Overview

A one-click notification sent by technicians to let residents know their service request is coming up next. Residents receive the message via SMS and email, keeping them informed and increasing resident satisfaction.

Why "On the Way" Notifications Matter

For Technicians:

The “On the Way” notification is a simple tool that creates big impact. With just one tap, techs can instantly notify residents that their request is coming up — keeping the day moving smoothly without extra calls or coordination.

For Residents:

It’s all about transparency and trust. Getting a heads-up that help is on the way reduces the frustration of waiting and gives residents peace of mind — no guessing or wondering when their issue will be addressed.

🔧 Technician Benefits

• One-click action keeps workflows fast and distraction-free
• Reduces time spent tracking down residents or fielding follow-ups
• Helps prevent no-shows and wasted trips
• Enhances professionalism and communication with residents

🏡 Resident Benefits

• Clear, timely notification that their issue is next
• Reduces uncertainty and waiting frustration
• Improves experience and builds confidence in the service team
• Enables better preparation (e.g., securing pets, unlocking doors)

How to Use

IMPORTANT: Prior to General Release (June 25, 2025), Admins will need to enable "On the Way Notification in Mobile" in Release Updates. 

Work Orders require these conditions to show “On The Way” button:

• Permission to enter granted on the Work Order
• Work Order is at a Unit (Not Property - meaning some Single Family customers won’t see this)
• A Work Order has a “reporting resident”
• The address of the property is an US address

Try the interactive Demo.

1. Tap “Let resident know you’re on the way”
2. A pre-filled message will populate which you can choose to edit or send as is
   .
3. This will send either an SMS or email (depending on your Resident settings and available information) - it will also be stored in the Messages tab in your Work Order
   
4. If you navigate away from this work order after you send this message, a reminder will appear on the card of the Work Order
    
5. To cancel this notification simply tap “Cancel” (if on the My Work or Work Orders screen) OR “Let resident know you’re delayed” on the Work Order Lobby
6. A pre-filled message will populate which you can choose to edit or send as is.