How is "Message Scenarios" used with configuring WMT's notifications

In Where’s My Technician (WMT), Message Scenarios are the configurable rules that determine when and how customer notifications are triggered throughout the service journey. They act as the automation engine behind notifications such as appointment reminders, “technician on the way” alerts, delay updates, arrival confirmations, and post-service feedback requests.

Message Scenarios allow businesses to:

• Define conditions and timing (for example, send a reminder 24 hours before an appointment).
• Choose communication channels (SMS, email, or both).
• Personalize content with customer and job details.
• Ensure consistency so that every customer receives the right information at the right stage of service.
• By using Message Scenarios, organizations can improve customer engagement, reduce inbound calls, and create a transparent, proactive communication flow that keeps customers informed and reassured throughout the service lifecycle.