Automated Messaging for Appointments, Updates & Reminders

Coordinate better across office and field

Give dispatchers, techs, and customers one version of the truth. As jobs shift, Automated Messages pushes updates in seconds: “On the way,” “Running late,” “Parts pickup needed,” or “Job complete.” Techs see prep steps right on their phones, based on the technician skills matrix, so the right person shows up ready. Supervisors get instant flags if a job risks slipping, and GPS breadcrumbs feed precise ETAs without guesswork. The result: fewer radio calls, cleaner handoffs, and measurable gains—teams often cut 20–30 calls per tech per week and trim drive time by double digits.

Communicate faster with two-way updates

Make texting your superpower. Customers can reply to any message, and the thread lands on the job timeline for perfect context. One tap from the tech sends “On my way” with live tracking; one tap from the customer confirms, adds a gate code, or moves the appointment. Missed call text-back catches lost leads and turns them into booked jobs. After the work wraps, a payment link lands instantly and clears same day for most card and ACH payments. Faster replies, fewer voicemails, and a clear record of who said what—without extra effort.

Key capabilities

• Live ETA texts — GPS breadcrumbs update arrival times in real time, so Automated Messages sends tight windows and reduces “Where are you?” calls.
• Appointment confirmations — Bookings trigger instant confirmations and day-before reminders by SMS or email, cutting no-shows and last-minute scrambles.
• Two-way SMS and WhatsApp inbox — Customers and techs reply to the same thread, and every message auto-attaches to the job in We Pro.
• Missed call text-back — If a lead hangs up or your line is busy, the system texts back in seconds to keep the conversation alive.
• Auto status updates — “En route,” “Job started,” and “Job completed” fire from tech status changes, keeping everyone on the same page.
• Smart rescheduling links — Customers tap to move an appointment; dispatch automation rebalances routes and pings the next best-fit time.
• Payment request links — On job completion, Automated Messages sends a branded link that speeds up digital payments and closes out billing faster.
• Technician prep prompts — The right tech gets parts lists and pre-visit steps based on the technician skills matrix, reducing callbacks.
• Multi-language templates — Messages switch language using CRM fields or location rules so customers get updates in the language they prefer.
• Review and referral nudges — After payment clears, an automated thank-you asks for a review or referral, building pipeline while you sleep.

Buyer questions

Can I drag and drop jobs on a calendar?**

Yes—and every drag-and-drop can trigger the right message. Move a tune-up to Thursday at 10:30? Automated Messages sends a fresh confirmation and a calendar invite, plus a day-before reminder without anyone touching the phone. Pull an emergency leak ahead of a standard call? Dispatch automation reshuffles routes, updates travel estimates with GPS breadcrumbs, and texts the new ETA to both customers. The tech gets a prep prompt based on the job type and your technician skills matrix, so they show up with the right parts. If a time slot opens, waitlisted customers get an instant text so you can refill gaps in minutes. All communication logs on the job timeline, so your team sees exactly what went out and who replied. The result: fewer mistakes, fewer “Did we call them?” moments, and a calendar that stays accurate as your day changes.

Do customers get accurate ETAs, and can they reply?**

They get live ETAs that actually reflect where the truck is right now. We Pro reads GPS breadcrumbs from the technician app and traffic data to keep arrival windows tight. Automated Messages then texts “On the way” with a live tracker link and an updated ETA if traffic slows the route. No app needed for customers—just tap the link. Two-way texting means customers can reply with gate codes, parking notes, or “I’m running late.” Those replies pop inside We Pro as part of the job, so a dispatcher or tech can answer without switching tools. You can set auto-replies for common questions and route other replies to the right queue—office, tech, or after-hours. If a customer sends a photo or video, it lands on the work order for quick triage. You’ll see fewer “Where are you?” calls and better first-time access because both sides have the same info in real time.

Will Automated Messages reduce no-shows and ‘Where are you?’ calls?**

That’s the point. Teams see fewer missed appointments because customers get multiple, helpful touchpoints: instant confirmation, day-before reminder, morning “We’re on schedule,” and a live “On the way” ping. Each message carries a one-tap reschedule link, so customers move appointments themselves rather than ghosting. If a call hits voicemail, missed call text-back follows up in seconds and often recovers the lead. During the day, GPS breadcrumbs keep ETAs accurate, and late-running jobs trigger an apology message with a new window. On the field side, techs can send “running late” with one tap instead of calling dispatch, and Automated Messages updates the customer right away. Managers can spot risk early: a job sitting in “Unconfirmed” for 24 hours gets flagged, and a reminder nudges the customer. Many shops report cutting “Where are you?” calls by 30–60% and trimming no-shows by a quarter or more. Less phone tag. More steady work.

