How do I use 'Communicated Window'?

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You can show Communicated Window on the {ARRIVAL TIME RANGE} placeholder. You can set the value for Communicated Window through a Message Step with the Outbound API using 'send_message'. If you set the value, it will be used on the Where's My Technician page, instead of the Delivery Window or Service window. If Communicated Window isn't populated, then Delivery Window or Service window is shown. You can choose to use ETA, Delivery Window, or Service Window as Communicated Window. For example, you can save the ETA, which you communicated to your customer the Where is My Technician page shows this time, even if the mobile worker adjusts the previous activity. This way, the feature also prevents the application from updating the agreed time automatically.

Advantages:

• Customer Confidence: Displays the exact arrival window promised to the customer, reinforcing trust.
• Brand Control: Prevents the system from automatically overriding a communicated time, maintaining alignment with your service commitments.
• Flexibility: Lets you choose whether the Communicated Window is based on ETA, Delivery Window, or Service Window.
• Operational Consistency: Ensures that changes to technician assignments or activity movements don’t unintentionally update customer-facing times.

Use Cases:

• A customer service representative shares an ETA with a customer during a support call. By saving that ETA as the Communicated Window, WMT will display the same promised time—even if the technician reschedules.
• A business wants to show a custom arrival range communicated via outbound messaging rather than the system’s calculated Service Window.
• Preventing automatic updates to displayed arrival times in cases where business processes prioritize consistency over real-time changes.

Here's how can use the Communicated Window:

1. Go to Configuration > Message Scenarios.
2. Open the message scenario that you've configured for Where is My Technician.
   If not configured, set the Recipient to Customer in the Settings Tab.
3. Select the Customer notification time field and select the value that you want to display for Communicated Window.
   You can select either Service window, Delivery Window, or ETA. You can set a custom window using the Outbound API ‘send_message’. For using ‘send_message’, see the Outbound API documentation.
4. Open the Where is My Technician theme and go to the Localization tab. Click the {ARRIVAL TIME RANGE} placeholder.
   {ARRIVAL TIME RANGE} is available only for "Not Assigned" and "assigned" activity statuses. The value you've selected for Customer notification time in the message scenario is shown on the Where is My Technician page. If you've configured the Communicated Window field to receive the value from an outbound API response using ‘send_message’, it's displayed.

   The {ARRIVAL TIME RANGE} shows the arrival window according to availability of these values and their priority:

   Note: If ‘Communicated Window’ is set with a custom window, this value isn't removed or changed if the activity is moved to another resource or bucket. You must consider this behavior in your design and make any necessary updates to the window according to your business process.

   Page	Activity on the Bucket (Not Assigned)	Activity Assigned to a Mobile Worker (Assigned)
   Days before screen	Communicated Window: Service window Value returned via Outbound response message Service Window	Communicated Window Delivery window ETA Service window Value returned via Outbound response message Delivery Window Service window

   Note: The Communicated Window functionality is designed for customer-facing activities to record the time that was communicated to the customer. For single-day internal activities, the Communicated Window fields work as expected and you can pin them to specific times. However, the Communicated Window fields aren't intended to be used for repeating internal activities such as trainings, lunches, or warehouse tasks. These activities are treated as phantom activities in future routes until at least one customer-facing or internal activity is assigned to the resource's queue for that date. As a result, their pinned time will not be held.