Automated Updates That Eliminate ‘Where’s My Tech?’ Calls
Customer Communications in SkilledOS automates SMS and email updates at every stage - appointment confirmation, tech dispatched, tech en route, job in progress, job complete - so customers never need to call your office.
SCR-14
Communication timeline showing automated SMS and email messages sent at each job stage with delivery status indicators
How It Works
1. Set Trigger Rules
Choose which job stages trigger a customer notification: booking confirmed, tech dispatched, en route, arrived, or job complete.
2. Customize Templates
Write your message templates with merge fields. Preview how they look with real customer data before activating.
3. Messages Send Automatically
As jobs progress through stages, customers receive timely updates without your office staff lifting a finger.
Key Capabilities
- Automated SMS and email triggers at every job stage: booked, confirmed, dispatched, en route, arrived, complete
- Customizable message templates with merge fields for customer name, tech name, arrival window, and job details
- Two-way SMS lets customers reply directly to automated messages - responses route to the assigned tech or office
- Real-time ETA updates sent automatically when the tech is en route using live GPS data
- Review request automation sends a follow-up message after job completion asking for a Google or Yelp review
- Communication history logged on the customer record for full visibility across your team
How This Affects Your Profit
Every "where are you?" call costs your office 4-6 minutes. Multiply by 15 calls a day - that's 90 minutes of payroll spent on status updates. Automated SMS eliminates them, freeing your office staff to focus on booking new revenue instead of fielding check-in calls.
Common Questions
Can I customize the automated messages?
Yes. Every message template is fully editable. You control the wording, timing, and which job stages trigger a notification. Merge fields pull in dynamic data like the customer's name, the tech's name, and the estimated arrival time.
Do customers reply to automated SMS messages?
They can. Two-way SMS is built in. When a customer replies to an automated message, the response is routed to the assigned technician's mobile app and logged on the customer record in the office dashboard.
Will this work with my existing phone number?
SkilledOS provisions a dedicated business number for automated messages. If you prefer to use your existing number, our team can help configure forwarding so replies still reach the right person.
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