Why do I only have 1 customer phone number? Even though the SB app sometimes had 2 numbers associated to a job, only one was the number they requested to be contacted at. This is the number the AE app uses to start the masked session.
Why does the customer never answer? Between the dates of 2/5-2/20, the AE app was using the claim number to set up the masked session. This has been resolved and the success rate should be much higher. Whether or not the customer answers, all customers receive a “Track My Expert” email when you mark you’re on your way.
What is the customer’s contact preference? For a customer with a call or email contact preference, the contact customer action will launch a call. If text is contact preference, contact customer will launch your device SMS.
How do I send the customer an email? Every customer will receive a “Track My Expert” email when you mark that “I am on the way”. This email will give the customer an overview of the benefits to setup. They will also be able to see your approximate location between the times you mark “I am on the way” and “I have arrived”. See the “Track My Expert” section for more details.
Where does the arrival estimate come from? This estimate uses Google Maps to calculate the route between your current location and the delivery address.
Why is the estimated arrival time not showing? Verify that your device has location tracking enabled. If so, there may be a temporary issue with the Google Maps integration.