Setting clear customer expectations around arrival time creates a great customer experience, and also prevents annoying 'no shows' that waste your time.
Using tags and automations, you are able to send a text to a customer to let them know your engineer is on their way.
Here is a quick video that shows you how:
Cant find 'Send SMS' as a automation action? let our team know, and we'll get that feature turned on for you.
Sending automated SMS messages to customers
From your dashboard, select "Automations" from the bar on the left hand side
Click on "Create Automation"
Click on "Create new automation"
Name your new automation
Change the Trigger Automation type to "Event"
Set the trigger to "Tagged"
Click to add a new condition
In this instance, we are going to set the condition as "The newly-added tag", "equals", "On Way".
On Way matches the tag used for the event status- for more about tags, visit What are tags?
To set up the SMS, click "Add action"
Choose "SMS Notification" from the drop-down list
Choose "Customer phone number"
Click in the message area to add your text
Add custom variables to your messages from the list on the right
Once you are happy with your message, click "Save changes"
If you would like your automation to be active straight away, click to turn it on
Once you are happy with your automation, click save!