On our way portal settings

Purpose: Personalize 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. 


Job on our way SMS
Estimate on our way SMS
Users - Editing users' details

Can't see SMS settings? Contact our client services team to discuss this optional add-on.


View setting

➡️ Profile icon > Settings > Self-service > On our way portal settings > View

On our way portal.png

Configure the portal

Engineer details

You can provide customers with some details about who is on their way to their property, providing a little personalisation before arrival.

  • Show engineer tagline - Tick/Untick >Save

Set your user's Tagline by editing their user details.


The portal can display a contact pop-up with ways they can reach out to you, using either the company details set on your account or specific contact details, eg. for a member of staff managing all service jobs.

Email address

  • Don’t show email - No email address is shown
  • Show company email - Display email address from Company details
  • Enter email - Display any other email address, manually type in the field ‘New email’ now visible.

Phone number

  • Don’t show phone - No phone number is shown
  • Show company phone - Display phone number from Company details
  • Enter phone - Display any other phone number, manually type in the field ‘New phone’ now

The remaining options allow for customising text displayed in the pop-up using free type fields.

  • Contact support description
  • Contact support title
  • Contact support available timing

Contact us pop up.png


Turn off the contact pop-up by setting both the phone number and email address to 'Don't show'.

Once you've set all your fields up, make sure to hit the save button before navigating away.