Immediately after booking
Confirm the service, property, arrival window, payment choice, and current status. Explain whether the booking is confirmed or still waiting for payment or owner review.
Before the appointment
Send a useful reminder with access instructions, preparation steps, rescheduling options, and the support route. Avoid reminders that only repeat the date.
When the technician is travelling
Tell the customer who is coming and that the visit is on the way. Share a live visit status or updated arrival window when available, but do not promise an exact minute you cannot guarantee.
When approval is needed
Present the work, amount, and choice clearly. The visit should wait at approval rather than silently continuing. Keep the approved quote and payment outcome attached to the service record.
After completion
Send the completion summary, amount paid, payment status, receipt or invoice, care instructions, and a clear way to request help. The customer should not need to search through old messages to understand what was done.