Navigate to Customer Locations: Directions, ETA & Auto Check-Out

Schedule a call

Schedule a call

Navigate to Customer Locations: Directions, ETA & Auto Check-Out

Navigate to Customer Locations

Mobile services live or die by punctual arrivals and clear communication. The OctopusPro Fieldworker App equips technicians, cleaners, caregivers, tradespeople, and delivery crews with built-in navigation, ETA alerts, and smart job-matching rules—so every visit starts on time, at the right address, and with a happy customer waiting.

Applies to: jobs at the customer’s location. (Online meetings or fixed-site bookings typically skip the map workflow.)

Table of contents

Address Visibility & the “On the Way” Workflow

Many businesses choose to mask the full street address until the fieldworker explicitly indicates they are travelling. This encourages better customer communication (ETA updates), reduces unauthorised early arrivals, and supports privacy.

Feature Admin setting What the fieldworker sees Business benefit
Always show full address Toggle ON (typically under Settings → General Settings → Fieldworker Permissions) Full street/unit address, map preview and directions are visible as soon as the job is assigned.

 Best for low-risk or urgent dispatch (e.g., emergency call-outs) where speed matters more than address masking.
Hide until “On the Way” (default in many accounts) Toggle OFF / address masking enabled (same permissions area) Only suburb/postcode and a general pin appear until the fieldworker taps On the Way. Encourages the correct workflow (On the Way → Arrived → Start → Finish), improves ETA comms, and reduces unauthorised customer visits.

Tip for dispatch teams: If your business runs both emergency and scheduled work, consider enabling “Always show full address” only for specific roles (e.g., senior technicians), while keeping address masking on for contractors or high-volume teams.

How “On the Way” Works (Step-by-Step)

  1. Open the booking card in the Fieldworker App (from your schedule / bookings list).
  2. Tap On the Way.
    • If address masking is enabled, the app immediately reveals the full street/unit address.

    • GPS tracking and ETA workflows can begin from this point (depending on your settings).
  3. The customer and office receive a notification (push/SMS/email depending on your configuration) that includes an ETA / tracking link.
  4. The booking status badge updates to an en-route state, which reduces “Where are you?” calls and sets expectations.

Example outcome: Some businesses see fewer missed appointments after enforcing the “On the Way” trigger because customers receive clearer ETAs and are ready for access on arrival.

Retrieving Turn-by-Turn Directions

Once a booking has a valid address, the Fieldworker App can hand off navigation to Google Maps (or your device’s default navigation app).

  1. Open the booking.
  2. At the top of the booking, locate the map preview.
  3. Tap the directions / road-sign icon (typically near the top-right of the map).
  4. Your navigation app opens with the destination pre-filled. Follow the route as normal.

During travel, the customer portal can show ETA updates (based on your tracking configuration) to keep customers informed.

Tip: If the signal drops, Google Maps often caches the last route. For rural areas, download offline maps before departing.

Geofence and Automated Job Site Attendance Workflow

Automatic Check-In & Auto Check-Out (Background Geofence)

In addition to manual job milestones, OctopusPro can run a background geofence around the job site so your team doesn’t forget to check out. This is especially helpful for payroll accuracy, compliance reporting, and customer audit trails.

What it does

  • Geofenced arrival / on-site: Your workflow can restrict (or automate) “Arrived” actions so they only occur when the device is within the job-site radius.
  • Auto check-out: Once a fieldworker has checked in (manually or automatically), the system can automatically check them out when their device moves outside the configured radius.
  • Re-entry control: If the fieldworker leaves the site and later re-enters the radius, the app can prompt them to check in again, creating a clean, auditable record of multiple on-site segments (useful when returning for forgotten tools or follow-up work).

Where admins enable it

  • Go to Settings → General Settings → Booking Settings.
  • Enable the toggle for Auto-Checkout Fieldworker via Geofence (wording may appear as “Activate auto check-out for fieldworkers”).
  • Confirm your radius (default commonly 500 meters; adjust based on site size and GPS reliability).

Requirements & reliability notes

  • Location permissions: Fieldworkers must allow location services on their device (best practice is “Allow all the time” where policy permits).
  • GPS must be enabled: Auto check-out relies on accurate GPS data; it may be delayed in underground parking, tunnels, or dense high-rise areas.
  • Privacy: Tracking is commonly designed to run during job travel/on-site milestones, not as 24/7 tracking.

Best-practice combos

  • Address masking + On the Way: Keeping the street number hidden until “On the Way” encourages the first tracking ping and a consistent workflow.
  • Running-late / arrival alarms: Pair alerts with geofencing to catch jobs that were accepted but never started, or fieldworkers who are delayed.
  • Coach manual finish: Auto check-out is a safety net—fieldworkers should still tap Finish Job whenever possible so completion checklists and customer notifications trigger immediately.

Arrival Radius / “I have arrived” Distance (Suggested Arrival Distance)

Most accounts use a default 500m proximity rule for “Arrived / I have arrived” actions. Admins can typically adjust this distance in booking/tracking settings (sometimes labelled Suggested Arrival Distance (meters)).

