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On My Way Text Message Templates

Short textsCustomer calmTemplates

Three short text templates so customers get a clear "on the way," "running late," or "arrived" update. Fewer "where are you?" calls and less anxiety when everyone uses the same wording.

For techs and owners who update customers on the way and want a repeatable message set.

Next: Roll them out to the whole team for one week; then take the Calls & SMS quick check if you want these as saved replies in your app.

Copy/paste template

On My Way Text Message Templates

  • - On my way: Hi [Name], I am on the way and should arrive around [time].
  • - Running late: Hi [Name], I am running about [15-30] minutes late. I will text when I am 10 minutes out.
  • - Arrived: Hi [Name], I am here and will knock in one minute.

How to customize

Replace placeholders:

  • [Name] → Customer or tech name
  • [time] → Arrival time (e.g., "2:00 PM" or "in 30 minutes")
  • [link] → Job link or tracking URL

Avoid these mistakes:

  • Don't use overly aggressive language (e.g., "URGENT: Payment due now!")
  • Don't use confusing abbreviations or jargon
  • Don't make promises you can't keep (e.g., "We'll be there in 10 minutes" if it's not realistic)

How to use it

  1. Save each line as a quick reply in your phone or texting app so you're not typing from scratch every time.
  2. Fill in the time estimate before sending (e.g. "around 2:15") so they know what to expect.
  3. Use the same wording across the team so customers see a consistent experience and you can train new techs in one minute.
  4. Send "on my way" when you leave the prior job so they have notice; send "arrived" so they know to open the door.

Common tweaks

  • Add the tech name for a personal touch so it doesn't feel automated.
  • Add a link to reschedule if they reply "can't do that time" so you don't lose the slot to back-and-forth.
  • Add a short safety note for pets or parking (e.g. "Please secure pets" or "Park in driveway") when relevant.
Back to Too Many Texts hub

Related guides

Guides that help with this pain:

Too Many Texts to Manage? Set Up Simple Customer UpdatesCustomer Updates That Prevent Angry Calls (ETA + Next Step)

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