You are only able to send the technician on the way notification through the mobile app. Doing so would require your organisation to have an available SMS pack. To learn more about setting up SMS notifications you may refer to the Notifications - Configure SMS guide. 

Send SMS notification 

When technicians are on the way to the service location, they can send an SMS notification to the customer that they are on the way. They can edit/make changes to the message through the mobile app as well. 

1. Open the job on the mobile app and tap on the Comms tab

2. You can edit the messaging by tapping the message box. The merge tag {contact_first_name} will pull the contact's name while  {technician_first_name} pulls the name of the tech assigned for the job. 

3. Tap on the Send SMS button to send the notification. 

4. You will be redirected back to the job details screen and the confirmation will briefly show at the top of the screen. 

Blockers 

If you do not see the Send SMS button, but instead it shows the warning message: * Insufficient funds. Please contact your organisation manager to add more SMS, this means that the SMS notification was not configured for this contact or the SMS credit for your organisation has exceeded.