One Link: the customer's page for a job

Overview#

Every job has one customer link, called One Link. The customer doesn't sign in: the long, unguessable link is their key. As the job moves along, the same page shows the visit time and technician, a live "on the way" view, estimate options to approve, the invoice to pay, a "confirm the work" signature, the recap and photos, form reports, equipment recommendations and their home's equipment passport. You send one link instead of a different link for every step.

Before you start#

• Anyone who can open the job sees the link in the Messages panel.

• Texting the link needs a texting number set up and the customer able to receive texts (not opted out). Without texting, copy the link and send it another way.

• Reset needs jobs.write (Owner, Admin, Dispatcher, Customer service).

Steps#

Share the link#

1. Open the job. In the side column, find Messages › Customer link.

2. Choose one:

   • Text link to text it to the customer. Once the invoice is sent and has a balance, the button reads Text pay link.

   • Copy link to paste it into an email or chat.

   • Open to see exactly what the customer sees.

3. Automatic texts (booked, reminder, on my way, estimate ready, invoice, job complete) also carry this link when they're turned on.

What the customer sees#

1. Header: your company name, the job number and address, and a Call button with your phone number.

2. Your visit: day and arrival window, technician first names, and "You confirmed this visit" if they replied C or CONFIRM to the reminder text. When the technician starts driving: "{name} is on the way" with a live ETA when GPS tracking is on. On site: "{name} is on site".

3. Options: each estimate option with its lines, tax, rebates, savings, brochures and photos. A Recommended banner marks the option you recommend. To approve, the customer types their full name, ticks the agreement and taps Approve. If you offer financing, monthly prices and an Apply for financing button appear.

4. Invoice: total, paid, Balance due, a Pay button (or "View invoice and how to pay" without card payments), receipts, and a Confirm the work signature box.

5. Your job recap: the technician's summary and the photos you chose to share.

6. Form reports you marked customer-visible, What we recommend (equipment findings) and Your home's equipment passport.

Reset a link#

1. If a link was sent to the wrong person, click Reset in the Messages panel and confirm.

2. The old link stops working at once. Share the new one.

Settings that change this#

• Settings › Communications › Customer Notifications: which automatic texts go out and when.

• Settings › Phones › Phone Numbers, Call Recording & Texting: the texting number. Without it the panel says why texting is unavailable.

• Settings › Integrations › Payment Processing: card payments. Without them the invoice shows how to pay by other means.

• Settings › Integrations › Financing: monthly prices and financing on options.

• Settings › Integrations › GPS: the live ETA.

Tips#

• Open the link yourself before a big sale to check what the customer will see.

• When you open the link while signed in to TradesWork, your visit isn't counted as a customer view on the estimate follow-up board.

• Approving an option on the link works the same as selling it in the office: the job's invoice is built from it.

Troubleshooting#

• Messages panel says "Not connected" → texting isn't set up → use Copy link, or set up texting in Settings › Phones.

• Badge says "Opted out" → the customer replied STOP → copy the link and email it; only they can opt back in by texting START.

• Customer says the link shows "not found" → the link was reset, or was copied incompletely → send the current link again.

• Customer can't approve: "Your full name" is required → they need to type at least two characters and tick the box before tapping Approve.

FAQ#

Does the link expire? No. It works until someone clicks Reset.

Can the customer see other jobs or internal notes? No. The link shows one job and only customer-facing information. Notes, costs and other jobs never appear. For all their jobs, use the customer portal.

Is the typed name a real signature? The customer types their full name and ticks "Typing my name counts as my signature." TradesWork records who approved and when.

Coming from ServiceTitan#

• Same idea as: ServiceTitan's technician-tracking text, emailed estimates and invoice payment links, combined into one page.

• Different: one link covers the whole job, so there's nothing to resend at each step. Approvals and payments happen on the same page.

• Where it lived: spread across ServiceTitan's customer notifications and mobile estimate/invoice emails; in TradesWork it's the Customer link in the job's Messages panel.