This is a new feature that lets technicians send required job signature requests—such as customer authorization and acknowledgement—directly to customers via email or SMS, so customers can sign on their own device without sharing the technician's phone.
What's new?
Before, technicians had to hand their device to customers to collect required signatures on-site during job closeout. This created hygiene concerns, slowed down the closeout workflow, and made some customers hesitant to sign. Now, technicians can tap E-Signature icon on any screen displaying required legal text—such as customer authorization or customer acknowledgement—and send a signature request to the customer via email or SMS. Customers sign on their own device through Visit Assistant, and the status updates in near real-time on the technician's app.
Resources
Before and After
Before (Current)
Open your job and go to the closeout screen displaying the required signature field.
Hand your device to the customer.
Have the customer sign directly on your device screen.
Take your device back and continue closing out the job.
Impact: Sharing a device for signatures added friction to the closeout process, raised hygiene concerns, and could delay job completion if the customer was hesitant.
After
Open your job and go to the closeout screen showing required legal signatures, such as Customer Authorization or Customer Acknowledgement.
Tap the required legal signature to open it.
Tap Send E-Sign.
Choose to send the signature request via SMS or email, and confirm or enter the customer's contact information.
The customer receives a Visit Assistant link on their own device and signs remotely.
Pull to refresh to see the signature status update on your app.
Impact: Customers sign on their own device, eliminating the need to share your phone or tablet. Signature completion is tracked in near real-time and recorded in the job audit trail.
Who uses this feature
All business types
Technicians
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A technician wraps up a furnace repair and needs a customer authorization signature before closing the job. Instead of handing over their tablet, the technician taps the E-Signature icon and sends a Visit Assistant link to the homeowner's phone via SMS. The homeowner signs from their couch, and the technician sees the status update before leaving.
A technician completes a water heater replacement at a residential property. The customer is outside and uncomfortable touching the technician's device. The technician sends the customer acknowledgement for e-signature via email, and the customer signs on their own device in under a minute.
A technician finishing a seasonal HVAC tune-up needs a signed acknowledgement. They send the signature request to the customer and use the time to pack up tools while the customer reviews and signs remotely.
Commercial Service and Replacement
A technician completes preventive maintenance (PM) on a rooftop unit (RTU) at a commercial property. The facility manager is in a meeting and cannot come to sign on-site. The technician sends the customer authorization via email, and the manager signs remotely before the technician leaves the property.
A technician finishing a commercial refrigeration repair needs a customer acknowledgement from the store manager. The technician sends a Visit Assistant link via SMS so the manager can sign from the back office without interrupting the front-of-house workflow.
After completing an emergency plumbing repair at a commercial facility, a technician needs an authorization signature. The technician sends the signature request to the property contact on file, and the contact signs on their device while the technician completes their job notes.
Residential Construction
A technician wraps up a rough-in inspection for a new construction project. The homeowner is not on-site but needs to authorize the next phase. The technician sends the customer authorization via email, and the homeowner signs remotely so the project can move forward without delay.
During a residential installation, a technician requires a signed customer acknowledgement at job closeout. The homeowner is available by phone but not in the same room. The technician sends the Visit Assistant link via SMS and receives confirmation of signature before leaving.
A technician completing finish work on a residential build needs a required signature before the job can close. They send the signature request to the homeowner, who signs on their own device, allowing the technician to complete the closeout and move to the next job.
Commercial Construction
A technician finishing a commercial construction phase needs a customer authorization from the general contractor before the job can close. The general contractor is on a different floor of the building. The technician sends the signature request via SMS, and the contractor signs on their phone without having to walk to the job site.
After completing an electrical rough-in for a commercial build, a technician sends a customer acknowledgement to the project manager via email. The project manager reviews and signs on their device, and the signature is recorded in the job audit trail automatically.
A technician completing systems commissioning on a commercial construction project needs a required acknowledgement signature. They send the Visit Assistant link to the on-site coordinator, who signs remotely, and the technician sees the status confirmed before submitting the job for closeout.
How to Prepare?
E-signatures are available to all customers with the Field Mobile App at general availability (GA). No additional configurations are required to enable this feature.
Confirm that technicians have the Enable Visit Assistant permission enabled in their role settings.
Train technicians on the new closeout workflow: tapping the E-Signature icon, selecting a delivery method (SMS or email), confirming contact information, and pulling to refresh to verify signature completion.
Identify the job types and signature types your team uses most often—customer authorization and customer acknowledgement—so technicians know when to expect the new e-signature option during closeout.
Align your field team on the pull-to-refresh step, as signature status may require a manual refresh to appear as completed on the technician's device.