Your Technician is on the Way - SMS / Email

In the repair industry, it is a good idea to keep your customers up-to-date about their order. “Your Technician is on the Way” canned response will allow you to send an email or SMS to your customer. The purpose of this canned response is to inform your customer that you are about to reach his/her place to perform the booked job.


 Table of content

1.0 Your Technician is on the Way- Web Settings

2.0 Sending “Your Technician is on the Way- Email”

3.0 Sending “Your Technician is on the Way- SMS”


1.0 Your Technician is on the Way- Web Settings

“Your Technician is on the Way” is one of the default responses of the repair ticket module present under the “Customers” tab.

To see the canned response Log in to the RepairDesk web app > Go to “Store Settings

Select “ Email & Notification” from the left menu > Go to the “Repair Ticket” module
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2.0 Sending “Your Technician is on the Way- Email”

To send “Your Technician is on the Way - Email” from the mobile app. Open the ticket from the “Manage Tickets” screen.

1. Tap “More Actions” > Select “Email” from the following pop up.

2. For the first time, you’ll see the following pop up.


Note: If you allowed the device to use the location only then you’ll be able to send “Your Technician is on - SMS or Email” from the mobile app.  

4. Tap on “Your Technician is on the Way - {Ticket}” from the “Select Canned Responses” screen.


5. Then the following pop-up will appear. Select the time interval.


Note : The time interval you selected shows that you’ll reach the customer’s specified location in the selected time duration.

If a valid email is present against the customer then you will see the success message that an email has been sent to the provided email address. Else you would have to edit the customer and add a valid email.

3.0 Sending “Your Technician is on the Way- SMS”

1. To send “Your Technician is on the Way - Email” from the mobile app. Open the ticket from the “Manage Tickets” screen.

2. Tap “More Actions” > Select “SMS” from the following pop up.


3. For the first time, you’ll see the following pop up.


Note: If you allowed the device to use the location only then you’ll be able to send “Your Technician is on - SMS or Email” from the mobile app.

3. Tap on “Your Technician is on the Way - {Ticket}” from the “Select Canned Responses” screen.


4. Then the following pop-up will appear. Select the time interval.


If a valid mobile number is present against the customer and SMS integration(s) is enabled on your account then you will see the success message that the SMS has been sent to the provided mobile number. Else you would have to edit the customer and add a valid mobile number.


3.1 Customized SMS

You can also send customized SMS from the mobile app.

1. Click on the “Create” icon present at the top right corner of the “Select Canned Response” screen.



You’ll be presented with the following screen.


2. Enter recipient mobile number in the “Send To” field.

3. Select the “Your Technician is on the Way - {Ticket}” canned response.

4. Select the time interval > Hit send.

Frequently Asked Question

Q. How can I allow RepairDesk’s mobile app to use my device location?

A.Go to device Settings > Search for RepairDesk mobile app >


Tap the RepairDesk mobile app > Tap Location 


                                                


Select the “While Using the App” option to enable the location. 

                                               

  

Q. How to add a custom time interval while sending “On my way Email/SMS”?

A. When you try to send “On my way Email/SMS” you’ll be prompted to select the time interval. To enter a customized time interval click on the “Custome” field.

You can enter the time interval in “Hours or Minutes”.

                                                 

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