Set up On my way messages

Choose the text customers get when a technician is on the way, which line it sends from, and whether dispatchers can change the wording.

In the sidebar, open Settings, then choose On My Way Messages under Communications. The page address is /settings/org/work-order-customer-updates. The page title reads Work order customer updates.

The On my way action sends the customer a text from a work order when a technician heads out. This page decides which messages a teammate can pick, which one goes by default, and how much they can change it.

Before you start

• Your role needs permission to change work order update settings. Without it every control is greyed out.
• The messages come from your text templates. If the list under On my way is empty, write a text template first under Message Templates.

Steps

1. Under Runtime policy, turn on Enable work order customer updates. Turn it off to hide the action from every work order.
2. Under On my way, turn on Enable the On my way action.
3. In the list below it, turn on each message a teammate may choose from, such as the plain notice or the 15- or 30-minute arrival versions.
4. Press Make default on the enabled message that should go out when nobody picks another. The card at the top shows it as the Current default.
5. Back under Runtime policy, choose the Preview behavior: Preview optional, Preview required (the teammate always sees the message first), or Instant send (the default message goes with one tap).
6. Choose the Override policy: Approved templates (a teammate can switch to another enabled message), Approved + custom (a teammate with the right permission can also type a one-off text), or Default only.
7. Pick the Default SMS line the text sends from, or leave First text-ready accessible line.
8. Set the Soft dedupe window in minutes. Nova warns a teammate who is about to send the same message to the same customer again inside that time.
9. Under Arrival estimates, add the choices your team uses. Choose Exact time and enter one number, such as 15 minutes. Choose Time range and enter From (minutes) and To (minutes) for a range, such as 15–25 or 60–120 minutes. You can keep up to 12 choices, each between 1 and 480 minutes.
10. Choose whether people with custom-message permission may enter other estimates. Keep a general approved On my way message so Nova can add the chosen estimate without repeating a different arrival time.
11. Press Save changes. Reset throws away changes you have not saved.

From an active work order on the Schedule, press On my way. Tap an arrival estimate, or Default message to use the organization's configured wording and timing. If your organization allows it, Other estimate lets you choose Exact time or Time range and enter the minutes. Check the preview before sending. With permission to write custom messages, select Edit message to load the current wording and change it for this send. Organization settings managers with that permission can edit the preview even when teammates are limited to approved templates. Manage opens arrival and template settings in a new tab and only appears if you can change those settings. Completed and canceled work orders do not offer this action.

A custom email message supports bold, italic, underline, lists and links. On a phone, press Formatting to show the tools. Text messages and the organization-approved text templates remain plain text.

Tap a switch or its surrounding choice card to change it. Buttons inside an approved-message card, such as Make default, keep their own action.

What you see

• The top card sums up your choices: the preview and override choices, the dedupe window, the Current default, how many messages are approved and the default line.
• When no Default SMS line is picked, the text goes from the number chosen under Texts come from on Customer messages (Choose the number and inbox customer messages come from), or else from the first line the teammate can text from.
• Asking for a reason when a teammate sends a non-default or repeat message follows your organization's reasons policy, not this page.

If something looks different

• No active SMS canned responses are available yet.: write a text template first under Message Templates.
• A line in Default SMS line is greyed out: it cannot send texts yet.
• Default SMS line cannot be changed: your role cannot see phone lines.
• Saving says to replace the unavailable default SMS line: the line you picked can no longer send texts. Pick another line and save.

Open On My Way Messages

Share a customer photo

In Customer Messages, expand All customer messages, then Customer privacy to choose whether your organization shares technician photos. Photos start off. Each person needs a customer photo set in Team members; personal avatars are never shared automatically. See Choose the team names and photos customers see.