Technician and Client Communication
Emalea
There should be a separate inbox for the technician. There are times that a client will be trying to text the technician, but it goes to everyone. Because of that there are messages that get lost in the shuffle due to other incoming and outgoing messages. This would also prevent confusion for the customer.
Igor Kasadzhik
I would also suggest adding a feature that allows direct communication between the customer and the technician once the job status is marked as "Done."
We often receive follow-up questions from customers after the work is completed, and currently, all of these go through dispatchers and supervisors. They have to relay messages back and forth between the customer and the specific technician who did the job. This is extremely inefficient and creates a heavy workload for our office staff. A direct communication option would save significant time and improve the customer experience.
M
Mason Eades
Igor Kasadzhik Maybe this could be done by having "message settings" for when jobs are under a certain status... messages go to _________ (techs, everyone, managers only, etc.)
Mohamed
Strongly agree with the need for a dedicated technician inbox. A structured communication channel within Workiz for clients to message their assigned technician directly, while also being monitored by a 'Comms Admin' role, is crucial. This would prevent lost messages and streamline incoming msgs better, reduce admin/tech/client confusion from relaying msgs, and improve Workiz messaging functionality (which has other feedback requests.