Collect the address, access details, and photos before the visit

Your crew arrives at the right door, at the right time, knowing what to expect.

Good for

• Cleaning crews
• Sofa and carpet cleaning
• Any on-site service

The situation

A crew that cannot find the building, waits at a locked gate, or brings the wrong equipment loses an hour and often the customer’s goodwill. The details that prevent this (a landmark, a gate code, the floor, parking, how dirty the sofa really is) usually come in scattered messages, or not at all. Your agent can collect them in one tidy exchange before the visit.

How it works

CustomerAsks about the booked visit or books a new one

tkanaConfirms the address, landmark, access details, and arrival window

CustomerSends photos of the area to be cleaned

Your teamReads the details and photos in the conversation before dispatch

Getting the visit ready

If the customer says on the day that the crew is late or has not arrived, the agent reports it to your team straight away:

CustomerSays the crew has not arrived

tkanaOpens a high-priority ticket

Your teamGets an email and contacts the crew

When the crew is late

What the conversation looks like

Customer: Is the team still coming for the sofa cleaning tomorrow?

Agent: Yes, your visit is booked for tomorrow between 10 am and 12 pm. Could you confirm the address and a nearby landmark?

Customer: Building 7, Al Yasmin Street, opposite the pharmacy. Third floor.

Agent: Thank you. Is there parking near the entrance, and will someone be home to let the team in? You are also welcome to send a photo of the sofas here, so our team knows what to bring.

Customer: Yes, there is parking, and I will be home. (sends two photos)

What you switch on

1. Install Book appointments so the agent can find the customer’s visit and reschedule it when needed.
2. Write your visit checklist in Additional Guidelines. In Settings > Knowledge, add rules such as “Before a visit, confirm the address, a nearby landmark, the floor, parking, and who will let the crew in, and repeat the booked arrival window” and “If a customer says the crew is late or has not arrived, open a high-priority ticket.” See Write your content, FAQs, and guidelines.
3. Check that Support tickets has a Support team email, so late-crew reports reach your team.
4. Ask for photos in your Additional Guidelines. In Settings > Knowledge, add a rule such as “Before a sofa or carpet cleaning visit, invite the customer to send a photo of the items”. See Write your content, FAQs, and guidelines.
5. Test it in Try your agent.

What your team sees

• The full conversation, including the address details and any photos the customer sent, in Conversations. Open it from the booking with the link to the conversation. See Find your way around Conversations.
• Address updates saved to the customer’s record by the Customer management skill, which is installed by default.
• Late-crew tickets marked high priority on the tickets board, with an email to your support address.

Tips and limits

Caution

Your agent does not look at photos or files that customers send. It reads text and voice messages only. Photos stay in the conversation for your team to check before the visit.

• The agent confirms the arrival window that was booked. It never promises a narrower window or an exact minute, and it does not track your crew’s location.
• The agent replies to customers; it does not message them first. To confirm details the day before, send a WhatsApp template or campaign, and the agent takes over when the customer replies. See Send a WhatsApp campaign.
• Keep your service areas in the knowledge base so the agent can tell a customer early if their district is not covered.