News
Sonar Software adds technician en route alerts so ISP subscribers know when the tech is coming
Subscribers now get a text, an email or both when their tech is headed over, with an arrival time Sonar fills in from the drive between jobs.
November 10, 2026 · 2 MIN · UPD NOV 10, 2026
Frisco, Texas, November 10, 2026. Sonar Software, the BSS/ platform for internet service providers (ISPs), today released Technician On My Way, a technician on the way notification. Subscribers now get a text, an email or both when their tech is headed over, with an arrival time Sonar fills in from the drive between jobs.
What is Technician On My Way in Sonar?
Technician On My Way is a technician en route notification that runs as a triggered message in Sonar Communications. Operators set it up once and choose the channels it applies to. Techs send it with one tap from the Sonar mobile app, and dispatchers can send it from the Sonar web app or while closing out the previous job. It's available now in version 0.16.12 or later of the Sonar mobile app.
How does it work?
- Arrival time. Sonar estimates drive time from the tech's last job, or from the tech's location in the mobile app when location is allowed. The tech can edit it before sending.
- In the field app. The drive stays on the tech's lock screen with call, message and check-in shortcuts, and the app offers a check-in on arrival.
- More job triggers. The release adds triggered messages for upcoming jobs, tech check-ins and completed jobs, which operators set up in Triggered Messages.
“Technician On My Way is one of the features customers have asked us for most. Operators wanted their techs to be able to reach the next customer without leaving Sonar to do it, to improve transparency and customer service while reducing cancellations.”
Rick Seemann, VP of Product at Sonar Software
“We wanted sending alerts to fit naturally into each technician's day-to-day work. When they finish one job, the app asks if they want to let the next customer know, and the drive time is already filled in.”
Warren Lyn, Product Manager at Sonar Software
About Sonar Software
Sonar Software is the /OSS platform built for broadband internet service providers (ISPs) since 2015. Providers across the US and Canada run billing, CRM, field service, scheduling, inventory and network monitoring in one system, with support kept in-house in North America. Learn more at sonar.software.
Media contact
Jean Franklin, Director of Marketing & Customer Growth, jean.franklin@sonar.software
Questions, answered.
Can ISP technicians text customers when they're on the way?
Yes. With Technician On My Way in Sonar, a technician sends the next customer a text, an email or both with one tap in the Sonar mobile app. Dispatchers can send it from the Sonar web app.
Are technician alerts sent automatically?
No. In Sonar, a technician or dispatcher sends the alert, so customers hear from the team when the tech is actually leaving.
How is the arrival time in the text worked out?
Sonar estimates it from the drive between the technician's previous and next job, so the message includes a time you can plan around. The technician can adjust it before sending if their day changes, like a longer job or a lunch break.
Can ISPs send appointment reminders to subscribers?
Yes. This release adds a Job is upcoming trigger that ISPs can set up to text or email subscribers before an appointment. It also adds triggers for tech check-ins and completed jobs, which ISPs set up the same way.
Which channels does Technician On My Way support?
It sends by text, email or both, set by the operator in Sonar.
What's required to use Technician On My Way?
Add the On My Way trigger under Communications > Triggered Messages, and make sure techs are on version 0.16.12 or later of the Sonar mobile app.
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