When scheduledUtility
job_scheduled_v1Hi {{first_name}}, your {{job}} is booked for {{date}}, arriving between {{window}}. Technician: {{tech}}.
SUPPORT USE CASE
Keep customers in the loop from booking to done.
Tell customers when a technician is on the way, when a job is finished and what happens next, all from your dispatch sheet.
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Hi Sarah, your kitchen renovation is booked for Mon 12 Oct, arriving between 2–4 pm. Technician: Mia.
10:02 amGreat, the side gate is unlocked.
10:14 am ✓✓Thanks, I’ve let Liam know.
10:15 amMessage
Sheet · Quote sent 3 days ago
Illustrative example. Names and details are made up.
FOR TRADES AND SERVICES
Follow up while you’re on the tools.
Quotes, missed calls and job updates get a message from your number, even when you can’t stop to type.
- Team
- Support
- Starts from
- Google Sheets · Zapier
- Goal
- Fewer “where are you?” calls, happier customers and faster payment.
- Meta category
- Utility
IN PRACTICE
Customers who take time off for a technician want to know when they’ll arrive. Status updates from your dispatch sheet (scheduled, on the way, done) cut “where are you?” calls and make the final invoice feel expected.
THE JOURNEY
How it runs.
- Starts when
- Your job-management tool updates a dispatch sheet (or a Zap fires) when a job is scheduled, en route or completed.
- Stops when
- Job completed and final message sent, or opt-out.
- Scheduled Confirm the date, arrival window and technician.
- On the way When the technician leaves, send the updated time.
- Completed Summary and next step: invoice, warranty or review link.
- Questions Replies go to the office.
SHEET TRIGGERNew Sheet Row
CONDITIONstatus
SEND MESSAGEjob_enroute_v1
WAIT FOR REPLYTimeout: 2 hours
NOTIFY MEOn reply
END FLOWEnd Flow
Styled like ConvoHut’s flow builder. Every node is editable.
THE FULL PLAYBOOK
Everything you need to launch it.
The exact messages, the sheet, the build and the rules.
When en routeUtility
job_enroute_v1{{tech}} is on the way and should arrive by {{eta}}.
Gate code / access info
When completedUtility
job_done_v1All done, {{first_name}}. Summary and invoice: {{link}}. Reply with any questions.
Template names and wording are examples. Write in your own voice and submit templates to Meta for approval; Meta confirms the category.
Job and service updates · example sheet
| A | B | C | D | E | F | |
|---|---|---|---|---|---|---|
| 1 | first_name | phone | job | tech | status | eta |
| 2 | Marcus | +61 4•• ••• | Aircon service | Liam | en route | 10:30am |
| 3 | Sara | +61 4•• ••• | Hot water | Ben | scheduled | — |
| 4 | Ivan | +61 4•• ••• | Pest control | Kai | completed | — |
Only the phone column is required. The highlighted row is the newest: adding it starts the journey. Example data only.
- TriggerNew Sheet Row
Your job-management tool adds a row on each status change (via export or Zapier).
- Conditionstatus
Branch to the right message.
- Send Messagejob_enroute_v1
Or scheduled / completed.
- Wait for ReplyTimeout: 2 hours
- Notify MeOn reply
Access notes go to the technician.
- End Flow
On reply
Access notes and questions go to the office or technician.
On timeout
No further messages for that status.
On opt-out
The contact leaves the journey straight away and is excluded from future marketing messages.
Mistakes to avoid
- Promising exact arrival times.
- Not telling customers when you’re running late.
- Sending the invoice before the job is done.
The moment
A customer took the morning off work and doesn’t know when the plumber will arrive.
Customers ring the office asking “When will they get here?”, and office staff ring technicians to find out.
Data you need
- First name
- WhatsApp number
- Job number
- Technician
- Arrival window
- Status
Measure
- Updates sent
- Inbound “where are you?” calls
- Replies handled
- Invoices paid after completion
Good practice
- Give a window, not a promise.
- Tell customers early when you’re running late.
- Close the loop when the job’s done.
Works for
Free PDF- Plumbing, electrical, HVAC
- Cleaning and pest control
- Appliance repair and installation
- Removals
Job and service updates playbook
Journey, sample messages, setup checklist and metrics.
Download ↓FAQ
Questions.
Can a journey start when a status column changes?
Yes. Add a row per status change, or use a Zap to send the event.
Can I send the technician’s photo?
Templates can include a header image, subject to Meta’s review.
Who owns the number and the data?
You do. ConvoHut connects to your own WhatsApp Business Account, and Meta bills messages to you with no ConvoHut markup.
RELATED
Often used together.
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Shopify · Google Sheets · ZapierSee the journey →SalesPayment and invoice reminders
Send friendly reminders before and after an invoice is due, with the amount and your payment link, straight from your accounting export.
Google Sheets · ZapierSee the journey →MarketingReview requests
The best time to ask for a review is right after a good experience. A WhatsApp message with a direct link makes it easy for happy customers to say so.
Google Sheets · Shopify · ZapierSee the journey →IN THE APP
How this runs in ConvoHut.
A new row or form entry starts the journey, then replies decide the next step.
A journey running step by step
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