---
key: tell-a-customer-you-are-on-the-way
title: Tell a customer you are on the way
audience: staff
section: operations
routes: ["/work-orders/:uid/:tab?/:itemUid?"]
permissions: ["work_orders.customer_updates.send"]
features: ["work_orders.core"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Send the customer an On my way text or email from the work order, pick who gets it and which approved message, and check the preview before it goes.
keywords: [on my way, heading over, en route, ETA text, running late, technician on the way, let the customer know]
related: [set-up-on-my-way-messages, work-on-a-work-order, see-what-customers-are-being-sent]
---

In the sidebar, open **Operations**, then **Work Orders**, and open the work order. Press **Actions**, then **On my way**. A panel opens on the right. The page address is `/work-orders/` followed by the work order.

Nothing is sent until you press the send button at the bottom of the panel.

## Before you start

- Your role needs permission to send work order customer updates. Choosing another approved message and writing your own each need a further permission.
- An admin turns the action on and chooses the approved messages under **On My Way Messages** ([[set-up-on-my-way-messages]]).
- To text, your organization needs texting in its plan and a texting number you can send from.

## Steps

1. At the top, choose **Text** or **Email**.
2. Check **Recipient**. When the customer has more than one number or address that can get updates, pick the right one.
3. Under **Arrival timing**, press **Default** or one of the timing buttons your admin set up, such as a 15-minute or 30-minute arrival.
4. Or pick how the message is written:
   - The organization's default message, the first card.
   - **Approved alternate**, then choose one from **Approved template**.
   - **Custom message**, then type the message exactly as the customer should read it. Merge fields such as the customer's name do not fill in here.
5. If Nova asks for a reason (a non-default message, or a second update soon after the first), pick a **Reason category** and type a **Business explanation**.
6. Read the **Preview**. It shows the exact text, and the subject line for an email. The email subject starts with “We’re on our way”, followed by the work’s name. **On my way** is the name of your send action.
7. Press **Send text** or **Send email**.

## What you see

- Nova confirms with "On my way text sent." (or "queued" when it goes out a moment later) and closes the panel.
- The message lands in the customer's conversation, linked to this work order, and in the customer notifications log.
- The work order's status does not change. When you get there, select **Log time** at the top of the work order, choose **Start timer** in the drawer and confirm the start: your timer starts and the work order moves to its started status.

## If something looks different

- **Recently sent** and "A similar update was already sent" appear: the customer already got one. Send again only if they need it.
- The preview warns that the customer expects a different time: they have not been told about the current schedule yet. Check the time before you send.
- A line starting "Missing merge data" lists fields: the message will go out with those details blank. Fill them in on the work order or pick another message.
- **Preview disabled**: your organization sends this action instantly; the message is written when you press send.
- The panel says the update is unavailable: the account is marked do not contact, the customer has no number or email that can get updates, or the action is turned off.
- The footer says **Texting isn't part of your plan**, or that you have no texting number yet: switch to **Email**, or ask your admin.