About This Automation
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.
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.
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.
Most popular tool stack used
— the complete tool combinations companies use
ServiceTitan
Twilio
Google Sheets
Gmail
SlackWhat 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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