The on-the-way notification is the message a home-services business sends when a technician is en route: an ETA, the tech's name and photo, a tracking link. It exists because the alternative, the customer sitting at home wondering when someone will arrive, is the single most common complaint in the category.
The notification is operationally trivial but surprisingly often skipped. Small home-services businesses do not send them because the dispatcher is too busy; large ones do not send them because the dispatch tool was never configured to. The customer experience falls between the cracks.
A useful AI layer handles it natively. The dispatch event fires, the agent composes the message in brand voice with the right ETA, sends by SMS or voice depending on the customer's preference, and logs the send in the work order. If the ETA slips, the agent updates the customer rather than leaving them guessing.
Vorel sends on-the-way notifications automatically when ServiceTitan or Housecall Pro fires the dispatch event. ETA updates flow to the customer if the tech is delayed, without anyone in the office having to send the second message.