  • Increase the distance for large sites (campuses, warehouses, industrial parks) where the “front gate” is far from the service area.
  • Reduce the distance for dense urban areas to avoid early/accidental “Arrived” events caused by GPS drift.
  • Match the geofence to your on-site process: if you bill labour on arrival, keep the radius tighter; if access control is complex, give a bit more buffer.

Nearby Bookings Tool

Need to squeeze in a follow-up, group jobs in the same suburb, or recover forgotten items? Use the Nearby Bookings tool to see jobs closest to your current location.

How to use it

  1. Open a booking and locate the map preview.
  2. Tap the pin icon next to the map.
  3. Review the list of nearby mobile jobs (sorted by distance), then open a job to view its details or start navigation.

Common real-world uses

  • Pest control: revisiting a property for a second treatment while already in the area.
  • Pool / lawn routes: grouping properties in one suburb to reduce travel time and fuel costs.
  • Trades: dropping off parts at a nearby job after a supplier run.

Maintaining a High Acceptance Rate

Your acceptance rate and reliability signals help dispatch allocate work faster and more accurately—especially in automated assignment modes. Here are the biggest levers that improve your ranking and job opportunities.

Best practice Why it matters Quick how-to
Respond fast (target < 15 minutes) Fast responses help dispatch confirm jobs sooner and reduce customer churn. Open the notification → tap Accept or Decline promptly.
Keep your profile accurate Skills + address = smarter matching and fewer unsuitable job offers. Profile → Edit → update postcode/address, service areas, licences/certifications.
Set a realistic travel radius Oversized radius can increase fatigue and lateness; too small can limit work. Adjust your service area / travel settings as guided by your company policy.
Improve ratings Higher rating often leads to more invites and higher-value jobs. Arrive on time, follow checklists, take required photos, and collect signatures when requested.

Maximising Job Assignment Opportunities

  1. Verify your addressDistance rules and proximity-based matching depend on your saved address. If you move suburbs or change your base location, update your profile so the system can match you to the right jobs.
  2. Update skills & certificationsAdd capabilities like “Asbestos Removal”, “Child-safe Check”, “Working at Heights”, “White Card”, “First Aid”, etc. Better data means better job matching and fewer declines.
  3. Calendar hygieneKeep your availability accurate. Remove obsolete “Unavailable” blocks and record leave/sick days promptly to avoid being offered jobs you can’t take.
  4. Professional photoA clear headshot increases customer trust and reduces last-minute cancellations, especially for in-home services.
  5. Prompt, polite messagingUse approved templates to keep communication consistent. Good messaging reduces misunderstandings about access, parking, gate codes, pets, and special instructions.

Quick Reference: Mobile Job Lifecycle

This lifecycle combines the navigation flow, job milestones, and optional background geofencing. Your exact steps may vary based on your company’s workflow (forms, checklists, required photos, and customer notifications).

Mobile Job Navigation Workflow

Stage In-app action Embedded form / checklist (optional) Outcome
Alarm / notification Push/SMS/email on assignment — No missed jobs and faster confirmations.
Accept / Reject One-tap (if enabled) Optional licence / tool check Instant capacity visibility for dispatch.
On the Way Tap On the Way → ETA sent — Customer prepared; address revealed if hidden; tracking can start.
Arrived / Check-in Tap I have arrived
(or activation is controlled by geofence proximity)		 Arrival photo / site-access notes (optional) Proof-of-arrival; accurate on-site start record.
Start Job Tap Start Job → timer & (optional) GPS begin Pre-start checklist (PPE, before photos, safety) Compliance and job analytics; labour time captured accurately.
Unable to Start Tap Unable to Start → choose reason Incident / access issue form Office alerted; SLA paused; clear audit trail for no-shows or site issues.
Finish Job Tap Finish Job → capture signature/photos Post-work checklist / customer sign-off Proof of completion; customer notified; automation/invoicing can trigger.
Auto check-out (optional) Background (device exits geofence) — Prevents forgotten check-outs; improves payroll and compliance accuracy.

Related guides (open in a new tab):

FAQ

Will hiding the address delay me?

No. In most setups, suburb/postcode and a map pin are still visible for planning. The full door number appears instantly once you tap On the Way.

Does declined work hurt my acceptance score?

Occasional declines are normal. Excessive declines (e.g., consistently above ~20%) may affect ranking, while customer cancellations typically do not count against you.

Why can’t I tap “I have arrived”?

Most accounts require the device to be within the configured arrival radius (commonly 500m) before “Arrived” can be recorded. If you’re clearly on site but the button won’t activate, check: (1) location permission, (2) GPS is enabled, and (3) the booking address is correct.

Will auto check-out finish the job for me?

Auto check-out is designed to prevent forgotten check-outs and keep timestamps accurate. It may update your check-out status when you leave the job-site radius, but fieldworkers should still tap Finish Job so completion checklists, signatures, and customer notifications run immediately.

When does GPS tracking start and stop?

In most configurations, tracking begins when the fieldworker taps On the Way (or when the tracking workflow begins), and ends when the job is finished or when the device leaves the configured job-site radius (if auto check-out is enabled).

Leverage these navigation, ETA, and geofence features to arrive on time, delight customers, and secure more high-value bookings every day.

To stay updated, please subscribe to our YouTube channel.

Scroll to top