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WorkWing Docs

Customer notifications

WorkWing can text a customer the moment their engineer sets off, so they know somebody is on the way without ringing you to ask.

Open Settings, pick the brand in the Scope selector, click Brand settings, then the Notifications tab. You need the Tenant Admin role.

Text messages are part of the Basic plan and above.

The switch

Section titled “The switch”

There’s one: En-route SMS to customers. It’s off until you turn it on, and it’s set per brand, so a residential brand can text while a commercial brand stays quiet.

A message goes out when the engineer moves their assignment to En route on the mobile app.

Three things have to be true

Section titled “Three things have to be true”

Turning the switch on doesn’t text anybody by itself. A message is sent only when all three of these hold.

  1. Your plan includes SMS. Basic, Standard and Professional do; Free does not.
  2. The switch is on for the job’s brand.
  3. The customer has SMS opt-in ticked on their own record.

A customer without opt-in gets no text, however the brand is set up. On Free the switch changes nothing, whoever has opted in. Opt-in lives on the customer record and shows as a pill on their summary card. See Customer details.

Texts go to UK numbers. A customer with a number outside the UK doesn’t get one, and nothing is queued waiting for a day when they might.

What the message says

Section titled “What the message says”

The wording is fixed. It opens with your brand name, uses your brand’s own word for an engineer, names the person by their first name, and gives an arrival window:

Acme Heating: Your engineer Sam is on the way, and should be with you within 30 mins.

When the job carries a verification code, the code is in the message too, so the customer has it before anyone knocks. If WorkWing can’t work out a travel time, the customer still gets a text saying somebody is on the way, without a window it can’t stand behind.

Replies

Section titled “Replies”

WorkWing doesn’t read replies to that text, and the message tells the customer to contact you directly. To stop texting somebody, clear their SMS opt-in on their customer record. That takes effect straight away.

Your allowance

Section titled “Your allowance”

Each paid plan includes a monthly allowance of texts. Passing it doesn’t stop the messages going out and doesn’t add anything to your bill. See Plan limits and overage.

Driving your own notifications

Section titled “Driving your own notifications”

If you’d rather send the customer something of your own, the assignment.en_route webhook fires when an engineer sets off, whether or not WorkWing could work out an arrival time. When it could, the payload carries the estimated arrival; when it couldn’t, those fields are null. It fires whether or not the text is switched on. See Webhooks.

What’s next

Section titled “What’s next”