Enabling Technician Photo and Bio for On The Way Text Notifications

Best Suited for:

• Back Office Administrators
• Dispatchers
• Teams configuring customer communication settings

Important Information:

• On‑the‑way text notifications can include the primary technician’s photo and short bio
• If only one technician is assigned to the job, that technician is the primary
• If multiple technicians are assigned, the first technician in the list is considered primary
• These options are controlled within the On The Way status
• Any changes take effect immediately for the next outgoing message
• If a technician does not have a photo or bio, the text message will simply omit the missing information
• Photo and bio data are sourced from the technician’s Workforce Management profile

Strategic Workflow:

• Confirm technicians have an up‑to‑date photo and bio
• Enable technician photo and bio settings in the On The Way status
• Test by triggering an On The Way notification
• Provide customers with a technician photo and a short introduction improves familiarity and trust before the technician arrives on site

Process Description:

1. Set up the photo and bio technician's profile in Workforce Management
2. Edit the On The Way status and enable checkboxes for technician photo and bio
3. Review the On The Way notification

Step‑by‑Step Instruction:

Adding Technician Photo and Bio in Workforce Management:

Photo and bio information used in the "On The Way" text message comes directly from the employee’s Workforce Management profile.

1. Go to My Office > Workforce Management
2. Click the pencil icon beside the employee's name to edit
3. Open the Personal tab
4. Update or upload the technician’s photo
5. Update or add the Short Bio field

This information can now be included in the "On The Way" text message anytime this technician is the primary technician.

Enabling Photo and Bio in the On The Way Status:

1. Go to My Office > Estimate & Job Statuses
2. Click the pencil icon to edit the On The Way status
3. Check the boxes to enable:
   • Include Primary Technician Photo
   • Include Primary Technician Bio
4. Save the status

When enabled, the technician photo will appear at the top of the message, followed by the "On The Way" text and then the technician bio.