.
The full workflow, from trigger to completion.
The automation detects when a technician's status changes to 'En Route' or 'Dispatched'. The job details, customer contact, and technician information are extracted automatically.
The automation retrieves the job address, customer phone number, email, technician name, and estimated arrival time. This data is enriched with real-time location and travel time from mapping services.
The automation composes a personalized ETA message using a template, inserting the technician name, arrival window, and any service notes. The message is formatted for SMS or email based on customer preference.
The automation sends the ETA message to the customer's phone number SMS. A delivery confirmation is logged automatically.
The automation records the notification event, timestamp, and delivery status in the job record. This creates an audit trail and prevents duplicate messages.
The automation periodically checks the technician's location against the original ETA. If a delay is detected, a new message is automatically sent to the customer with the revised arrival time.
When the technician's status changes to 'On Site', the automation sends a final confirmation message to the customer. A completion record is logged.
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