Office OperationsUpdated May 26, 2026

Customer Communications

RoutePilot can send automated and manual SMS and email messages to customers for job confirmations and follow-ups.

Communication Types

TypeWhen it sendsChannel
Job ConfirmationWhen a job is dispatchedSMS and/or email
On-My-WayWhen a technician starts heading to the stopSMS
Job CompleteWhen a technician marks the stop doneSMS
InvoiceWhen an invoice is generatedEmail
Follow-UpManually triggered after job completionSMS and/or email

Sending a Job Confirmation

From the dispatch board, once a job is assigned:

  1. Click the job
  2. Click Send Confirmation
  3. Select the channel (SMS, email, or both)
  4. Review the message preview
  5. Click Send

Confirmations include the scheduled date and time (if set), the service address, and a contact number for questions.

Manual Communications

To send a custom message to a customer:

  1. Go to the customer record
  2. Click Communications tab
  3. Click Send Message
  4. Type your message
  5. Choose SMS or email
  6. Send

All messages are logged in the customer's communication timeline so you can see what was sent and when.

Customer Preferences

Customers can be configured to prefer SMS, email, or both. You can also mark a customer as Do Not Contact to suppress all outbound messages for that customer.

  1. Go to the customer record
  2. Click Preferences
  3. Set communication channel and opt-out status

Warning

Opt-out preferences are respected automatically. Do not manually send messages to customers who have opted out of communications.

Viewing Message History

The Communications tab on each customer record shows:

  • Every message sent
  • The channel used (SMS/email)
  • Delivery status (delivered, failed, pending)
  • Timestamp

Next Steps