Purpose: Personalise the contact details you want to be displayed on the customer contact pop-up for support, along with the optional user information displayed.
Customers want to know more about who is going to attend their property. Provide your customers with the knowledge that the person at their door is the person they expected. When the user taps travel in the app, the customer receives an SMS that can include the link to this portal for monitoring the journey, providing added convenience during a busy day.
Additionally, with vehicle tracking customers can see where the user is on their journey and plan accordingly.
Related guides
Job on our way SMS
Estimate on our way SMS
Users - Editing users' details
Please note
- Tagline and Official numbers set in User settings
- Select ‘Don’t show email/phone’ options to disable Communication pop up
- SMS must be enabled on the account to use this portal
How to configure settings
Go to Profile icon > Settings > Self-service > On our way portal settings > View
- Engineer details
‘Show engineer industry number’ - Tick/Untick >Save
‘Show engineer tagline‘ - Tick/Untick >Save
- Communications - Company information displayed in the customer contact pop up within the portal
‘Email address’ - Select from drop-down > Save
a. ‘Don’t show email’ - No email address is shown
b. ‘Show company email’ - Display email address from Company details
c. ‘Show engineer email’ - Display email of user travelling to the property
d. ‘Enter email’ - Display any other email address, manually typed in the field ‘New email’ now
visible.
‘Phone number’ - Select from drop-down > Save
a. ‘Don’t show phone’ - No phone number is shown
b. ‘Show company phone’ - Display phone number from Company details
c. ‘Show engineer phone’ - Display phone number of user travelling to the property
c. ‘Enter phone’ - Display any other phone number, manually typed in the field ‘New phone’ now
visible.
‘Contact support description’ - Enter desired text > Save
‘Contact support title’ - Enter desired text > Save
‘Contact support available timing’ - Enter support hours > Save
