Send customers an 'on my way' tracking link
Turn on Settings > Jobs > Customer arrival tracking, then use Copy tracking link on any visit row on the Map and send it to the customer. The link opens a page showing your company name, the assigned tech's first name and last initial, their live position, and an approximate arrival time while someone is on the way. Links are private, expire at the end of the visit's day, and the feature is off until you enable it. Included with ZenGrow.
Customer arrival tracking is part of the Scheduling Map rollout and is off by default for every company. It shares a tech's live position with your customer for one visit at a time, so you decide whether to turn it on.
"He is on his way" is nice. A map showing the van actually approaching is better, it is the difference between a customer waiting by the phone and one calmly making coffee. Ride-share apps trained everyone to expect this; WorkZen gives it to your business without any hardware.
Turn it on
Go to Settings > Jobs. The Customer arrival tracking card holds one toggle, Share arrival tracking with customers. Turn it on and save. You need the ZenGrow plan and permission to manage company settings; without the plan the toggle stays disabled and explains why.
Send a link
Open the Map, find the visit on the Visits tab, and click Copy tracking link on its row. Paste the link into a text or email to the customer.
Each link is private to one visit: it is cryptographically signed, shows nothing beyond that visit, and expires at the end of the visit's day.
What the customer sees
A clean page with your company's name, the visit's address and scheduled time, and the assigned tech's first name and last initial ("Quinn H."), which is enough to recognise who turned up without handing over a full name.
The page answers differently at each stage of the visit:
| Visit status | What the customer sees |
|---|---|
| Scheduled, pending or confirmed | The appointment time and address. No location is shared. |
| Dispatched | "on the way", with the live map and an arrival estimate |
| In progress | "has arrived". The map disappears, because there is nothing left to track |
| Completed | A confirmation that the visit is done |
| Cancelled | "Your visit has been cancelled" |
| No show | "This visit could not be completed" |
Nothing else leaks: no other visits, no other customers, no team roster, and no position outside the appointment window.
If the tech's phone stops reporting, the arrival estimate is withheld rather than left to go stale, and the page says when the location was last updated. A confident "8 minutes" attached to a van that has not moved in an hour is worse than no estimate at all.
Requirements
- Customer arrival tracking enabled under Settings > Jobs (off by default).
- ZenGrow or higher (live tracking powers the page).
- Sending the link is a web feature. The mobile apps do not copy tracking links yet.
- The assigned tech clocked in with GPS enabled on the WorkZen mobile app, the same condition as the live team map.
Step by step
- 1
Enable customer arrival tracking
Go to Settings > Jobs, find the Customer arrival tracking card, and turn on Share arrival tracking with customers. It is off for every company until you do.
- 2
Copy a visit's tracking link
On the Map's Visits tab, use Copy tracking link on the visit row.
- 3
Send it to the customer
Paste the link into a text or email to the customer.
- 4
The customer watches the approach
The page shows the tech's live position, a line to the destination, and an approximate arrival time, then switches to an arrived state when the visit starts.
Frequently Asked Questions
This article answers:
- Can customers see when the technician will arrive?
- Does WorkZen have Uber-style tracking for customers?
- How do I send an on my way link?
- What does the customer see on the tracking page?
- How long does a tracking link work?