Communicate with Fieldworkers from Bookings & Quotes

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Communicate with Fieldworkers from Bookings & Quotes

OctopusPro lets you contact assigned fieldworkers (technicians/contractors) directly from a booking or quote so your entire team can collaborate in context. You can email, call, send SMS, share booking details, request job updates, and start chat threads—keeping communication tied to the job for faster coordination and fewer mistakes.

Communication with fieldworkers on bookings and quotes

Before you start

  • Check fieldworker contact details: the fieldworker should have an email address and phone number on their profile.
  • SMS & VoIP calls (optional): these features typically require a connected Digital Phone System.
  • Email deliverability (recommended): to improve email deliverability and avoid spam filters, set up Business Email Authentication.

Why this is useful

  • Faster coordination: confirm arrival times, access instructions, materials, and scope changes instantly.
  • Fewer disputes: share photos, notes, and updates in writing and keep a job-linked record.
  • Better accountability: communication can be reviewed later via job and user logs.

Table of contents

Where to find the Contact Fieldworker menu

You can open the fieldworker contact options anywhere you can see the assigned fieldworker on a booking (and similarly on quotes once a fieldworker is assigned). Common places include:

  • Booking list: in the Bookings area, click the phone icon in the fieldworker column.
  • Booking details: open the booking, then click Contact Fieldworker.
  • Services/appointments on the booking: hover over the fieldworker avatar/photo under the Services section to reveal contact icons.
  • Fieldworker earnings/payroll view: click the fieldworker’s name/photo and use the contact options shown there.

Access Contact Fieldworker from booking details

Email your fieldworker

Use email when you need a clear written record (scope notes, access details, instructions, or attachments).

  1. Open the booking (or quote) and click Contact Fieldworker.
  2. Click Email.

Emailing your fieldworker from a booking

  1. In the email window, review the To field, add an optional Bcc, enter a Subject, and write your message.
  2. To attach files, click Attach files.
  3. To reuse saved content, choose a Canned Response from the dropdown (if available).
  4. Click Send.

Send Email window with attachments and canned responses

Example email:
Subject: Booking #10562 – Access + notes
Hi Sam, please arrive 10 minutes early. Access via side gate, code 4721. Customer requested extra attention to grout lines in the kitchen. Thanks.

Email photos to your fieldworker

Use this option to quickly send images (e.g., site photos, damage photos, reference shots) to the assigned fieldworker.

  1. Open the booking and click Contact Fieldworker.
  2. Click Email Photos.

Email photos option in Contact Fieldworker menu

  1. Select the fieldworker and add your message.
  2. Attach/select the photos you want to send.
  3. Click Send.

Select fieldworker when emailing booking photos

Tip: If you also want those photos stored with the job record (for office review, disputes, or invoicing), consider attaching them directly to the booking/quote as well. See: Attach Photos & Files to Bookings, Quotes & Inquiries.

Request job updates

Request Booking Updates From Fieldworkers

Requesting job updates prompts the fieldworker to submit a status/progress update (helpful for long jobs, remote teams, or high-volume dispatch).

  1. Open the booking and click Contact Fieldworker.
  2. Click Request Update.

Requesting job updates menu option

  1. Confirm the request and send it to the assigned fieldworker.

Request job update confirmation

Learn more: Booking Update Reminder Email & Notification

Email booking details (job sheet)

This option sends the booking details to the fieldworker (useful when you want them to have the latest job information in their inbox).

  1. Open the booking and click Contact Fieldworker.
  2. Click Send Booking Details (or similar “booking details” email option).

Send booking details email option

Use case examples:

  • Send updated schedule/time window after rescheduling.
  • Send site access notes, parking instructions, or required tools/materials.
  • Send the latest scope details if services were edited.

Call your fieldworker

Call when you need immediate confirmation (arrival, access issues, urgent scope changes).

  1. Open the booking and click Contact Fieldworker.
  2. Click Call.

Calling your fieldworker from a booking

Depending on your setup, you may see options such as:

  • Regular Call: uses your device/phone to place the call.
  • VoIP Call: places the call through your connected phone system (if enabled).

Regular call option

Tip: If you don’t see VoIP options, check your Digital Phone System configuration and your user permissions.

Send an SMS to your fieldworker

SMS is ideal for short, time-sensitive messages (ETA, gate codes, quick confirmations). This typically requires a connected Digital Phone System.

  1. Open the booking and click Contact Fieldworker.
  2. Click SMS.

Sending an SMS to a fieldworker from a booking

  1. Type your message (or insert a template/canned response if available).
  2. Click Send.

SMS composer window

Example SMS: “Hi Sam — customer confirmed access code is 4721. Please text me when you’re on site.”

Start a chat / discussion thread

Field Service Discussion Board

Use chat/discussion threads to keep job-related conversations organised, especially when multiple office users and the fieldworker need visibility. Chats can also support attachments (depending on your setup).

  1. Open the booking and click Contact Fieldworker.
  2. Click Chat (or Start Discussion).

Starting a chat with your fieldworker

  1. Select who should be included/notified (e.g., the assigned fieldworker, specific office users).
  2. Write your message and attach files if needed.
  3. Click Post / Send.

Chat/discussion window to post a comment

Fieldworker experience: The fieldworker receives a notification in the Fieldworker App and can open the booking conversation to reply.

Fieldworker app notification example

Learn more: Field Service Discussion Board

View communication history & logs

OctopusPro helps you keep a record of communications so you can quickly review what was sent, by whom, and when.

Templates, canned responses & placeholders

To save time and keep messaging consistent, OctopusPro supports templates and reusable snippets for email and SMS.

Example placeholders to use in messages: booking number, customer name, booking date/time, service name, and job address (available via the placeholders list).

Tips & best practices

  • Choose the right channel: use chat for collaboration, email for detailed instructions/attachments, SMS for quick time-sensitive messages, and calls for urgent issues.
  • Keep messages job-specific: include booking/quote number and the action required (e.g., “confirm ETA”, “upload photos”, “call customer on arrival”).
  • Use templates: standardise common messages like “On my way”, “Need update”, “Please upload before/after photos”.
  • Centralise files: when possible, store critical documents/photos on the job record as well, not just in email.
  • Review logs when needed: use the audit trails if there’s any confusion about what was communicated.

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