Frequently Ask Questions

1. What is Where is My Technician?

   Answer: It’s a tracking page your customers can open from a link in their confirmation or reminder messages. It shows real-time updates about their technician’s location, estimated arrival time, and appointment details.

2. How do I create a Where is My Technician theme?

   Answer: Go to Configuration > Themes, choose Add WMT Theme, and set your company’s colors, logos, and what details you want customers to see.

3. Can I configure the look of the WMT page?

   Answer: Yes. You can change colors, add your logo, choose a background image, and decide what information (like technician name, photo, or arrival window) shows to customers.

4. Can I add a banner to the WMT page?

   Answer: Yes. Adding a banner lets you display your company logo, promotions, or special messages so customers instantly recognize your brand.

5. Can customers cancel appointments themselves?

   Answer: Yes, but only for the activity types you allow. You can enable or disable the “Cancel” button for specific services.

6. How do customers get the tracking link?

   Answer: You add the tracking URL to your message scenarios (emails, texts, notifications). Customers just click the link to see their technician’s live status.

7. Can I control when the tracking link is sent?

   Answer: Yes. You can set up rules (launch conditions) so that links are only sent at the right time—for example, when the appointment is confirmed or when the technician is on the way.

8. What are placeholders, and why use them?

   Answer: Placeholders are shortcuts (like {TECHNICIAN_NAME} or {ARRIVAL_TIME_RANGE}) that automatically insert the right details for each customer. This keeps your messages personal and accurate.

9. What is a communicated window?

   Answer: It’s the exact arrival time window you told the customer. You can display this on the WMT page instead of the system’s default schedule.

10. How do customers receive tracking details?

    Answer: You can send the tracking link by email, SMS, or other channels your business uses.

11. How do I check if the tracking link is working?

    Answer: There’s a step-in setup that verifies the URL was generated correctly before it’s sent to customers.

12. Can I see which appointments customers canceled through WMT?

    Answer: Yes. You can view a list of activities that customers canceled directly on the WMT page.

13. Can I use my own website address for the WMT link?

    Answer: Yes. You can configure a configurable domain (like track.mycompany.com) so the page looks and feels like part of your site.

14. Can WMT support multiple languages?

    Answer: Yes. You can set default translations and control how dates and times appear depending on customer locale.

15. What happens if a customer leaves negative feedback?

    Answer: You can set up notifications, so your team is alerted right away when negative feedback is submitted.

16. Can WMT work with a chatbot?

    Answer: Yes. Oracle Digital Assistant can be connected to WMT, so customers can ask questions, get updates, or reschedule through a chatbot.

17. Why must technicians use Start My Route?

    Answer: Technicians must tap “Start My Route” at the beginning of their day so the system knows they’re working. This ensures customers see accurate live tracking, correct ETA, and the right “On the way” status.