1. Configure Where is My Technician
  2. Overview: Communicated Windows

Overview: Communicated Windows

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.

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, once an Estimated Time of Arrival (ETA) is communicated to the customer using the Where's My Technician page, that time remains visible, even if the mobile worker adjusts an earlier job. This avoids automatically changing the agreed-upon time.

Business Benefits

  • 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 using outbound messaging rather than the application’s calculated Service Window.
  • Prevents automatic updates to displayed arrival times in cases where business processes prioritize consistency over real-time changes.