Tell a customer you are on the way

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.

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.