What the Feature Does
Sends an automated SMS to the customer when a cleaner or staff member indicates they are on the way
Includes a simple ETA selection so customers know when to expect arrival
Works for both cleaners in the field and office staff managing schedules
Is only available when a job is approaching to prevent premature notifications
When the Option Appears
The On My Way button appears on an upcoming job when it is within approximately 1 hour of the scheduled start time.
Earlier than ~1 hour: the option is hidden
Within ~1 hour: the option becomes available on the job card
This ensures customers only receive arrival texts when the timing is relevant and accurate.
Note: You must have this feature enabled for it to be shown and used. Go to Menu > Settings > Notifications and then toggle on "When a cleaner is on the way..."
How to Send an On My Way Text
Step 1: Open the Upcoming Job
Navigate to the upcoming job for today that is within the next hour.
Step 2: Tap or Click “On My Way”
Select the On My Way button on the job.
Step 3: Choose an Estimated Arrival Time
A modal will appear prompting you to select one ETA option:
Within 15 minutes
Within 30 minutes
Within 1 hour
Step 4: Send the ETA
Tap Send ETA to notify the customer.
Once sent, the text message is immediately delivered to the customer.
What the Customer Receives
The customer will receive an SMS that looks like this:
“[Business Name] Hi [Customer First Name], we are on the way to [Property Address] and will arrive in approximately 15 minutes.
Reply STOP to opt out.”
Notes:
The ETA reflects the option selected (15 minutes, 30 minutes, or 1 hour)
The message is automatically branded with your business name
Standard opt-out language is included
Who Can Use This Feature
Cleaners: Notify customers directly from the field before arrival
Office staff: Send arrival updates on behalf of cleaners if schedules shift or routes change
This flexibility is especially useful for teams where the office manages customer communication.
Best Practices
Use the shortest accurate ETA possible to build trust with customers
Avoid sending multiple On My Way texts for the same job unless timing meaningfully changes
Pair this with appointment reminders for a smooth pre-arrival experience
Common Questions
Can I send an On My Way text earlier than 1 hour before the job?
No. The option is intentionally limited to prevent confusing or premature notifications.
Does sending an ETA change the scheduled time of the job?
No. This feature only sends a message to the customer and does not alter the schedule.
Can customers reply to the message?
Customers can opt out by replying STOP. Replies beyond opt-out are not monitored.