The on way notification is an essential tool for customer communication, sending an automatic Email and SMS notification to the opportunity contact when the engineer or technician accepts the diary event related to the opportunity. This real-time update keeps customers fully informed, significantly enhances communication transparency, and ultimately reduces the volume of inbound follow-up calls and administrative time for your office staff.
How to access the on way opportunity notification setting
➡️ Go to your Profile icon → Choose Settings → Locate Schedule and dispatch settings in the Categories menu → Click View next to On way notification
How to set up an on way notification
You can define which opportunity templates and sales personnel trigger an on way notification, and customise the communication templates.
In the table on the left, click the relevant Opportunity template you wish to configure the notification for, or select the default Any option to apply the rule broadly.
Select the relevant Sales person from the middle column's list. Choosing Any will apply the rule regardless of who owns the sale.
Use the Email dropdown to choose the communication template that will be sent. You can click Add new template if a suitable one does not exist.
Use the SMS dropdown to choose the text message template that will be sent.
Review the message preview on the right-hand side in the Desktop and Mobile views to ensure the content is correct and professional.
Click Save to activate the notification rule.
The existing templates you created for this setting have now moved to Email settings under the folder Opportunity template - On way notifications
Refer to the article Email templates.
How to change/delete the On way notification template
➡️ For Email section:
Click 'Clear' under the email section and replace it with the required template.
➡️ For SMS section:
Click 'Clear' under the SMS section and replace it with the required template.
🎓 Want more training?
For further training on configuring the scheduling engine, check out our Self service course in the Commusoft Academy.
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