The crew follows the plan, and the customer hears it
My Day shows the planned day in order with one link that opens the route; the on-my-way text says about how many minutes; the tracking page and, if you choose, a reminder name the planned time.
A plan the office saved is the day the crew sees. My Day lists the planned stops in the plan’s order, numbered, with the planned arrival at each and what it is relative to now — in 40 min, was 10:15 — the next stop marked, and Open the route, which opens what is left of the day in the phone’s own map app as one route. A stop the plan could not keep says so in the plan’s words: planned so many minutes after the time the customer was told, and that the office knows.
About how many minutes. When somebody taps On my way, the customer’s text now says about how long — Mike is on the way, about 25 min — from the plan’s measured drive into that stop, rounded to five minutes. Only a drive the road measured counts; a day planned with the fixed buffer sends the text as it always was. Nothing reads where the phone is, then or ever.
The planned arrival on the tracking page. While somebody is on the way, the customer’s page says Expected around 2:30 PM from the plan. Before that the window is the promise; after arrival the time is history.
A narrower reminder, if you choose it. The day-before reminder can name the plan’s time instead of the visit’s window — around 10:30 AM rather than between 8 and 12 — behind a switch on the Client Reminders page that is off until an Owner turns it on, because a plan slips and a broken narrower promise is worse than a kept wide one. And the plan is never enforced on the crew: a tech who sets off to a later stop without recording an arrival at an earlier one is not stopped; the earlier stop reads skipped for now on their day and on the office’s plan.