Personalise the contact details you want to be displayed on the customer contact pop-up for support, along with the optional user information displayed. Customers want to know more about who is going to attend their property. Provide your customers with the knowledge that the person at their door is the person they expected. When the user taps travel in the app, the customer receives an SMS that can include the link to this portal for monitoring the journey, providing added convenience during a busy day. Additionally, with vehicle tracking customers can see where the user is on their journey and plan accordingly.
Prerequisites
Can't see SMS settings? Contact our client services team to discuss this optional add-on.
View setting
➡️ Profile icon > Settings > Self-service > On our way portal settings > View
Configure the portal
Engineer details
You can provide customers with some details about who is on their way to their property. Official numbers can provide added comfort in credentials while the tagline gives some personalisation ahead of arrival.
Show engineer industry number - Tick/Untick >Save
Show engineer tagline - Tick/Untick >Save
Set your user's Tagline and Official numbers by editing their user details.
Communications
➡️ Set Contact Details in the Customer Support Pop-Up
Email Address
Don’t Show Email: No email address is shown.
Show Company Email: Display the email from Company Details.
Enter Email: Manually enter an alternative email address in the ‘New Email’ field.
Phone Number
Don’t Show Phone: No phone number is shown.
Show Company Phone: Display the phone number from Company Details.
Enter Phone: Manually enter an alternative phone number in the ‘New Phone’ field.
Custom Text Options for Contact Pop-Up
Contact Support Description
Contact Support Title
Contact Support Available Timing
Turn off the contact pop-up by setting both the phone number and email address to 'Don't show'.
Notifications
Set In-System Notifications for Review Feedback
Send Notification To: Select access roles from the dropdown to receive in-system notifications when a service job is booked.
Set Up Email Notifications for Service Job Bookings
Selecting Users or Access Roles
To: Select desired users or roles from the dropdown to receive email notifications.
Using Custom Email Address(es)
To: Manually enter an email address and press the 'Return' key to add it.
Choose an Email Template
Email Templates: Select a template from the dropdown (ensure a suitable template is created in advance for this purpose).
Click Save