Manually calculating technician ETAs and sending customer updates is time-consuming and error-prone. Support agents spend per job cycle checking schedules, estimating arrival times, drafting messages, and logging communications.
Automation calculates precise ETAs based on real-time technician location and traffic, then sends proactive customer updates automatically. the team regains hours each week for higher-value customer interactions.
The full workflow, from trigger to completion.
The automation is triggered when a job status changes to 'In Progress' or reaches a milestone (technician en route, halfway complete, final inspection). The trigger pulls the job ID, technician details, and customer contact information.
The automation retrieves the current job record, technician location, and any custom fields (e.g. service type, address). This data feeds into the ETA calculation.
The automation calculates the realistic ETA by combining technician location, traffic data, job complexity, and queue position. It outputs a precise arrival window and any relevant notes.
The automation generates a personalized message with the ETA, job details, and next steps. The message is tailored to the customer's preferred tone and includes any special instructions.
The automation checks the customer's preferred contact method (stored) and routes the message accordingly.
If SMS is preferred, the message is sent with the ETA and customer support contact details.
The automation records the message sent, timestamp, and delivery status job record and customer timeline for full audit trail.
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