On my way texts and appointment messages

Homeforce texts (and for confirmations, emails) your customers automatically as their visit moves along. You don't have to remember to send anything.

#The messages

Message	When it goes out	Sent by
Booking confirmation	A visit is scheduled for a future time for the first time. Includes the date and arrival window.	Text and email
Appointment reminder (24h)	About a day before a scheduled visit.	Text
On my way	The visit is set to En Route. Includes the tech's first name and ETA in minutes.	Text
Job completed	The visit is set to Completed.	Text

The default on-my-way text reads: "Hi Sam, Maria from Acme Heating is on the way and should arrive in about 20 minutes."

#How the ETA is worked out

When a tech taps On my way in the field app, Homeforce uses their phone's location and the customer's address to estimate drive time. If either isn't available (for example, the visit was marked en route from the office), the ETA defaults to 25 minutes.

The tech named in the text is the lead tech on the visit.

#Change the wording or turn one off

1. Go to Settings → Automated messages.
2. Find the message.
3. Click On to turn it off (the button switches to Off; click again to turn it back on).
4. To change the wording, open the message, edit the Text message (and Email subject and Email body where there is one), then click Save.

Each message uses placeholders like {{first_name}}, {{tech_name}}, {{eta}}, {{date}} and {{window}} that fill in for each customer.

#Things to know

• Rescheduling a visit doesn't send a new booking confirmation.
• Customers who replied STOP aren't texted.
• Texts go out from your connected phone system or your Homeforce texting number.
• Booking confirmations only go out for visits in the future, so scheduling something after the fact won't text the customer.