Technician Arrival Notifications

Hi there! Happy to help you set up arrival notifications that keep your customers in the loop. This feature automatically notifies customers when your technician is on the way and when they've arrived at the job site.

How Arrival Notifications Work

FieldPulse offers two types of arrival notifications:

• En Route notifications — Sent when a technician marks themselves as traveling to the job
• Arrived notifications — Sent when a technician confirms they've reached the customer location

Both can be delivered via SMS, email, or both — whichever your customer prefers.

Enabling Notifications for Your Account

1. Navigate to Settings > Notifications in the web app
2. Scroll to the Customer Notifications section
3. Toggle Technician Arrival Updates to On
4. Choose your default delivery method (SMS, Email, or Both)
5. Click Save Changes

Great question — yes, you can override these defaults for individual customers! Just edit the customer record and adjust their notification preferences.

How Technicians Trigger Notifications

Technicians control notifications directly from the FieldPulse Mobile App:

1. Open the work order from their job list
2. Tap Update Status
3. Select En Route — this triggers the first notification
4. Upon arrival, tap Update Status again and select On Site — this sends the arrival confirmation

Note: Notifications are sent immediately when the status is updated, provided the technician has cellular or Wi-Fi connectivity. If they're working offline, notifications will queue and send once they reconnect. See Syncing Data When You Reconnect for details.

Customizing Notification Content

You can personalize the message templates to match your company's voice:

1. Go to Settings > Notifications > Message Templates
2. Select Technician En Route or Technician Arrived
3. Edit the subject line (email) and message body
4. Use available variables like {{technician_name}}, {{eta}}, and {{company_phone}} to auto-populate details
5. Click Preview to test, then Save

Setting Up ETA Estimates

To include estimated arrival times in your notifications, make sure Route Optimization is enabled. This pulls live traffic data to calculate realistic ETAs that update automatically if delays occur.

If you're not using route optimization, the ETA will be based on the scheduled appointment window instead.

Troubleshooting Common Issues

Customer not receiving notifications?

• Verify their phone number and email are correctly entered in their profile
• Check that they haven't opted out of notifications
• Confirm the technician actually updated their status — notifications only fire on explicit status changes

Notification sent at wrong time?

• Review your account time zone settings under Settings > Company Profile
• Ensure technician devices have the correct time zone configured

Duplicate notifications?

• This usually happens when a technician toggles status rapidly. There's a 5-minute cooldown between identical notifications to prevent spam.

Related Articles

• Setting Up Customer Notifications
• Configuring SMS and Email Alerts
• Job Completion Confirmations
• Updating Work Order Status from the Mobile App

Hope this gets you up and running! If you need help with custom templates or have questions about specific notification scenarios, feel free to reach out.