Send customers an 'on my way' tracking link

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

The link sends itself. When someone opens the visit in the WorkZen mobile app or on the web, taps Let's Go! and picks Email and/or SMS in the On My Way! dialog, the customer's message carries their private tracking link. Nothing extra to tap. If you customised the On my way text under Settings > Message Templates, place the link with {tracking_url}.

To send one by hand, open the Map, find the visit on the Visits tab, and click Copy tracking link on its row. Paste it into a text or email.

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 or Tentative	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).
The tech's phone reports its position while the WorkZen app is open. On iPhone, updates stop a few minutes after the app goes to the background; the page then says when the location was last updated instead of guessing. On Android, GPS switches to its on-job cadence from the moment Let's Go! is tapped.
The assigned tech clocked in with GPS enabled on the WorkZen mobile app, the same condition as the live team map.

Step by step

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.

Tap Let's Go! on the visit

Open the visit in the WorkZen mobile app or on the web, tap Let's Go!, and choose Email and/or SMS in the On My Way! dialog. The customer's message carries the tracking link automatically.

Or copy the link on the web Map

On the Map's Visits tab, use Copy tracking link on the visit row and paste it into your own text or email.

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

Only what they need: your company name, the visit address and time, the assigned tech's first name and last initial, and, while someone is on the way, the tech's position on a map with an approximate arrival time. No other jobs, customers, or team members are visible, and tracking stops once the tech arrives.

Until the end of the visit's day, then it expires. Every link is signed and specific to one visit; it cannot be edited to see anything else.

It is an estimate based on distance and typical driving speed, and the page says so. Traffic can move it either way.

Customer arrival tracking is off by default for every company, deliberately, because it shares a tech's live position with the customer. An admin turns it on under Settings > Jobs > Customer arrival tracking. The toggle itself needs the ZenGrow plan.

Their appointment time and address, and nothing else. No position and no arrival estimate are shared until the visit is dispatched or its appointment window has started, so the page cannot report where a tech happens to be the night before.