The brief goes wherever the tech already is.
Nothing to install and nothing to remember. Choose one or several channels per technician, choose when it sends, and know for certain whether it was opened — because every send is stamped.
Dispatch › Sent
Delivery · Priya NairSix channels, per technician
'On the job' is the one techs never have to think about. Text is the one that works for almost everyone else.
| Channel | Best for | What the tech does |
|---|---|---|
| Text message | Almost everyone. Nothing to install. | Taps the link. Brief opens in the phone's browser. |
| Slack direct message | Crews already living in Slack. | Taps the message. |
| Microsoft Teams message | Crews already living in Teams. | Taps the message. |
| Phone call | Techs who will never open a link. Hands-free. | Answers the phone; the audio plays. |
| On the job (ServiceTitan) | Every ServiceTitan shop. The link sits in a custom field on the job. | Opens the job like always; taps the field. |
| On the job (Housecall Pro) | Every Housecall Pro shop. The link is a private job note the customer never sees. | Opens the job; taps the note. |
Two timing choices, set once
Send at assignment
The tech has it the night before. Best for big-ticket visits worth preparing for, and for shops whose techs plan their day.
Send at On My Way
The tech taps On My Way in your scheduling software and the brief lands while they're driving. Nothing to remember; it arrives when it's useful.
Many shops use both
The link on the job at assignment, a text at On My Way. The brief is there when they look, and in their hand when they leave.
Sent, opened, listened — stamped every time
Every send is stamped: sent, opened, and for audio, listened. The Sent tab on the Dispatch board and the technician's profile show it. If a tech never opens briefs, you'll know — and the Morning Brief will tell you, in the fast lane, before the visit.
The number to watch every week is briefs opened before the visit. Healthy looks like above 80% of sales visits. Below that, the fix is usually a channel change — a phone call for the tech who hates links — not a lecture.
What happens when the job changes
- ReassignedAutomatic
- The brief moves to the new tech. A fresh Scout Audio is made in their name. Each tech is sent the brief exactly once.
- Two techs on one jobHousecall Pro
- Both receive the brief; each is sent exactly once; swapping techs moves the brief to the new tech automatically. ServiceTitan sends to the assigned lead tech.
- RescheduledAutomatic
- The brief follows the appointment. The link stays the same.
- CanceledAutomatic
- The visit drops out of the board and never counts in close rate.
- New call notesOne click
- Revise the brief from History. Same link, updated content — the tech's copy updates too.
Who it's for
What the owner gets
Above-80% open-before-visit as a number you can see, and delivery that costs nobody on your team a single click.
What the office gets
Sent, opened and listened on every row of the board. Reassignments, two-tech jobs and reschedules handled without a re-send.
What the tech gets
The brief in the text, in the job, or in their ear — in whichever of those they'd actually use, and only after their number is verified.
Questions people ask
Do technicians need to install an app?
No. Text, Slack, Teams and phone call need nothing installed. 'On the job' uses the ServiceTitan or Housecall Pro app they already open. A ServiceScout login is optional for techs — their briefs arrive on their phone either way.
Can the customer see the brief link in Housecall Pro?
No. The link is written as a private job note, which the customer never sees. Notes and tags are added, never overwritten, and your team's own notes are never touched.
What is On My Way?
The button a tech taps in your scheduling software when they're driving to the job. It can be the moment the brief is sent, so it lands while they're on the way.
How do I know a brief was read?
Every send is stamped sent, opened, and listened. The Sent tab on the Dispatch board and the technician's profile show it, and the Morning Brief flags unopened briefs before visits.
I got two texts for one job. Why?
Two techs were assigned, or the same tech was assigned twice. Each tech gets it once; if you truly got duplicates, tell dispatch.
Keep reading
See a Scout Brief built on a real appointment from your schedule.
A 30-minute walkthrough. We pick a recent sales visit, build the brief and the audio, and walk through Today's Play as if your tech were about to knock. You decide if it changes the call.