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Customer portal

The customer portal is a public page that shows a customer where their job is up to. They get a link in the emails you already send, enter their postcode, and see the status. There is no account and nothing to sign into.

Open Settings > Customer Portal. You need the Tenant Admin role, and the portal is on the Professional plan.

Turning it on

Section titled “Turning it on”

Switch on Enable customer portal and click Save. Tracking links are added to your customer notification emails from then on, and you do not have to change your email templates.

The link looks like track.workwing.io/XXXX-XXXX. Each job gets its own.

What the customer sees

Section titled “What the customer sees”

The page carries your brand’s logo and colour, and uses your brand’s words for job, customer and engineer, so it reads like you rather than like WorkWing.

Before anything is shown, the customer enters the postcode of the job’s address. Get it wrong and the page shows nothing, so a forwarded link on its own does not give the job away.

Once they are in, they see where the job has got to:

Received > Scheduled > On the way > In progress > Complete

While someone is on the way, the page names them: “Your engineer Sam is on the way”. A cancelled job shows a cancellation notice asking the customer to get in touch, instead of the steps.

Showing more than the status

Section titled “Showing more than the status”

Two more switches decide how much the page gives away. Both need the portal switched on.

Show service summary adds the job type, under Service, so the customer sees what has been booked and not only when. The booked window itself is shown either way, under Booked for, as soon as the job has one.

Show resource location while en route puts the assigned resource on a map while they are travelling. It stops as soon as the job starts or finishes.

The position on the map is deliberately approximate and slightly behind, and the page tells the customer so: “A rough location for your engineer, not an exact one.” Nothing is shown before they set off, or once they arrive.

Using your own tracking page instead

Section titled “Using your own tracking page instead”

If you would rather show tracking on your own site, the API gives you the same information this page shows, including the rough location. See Building your own tracking page. You do not need the portal switched on to use it.

What’s next

Section titled “What’s next”