Automated Appointment Notifications for Field Service
A configurable SMS and email engine that keeps customers informed at every step — confirmations, reminders, ETA alerts and status updates — with a 92% average engagement rate.
Trusted on enterprise field service operations
Branded, automated messages that lift attendance and deflect calls.
Manual updates and inconsistent communication
When customers aren’t kept informed, they call to check, miss appointments, or aren’t home when the technician arrives. Ad-hoc, manual messaging is inconsistent and doesn’t scale.
Most teams have no reliable, branded way to message every customer at the right moment in the journey.
How it works
A configurable notification engine
On My Way sends the right message at the right time — booking confirmation, reminder, “on the way”, arrival and completion — driven by status changes in your WFM and fully branded as you.
You configure when messages send, what triggers them, and exactly what they say.
What On My Way adds for notifications
Rule-based triggers
Send messages on booking, reminder, en-route, arrival and completion — configured to your journey.
SMS & email gateway
Works with Twilio, Boomerang or the Leadent SMS gateway, across SMS and email.
Two-way confirmations
Customers confirm, and the response flows back — so you know who is ready.
API for custom triggers
An API is available for custom notification triggers if you don’t use the built-in engine.
In context
Delivery you can see and trust
Track delivery status, including SMS failure reasons, and send ad-hoc messages from the contact-centre console when something changes.
Branding, language and content are all configurable, so every message looks and sounds like you.
Every customer, messaged at the right moment, across SMS and email.
What enterprise clients achieve
Across deployments the notification engine drives consistently high engagement.
92%
Average engagement rate
SMS + email
Two-way gateway
35%
Call deflection in 90 days
“
Proactive notifications meant customers stopped calling to check — they already knew exactly what was happening and when.
Customer Experience Director, enterprise service provider
Frequently asked questions
Which SMS providers do you support?
On My Way works with Twilio, Boomerang or the Leadent SMS gateway, across both SMS and email.
Can we control exactly when messages send?
Yes. You configure the triggers, timing and content of every message to match your customer journey.
Can we send a one-off message?
Yes. Agents can send ad-hoc notifications from the contact-centre console, and you can see delivery status including failures.
Built for your industry
Automate your customer communications
Book a demo and see the notification engine running on top of your WFM — with a 35% call-deflection guarantee in 90 days.