An On-the-Way notification is a one-tap message a technician sends from the Happy Property Maintenance App (HPMA) to tell a resident their service request is coming up next. Use it to give residents a heads-up before you arrive, without extra calls or follow-ups.
In this article
Why use On-the-Way notifications
- Technicians: one tap notifies the resident, no extra calls or coordination
- Technicians: less time tracking down residents or fielding follow-ups
- Technicians: helps prevent no-shows and wasted trips
- Technicians: more professional communication with residents
- Residents: a clear, timely notice that their issue is next
- Residents: less uncertainty and waiting frustration
- Residents: more confidence in the service team
- Residents: time to prepare, for example securing pets or unlocking doors
Turning on the feature before General Release
Prior to General Release (June 25, 2025), Admins will need to enable "On the Way Notification in Mobile" in Release Updates.
Before you start: when the On The Way button appears
The Work Order must meet all of these conditions:
- Resident Messaging is enabled in Communication Settings, to allow direct messages to residents
- The Work Order has a reporting resident
- Permission to enter is granted on the Work Order
- The Work Order is linked to a Unit, not a Property (some Single Family customers may not see this)
- The property address is a valid U.S. address
Send an On-the-Way notification in HPMA
Open the Work Order in HPMA
In the Happy Property Maintenance App, open the Work Order you are heading to next.
Tap Let resident know you're on the way
Tap Let resident know you’re on the way. A pre-filled message populates.
Edit the message or send it as is
Change the pre-filled text if needed, then send it.
Check where the message went
The message is sent by SMS or email, depending on your Resident settings and available information. It is also stored in the Messages tab of the Work Order.
Leave the Work Order if needed
If you navigate away from this Work Order after you send the message, a reminder appears on the card of the Work Order.
The reminder on the Work Order card
After you send an On-the-Way notification, the Work Order card shows a reminder that the resident has been notified.
Cancel an On-the-Way notification or tell the resident you're delayed in HPMA
Cancel or send a delay notice
On the My Work or Work Orders screen, tap Cancel. On the Work Order Lobby, tap Let resident know you’re delayed. A pre-filled message populates.
Edit the message or send it as is
Change the pre-filled text if needed, then send it.
Frequently asked questions
Why don't I see the On The Way button on a Work Order?
The Work Order must have a reporting resident, permission to enter, a link to a Unit (not a Property) and a valid U.S. property address. Resident Messaging must also be enabled in Communication Settings.
Does the resident get a text or an email?
Either SMS or email, depending on your Resident settings and the information available for the resident.
Where can I see the message I sent?
In the Messages tab of the Work Order.