Dispatch confirmation field
Set Technician dispatched to Yes and the customer gets the ETA text, the day-of reminder, and the after-visit follow-up automatically.
Trigger
A dispatcher flips Technician dispatched to Yes and picks the arrival window.
Built from
Why teams set this up
Dispatchers update the board but never the customer. Where-is-my-technician calls pile up precisely because nobody had time to send a two-line text.
Fewer where-is-my-technician calls
Reschedules surface before the truck rolls
Every job ends with a documented confirmation
How the automation runs
Dispatch assigns the Tuesday 8 to 10am window and flips the field. The homeowner gets the window and the tech’s name that minute, a reminder Tuesday at 7, and a confirmation call that evening. The one customer who needed to move found out Monday, while the schedule could still absorb it.
- 1Ticket field
Dispatch flips the field and sets the window
- 2Outbound SMS
The customer gets the arrival window and technician name immediately
- 3Wait step
The sequence sleeps until the morning of the appointment
- 4Two-way texting
A day-of reminder goes out, and a reply reschedules right in the thread
- 5Outbound call
After the visit, a short call confirms the work is done and the customer is happy
The same workflow in different businesses
Home services
HVAC and plumbing visits run with automatic ETAs, reminders, and closeout confirmations.
Property management
Residents know when maintenance is coming, which empties the where-are-they call queue.
Built from standard Frontdesk blocks
No custom development. Each step is a building block you can rearrange, retime, or extend, so this workflow can grow into the next one.
Retention journeys that include this workflow
This workflow is one step inside larger retention journeys that run the full customer lifecycle.
Customer retention
Combine behavior, sentiment, service history, and conversation data into proactive retention workflows.
See the journey →Churn risk intervention
Route each at-risk customer into a playbook based on value, issue, urgency, and preferred channel.
See the journey →Renewal journey automation
Coordinate education, value review, objections, approvals, offers, and signatures before the deadline.
See the journey →Common questions
How does the dispatch confirmation field workflow start?
A dispatcher flips Technician dispatched to Yes and picks the arrival window.
Which channels does this use?
This workflow runs over sms, two-way sms, outbound voice. Each step can use the channel that fits the customer and the urgency.
Can my team stay in control of when it fires?
Yes. The trigger can be a field a person flips on a ticket or contact, so a human makes the decision and Frontdesk does the follow-through. Any step can also route to a teammate with the transcript and collected data.
Does it keep our records up to date?
Every call, text, and email in the workflow is logged against the contact and ticket, with transcripts attached. Frontdesk can also sync contacts and fields to your CRM.
What happens when a customer needs a human?
The workflow hands off with context: the right teammate gets the full history, the transcript, and the collected answers, so the customer never repeats themselves.
Thinking bigger than one workflow?
The customer journey library maps full lifecycle automations across activation, onboarding, retention, and growth.
Explore customer journeys →More from ticket buttons and field automations
Add a field to any ticket and let flipping it run the work. Your team makes the decision, Frontdesk does the follow-through.
One-click refund button
Add a Refund initiated field to support tickets. When your agent flips it to Yes, Frontdesk calls your payment processor, confirms with the customer, and closes the ticket.
Escalation button
A Manager review field on tickets that, when flipped, briefs the right manager with the full history and tells the customer help is on the way.
Callback request button
Flip a Callback requested field and Frontdesk dials the customer for you, retries on no answer, and logs the conversation back to the ticket.