Overview
The "Technician On the Way" feature enables automatic customer notifications when a technician marks themselves as En Route for a work order. This ensures customers are informed about the technician's arrival, enhancing transparency and customer experience.
How to Send the Notification
- Open the app of the assigned technician.
- Click En Route on the relevant work order.
- The customer will automatically receive the notification.
How to Enable SMS & Edit the Template
Contact Customer Success at support@gaiia.com to enable this feature. Specify whether it should be enabled in the Production or Sandbox instance. Once enabled in gaiia, you can manage the communication to make it your own.
- Go to
Settings > Communication > System Messages - Locate the message where Service is Workforce and the Name is Technician On the Way
- Create or edit the SMS and email template using the MJML
- Toggle the status to Active to start sending notifications when the technician marks themselves as En Route
Inform your technicians about this feature before enabling it to ensure they understand its use and implications. A communication can't be unsent.
Additional Information
- This notification supports both SMS and email, depending on the customer's communication preferences.
- Ensure templates are configured for all supported languages to avoid missing customer notifications.
- Merge tags like
{{customerName}}and{{address}}can personalize messages. Learn more about merge tags in the Merge Tags Documentation.
To send any SMS messages, your organization must have an active SMS integration set up. Please contact your administrator to ensure this integration is configured properly.