Can I customize messages by job type, team, and the technician skills matrix?**

Absolutely. Think of Automated Messages as a rule engine for communication. You can set templates and triggers by job type (HVAC tune-up vs. emergency leak), business unit (residential vs. commercial), service area, language, or even the assigned tech’s skill set. Want more detailed prep steps for ductless installs and a simpler note for filter swaps? Tie the pre-visit message to the technician skills matrix so the tech with the right certifications gets a checklist while the customer gets a simple “Please clear the unit.” Electrical panel upgrades can include permit notes, plumbing can add “Shut off water” instructions, and pest control can send prep steps like “Empty under-sink cabinets.” Use merge fields to pull names, windows, price ranges, and links. Set quiet hours so nothing pings at 2 a.m., add fallbacks (email if SMS fails), and preview every flow before going live. The result is on-brand, helpful communication that fits each job without manual work.

How does this connect to CRM sync, invoices, and digital payments?**

We Pro ties the whole flow together. When a job closes in the field, the app flips status to “Complete,” which triggers two things: 1) the invoice generation and 2) the payment request message. Automated Messages sends a branded link that supports cards and ACH, with saved payment methods for repeat customers. As soon as the payment posts, a receipt goes out, the job shows as “Paid,” and your CRM sync updates the customer record and lifetime value in real time. You can add a tip option, finance offers on larger tickets, or deposits for special orders. If you use external accounting tools, the invoice and payment details pass through your CRM sync so your books stay clean without double entry. Need partial payments? The system can schedule a follow-up reminder automatically. After the receipt, send a review request or maintenance plan invite, all tied back to the same job. Faster cash. Cleaner data. Less clicking around.

Is setup easy and compliant with opt-ins and messaging rules?**

Setup takes hours, not weeks. Pick or import templates, map triggers to events (booking, dispatch, en route, complete), and connect your numbers. We guide 10DLC registration for SMS, toll-free verification if you use a toll-free number, and sender IDs for other channels. Consent is built in: customers can opt in at booking, via form, or by replying YES, and every message supports STOP/HELP. You can also cap daily messages, set quiet hours, and use language rules for local markets. For HVAC, include seasonal tune-up reminders; for plumbing and electrical, add safety notes and simple pre-visit steps; for appliance repair, request model numbers and photos; for lawn and pest control, add weather-related timing tips. Dispatch automation handles after-hours escalation for emergency keywords, while obvious hazards like gas leaks trigger “Call 911” instructions and a priority alert to your team. Every opt-in, opt-out, and message is logged with timestamps for audit trails. It’s simple to stay in line with carrier and privacy rules while keeping messages helpful.

How Automated Messages works with the rest of We Pro

Automated Messages plugs into every step of your day. When the office books a job, the scheduler assigns the best-fit tech based on skills and location. That single action triggers a confirmation message and a calendar invite. As dispatch automation builds routes, We Pro reads traffic and distance, then sets a realistic arrival window. The tech taps “En route” in the app; GPS breadcrumbs feed a live ETA, and the customer gets a tracker link—no app required.

During the job, status changes drive updates: “Job started” signals on-site work, while a parts pickup status can ping the office and customer with a quick note. If the job slips, a one-tap “Running late” adjusts the ETA and reduces frantic calls. Every message—sent or received—lands on the job timeline, so anyone opening the ticket sees the full story without digging.

On completion, the tech closes the job and captures photos, notes, and signatures. That flips the invoicing switch. Automated Messages instantly sends a payment request link, and once paid, a receipt with the final invoice goes out. If a payment lags, the system sends friendly nudges automatically. The data side matters too: message open rates, click-to-pay times, and time-to-dispatch feed We Pro’s reporting. You’ll see which templates lift confirmations, which routes run tight, and where delays pop up. No double entry. No copying notes between apps. Just a connected workflow that moves jobs forward and serves up real-time insights you can act on.

Real-world wins

Breeze Heating & Air trims no-shows and gets paid faster

Breeze ran 20 trucks in a busy metro. Their office spent mornings calling to confirm jobs and afternoons handling “Where are you?” calls. After switching on Automated Messages, booking confirmations and day-before reminders went out on their own, and live “On the way” texts cut the guessing. GPS breadcrumbs tightened ETAs, and missed call text-back revived leads that slipped past voicemail. In 60 days, they reported a 38% drop in no-shows and saved roughly 28 dispatcher hours per week. Payment links sent on job completion pulled half their invoices into same-day payments. The team didn’t add staff; they just stopped chasing calls and let We Pro do the heavy lifting.

BlueLine Plumbing kills repeat visits and fills late-day gaps

BlueLine’s callbacks came from simple misses: customers not home, valves stuck, or wrong parts on the truck. They turned on prep prompts for techs based on the technician skills matrix and added customer pre-visit tips to clear access and find shutoffs. Automated Messages pushed “We’re on schedule” at 7 a.m., then “On the way” with a live ETA. If traffic slowed, the system texted a new window without a dispatcher lifting a phone. Over a quarter, callbacks dropped 22%, and the team filled late cancellations by auto-texting the waitlist. Digital payments sped cash, with 67% of invoices paid within 24 hours. That freed cash for parts and let managers focus on training instead of triage.

Book a live demo at https://wepro.ai/ or call We Pro to see Automated Messages in action.