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Managing ETAs Zr Ware®

Jake MacDonald
  • Updated

This guide outlines the functionality within Zr Ware™ for managing Estimated Time of Arrival (ETA). The system can be configured in two primary ways: for internal dispatch notifications only, or for sending automatic text message (SMS) notifications to customers as well.

 

Table of Contents

  1. Understanding the Two ETA Modes
  2. The ETA Workflow
  3. The Customer Experience (Customer-Facing Mode)
  4. Admin Setup: Configuring Your ETA Workflow

1. Understanding the Two ETA Modes

 

Before using the ETA feature, it's important to understand the two modes of operation and how your system is configured.

  • Mode 1: Internal-Only ETAs (Dispatch Notification) In this mode, when a technician's ETA is generated, it appears in the Schedule View for your internal team (dispatchers, CSRs) to see. This allows your team to keep tabs on techs or provide arrival updates to customers who call in, without sending any automatic messages. This is the default behavior if customer ETA texts are not enabled.
  • Mode 2: Customer-Facing ETAs (Dispatch + Customer Notification) In this mode, the system does everything from Mode 1, but also automatically sends the ETA directly to the customer via text message. This automates customer communication and reduces the need for customers to call asking for an update.

2. The ETA Workflow

 

2.1. How Technicians Generate an ETA

 

The entire workflow begins when the technician sets an ETA for their next appointment using the mobile tech application on their phone.

  • The Process:
    1. The technician opens the tech app on their phone and selects the upcoming appointment.
    2. They tap the ETA button.

    3. They enter their estimated travel time in minutes (e.g., "25").

  • What Happens Next (For Dispatch/CSRs): Once submitted, the ETA becomes visible on the Schedule View screen in two places:
    1. The "Availability and ETA" Tab
      • The tab itself will blink to alert you that a new ETA has been created.
      • Inside, you will see the ETA, an (x) button to mark it as notified, and a bell icon to manually send the ETA to the customer.

      • After marking as notified, if needed, you can reset it via the appointment card's actions dropdown.

    2. The Appointment Card (Card View)
      • The ETA will appear directly on the card in red text until it is marked as notified.
      • An (x) button is available to mark the ETA as notified, which will change the text to black.
      • You can reset its status back to un-notified (red) from the actions dropdown menu.
                                
         

 

2.2. Sending and Verifying ETA Messages

Automatic Sending If your system is in "Customer-Facing" mode, a text is sent to the customer automatically as soon as the technician submits the ETA from their app.

Manual Sending Dispatchers or CSRs can manually send or resend an ETA message at any time.

  1. Go to the Schedule Screen.
  2. Click the "Availability and ETA" tab (it will be blinking if a new ETA is ready).
  3. Find the relevant ETA and click the bell icon to send the message.

How to Verify Sent Messages You can confirm which ETA messages have been sent in two ways:

  • Go to Actions > Show SMS Messages on the appointment.
  • Go to Dashboard > Texts and filter for sent ETA texts.

3. The Customer Experience (Customer-Facing Mode)

 

When customer notifications are enabled, this is what the customer will experience.

  • What the ETA Message Looks Like The content is customizable but typically provides the technician's name and arrival time.

    Example ETA Text: [Technician First Name] with [Organization Name] is on the way to your home. Their estimated time of arrival is [ETA].

  • Direct Texting with Customers When an ETA text is sent, a conversation thread is automatically created in your integrated texting provider's application (e.g., Podium). If a customer replies, their response appears in that application for your team to handle.

4. Admin Setup: Configuring Your ETA Workflow

 

An administrator must configure the system to operate in the desired mode and enforce the necessary steps for technicians.

 

4.1. Enforcing ETA Entry for Technicians

 

To ensure ETAs are consistently generated for every upcoming job, you can make entering an ETA a mandatory step for technicians.

  • What it does: When enabled, this setting prevents a technician from closing out their current job until they have set an ETA for their next scheduled appointment.
  • Why it's important: This enforces a reliable workflow, guaranteeing that your dispatch team always has an ETA for the next customer. It is a critical prerequisite if you plan to use the automated "Customer-Facing" notification mode effectively.
  • How to configure it: This option is typically found in your main company settings, likely under Admin > Company > "Require ETA to Close a Job" checkbox.

 

4.2. Choosing Your ETA Notification Mode

 

The setting that controls whether customers receive automatic ETA texts is a single toggle.

  1. Navigate to Admin > Texting.
  2. Locate the toggle labeled 'Send ETA as text when technician sets the ETA'.
    • To use Internal-Only Mode: Ensure this toggle is OFF. ETAs will appear in the Schedule View for staff, but no messages will be sent to customers automatically.
    • To use Customer-Facing Mode: Ensure this toggle is ON. ETAs will appear in the Map View, and a text message will be sent to the customer automatically.

 

4.3. Customizing the ETA Message Content

 

If you use the customer-facing mode, you can customize the message that gets sent.

  1. Navigate to Admin > Message Center.
  2. Locate and edit the ETA message template.
  3. Ensure the template is bound to the "ETA" trigger to function correctly.

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