When a tech changes a job's status to En Route, Run a Call automatically sends an "On my way" SMS to the customer. No buttons to press; the status change is the trigger.
What the customer gets
A simple text from your business number — something like:
Hi {first name} — Maria from Acme Heating is on her way and should arrive shortly.
The wording is from a hard-coded template (not user-editable yet).
How the trigger works
| Step | What happens |
|---|---|
| 1 | Tech taps On my way on the mobile app. |
| 2 | Job status flips to En Route. |
| 3 | Run a Call's SMS dispatch system enqueues the on_my_way SMS. |
| 4 | The SMS sends within seconds. |
Deduplication
If a tech accidentally taps On my way twice within a short window — say, they tapped, then realized they hadn't left, tapped something else, and came back — the platform won't send the SMS twice.
There's a 5-minute deduplication window: if an on_my_way SMS has already gone out for a particular job in the last 5 minutes, the second send is suppressed. Techs can re-tap status without spamming the customer.
Re-sending after the window
If 5+ minutes have passed and the tech taps On my way again, a second SMS does go out. Use this for situations where there was a real delay and you want to update the customer:
Set status back
To Scheduled or In Progress.
Wait 5+ minutes
The dedupe window must clear.
Set to En Route again
Fresh SMS goes out.
What's NOT supported today
- User-editable on-my-way text — the template is hard-coded.
- ETA in the message — currently the SMS says "soon" or similar, not "arriving at 2:15 PM."
- Customer photo / tech bio — the SMS is plain text; no embedded tech profile.
- Tracking link — no real-time GPS tracking link the customer can open.