SmartMoving includes a dedicated Crew Arrival Notification that lets customers know when their crew is on the way. This message helps set expectations while reinforcing trust, safety, and professionalism by showing who is arriving at the customer’s home.
The notification supports Email and SMS and is managed like other SmartMoving communication templates.
How the Crew Arrival Notification Works
When a crew opens the Crew App and selects En Route, they are prompted to send the Crew Arrival Notification.
SmartMoving automatically determines how the message is sent based on the customer’s available contact information:s:
Customer Contact Info | Notification Sent |
Email + phone | SMS & Email 
|
Email only | 
|
SMS only | SMS  |
No contact info
| Notification disabled  |
Crew Arrival Notifications Turned Off | Notification disabled  |
Once confirmed, SmartMoving sends the notification using the Crew Arrival Notification template.
💡 Need to notify more than one contact?
SmartMoving supports sending Crew App notifications to additional profile-level contacts. Learn how in this help article.
Crew Arrival Notification Template
The Crew Arrival Notification includes both an Email and SMS version, managed from a single template.
The message is sent automatically when the crew marks the job En Route and confirms the notification. You can edit the wording and included information to control what customers receive.
To edit the template:
Go to Settings > Company Settings > Email / SMS Templates
Open Crew Arrival Notification
Toggle the template on or off
Use the Email/SMS selector to edit each version
Add or adjust tokens as needed
Best Practices Before Enabling the Template
The Crew Arrival Notification can display assigned crew member details using crew-specific tokens.
To ensure a professional customer experience:
Upload photos for crew members in Crew Profiles
Enter a Preferred Name so the name shown to customers matches what the crew member goes by
Learn more about managing crew profiles this help article.
Crew List Token
The Crew List token automatically displays the crew members assigned to a job. You can control exactly which crew details appear by customizing the token parameters.
Adding the Crew List Token
Go to Settings > Company Settings > Email / SMS Templates
Open Crew Arrival Notification
Click into the message editor
Use the token toolbar to insert Crew List
Optionally edit the token parameters
Default Behavior
If the token is inserted as @CrewList (with no changes to the parameters), SmartMoving displays:
Crew photo
Crew name
Crew phone number
❗️Note: If a Preferred Name is entered for a crew member, it will be used in place of the legal name in SMS and email template name tokens.
Customizing the Crew List Token
You can specify exactly what information appears for each crew member by editing the token.
Supported Information
Photo
Name
Phone
Only the information listed inside the token will appear in the message.
If you don’t want to show a specific detail (like a phone number), simply delete that word from the token.
Token Examples
Use commas to separate parameters:
@CrewList(Photo,Name, Contact)→ shows crew member's photo, name, and phone number@CrewList(Photo,Name)→ shows only crew member's photo and name@CrewList(Name)→ shows crew member's name only
If a parameter is not included, that information will not be shown.
Crew Arrival Duration Token
The Crew Arrival Notification also supports a Crew Arrival Duration token.
This token displays the arrival duration in minutes entered by the crew in the Crew App and can be included in the SMS message to let customers know how soon the crew is expected to arrive.
You can find this token in the template editor under the Crew List section.
Using Other Job Tokens
In addition to crew-specific tokens, you can include standard job-related tokens such as:
First Name
Service Date
Arrival Window
Job Type
Origin Address
Destination Address
Company Name
Company Phone
Company Email
What Happens If a Customer Replies to the Crew Arrival Notification?
By default, the Crew Arrival Notification is sent from a no-reply email address.
This means:
Customer replies are not delivered
Replies do not appear in SmartMoving
Your team will not receive the message
Allowing Customer Responses
If you want customers to contact you while the crew is en route, include your preferred contact information directly in the message.
Example:
“If you need to reach us, please contact us at [your email] or call [your phone number].”
Including contact details ensures customers always know how to get in touch if they have questions before the crew arrives.
