SmartMoving includes a dedicated Crew En Route 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 En Route Notification Works
When a crew opens the Crew App and selects En Route, they are prompted to send the Crew En Route 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 En Route Notifications Turned Off | Notification disabled  |
Once confirmed, SmartMoving sends the notification using the Crew En Route 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 En Route Notification Template
The Crew En Route 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 En Route 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 En Route 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 En Route 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 control what information appears for each crew member by manually writing the parameters inside the token parentheses.
The token will only display the details you type out. If you want to leave something out (like a phone number), you must manually enter the token with only the parameters you want included.
For example, writing @CrewList(Photo,Name) will show only the photo and name.
Supported Information
The Crew List token supports these parameters:
Photo
Name
Phone
Only the information you manually list inside the token will appear in the message.
❗️If you don’t want to include a detail (like a phone number), you must type the token with only the parameters you want shown.
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 typed in, that information will not be shown.
Crew Arrival Duration Token
The Crew En Route 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 En Route Notification?
By default, the Crew En Route 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.
