Scheduling service visits through SMS and email links
When a service request is created, the customer gets an SMS or an email with a link to a page where they can confirm, decline or move the visit.
Customers can confirm or move a visit themselves from a link.
- Client
- Equipment sales and service company
- Our role
- New modules in an existing system
- Years
- 2026
- Technologies
- TypeScript, AWS SMS, SMTP, MongoDB change streams, Jest
The task
Agreeing periodic maintenance visits meant phoning every customer.
The solution
A service request sends the customer – one or several recipients – an email, an SMS or both, with a short link. The message lists the items due, the technician who will come and how to reach the office.
On the page, the customer confirms, declines or picks another date and time, and can change the answer until the request is closed.
The office works in a separate section for service requests, and the technician sees a day plan.
An SMS or an email with a link
Email09:14Service departmentYour service visit on 14 Oct 2026
Your periodic maintenance is due. Technician Tomas K. will come between 10:00 and 12:00.
Confirm or change the timeQuestions: office@example.com
The page the link opens
The answer in the company's system
Service requestsPeriodic maintenanceConfirmed by the customer
- Customer
- Ona P.
- Visit
- 14 Oct 2026, 10:00–12:00
- Technician
- Tomas K.
- Answer
- 1 Oct 2026, 09:20, from the link
Results
- Customers can confirm or move a visit themselves from a link.
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