# The Quiet Protocol

## Towing ETA Update Text Pack

Use this pack to reduce anxious callbacks, give clearer roadside updates, and keep dispatch and drivers aligned on customer communication.

## Text templates

### Job accepted

This is {{company}}. We’ve got your request and the dispatch is now active. We’re confirming the nearest available driver and will send the ETA window next.

### ETA confirmed

Your driver is on the way. Current ETA: {{eta}}. If your location changes or there is anything the driver should know, reply here.

### Delay update

Quick update from {{company}}: traffic / job overlap is affecting arrival. Revised ETA: {{eta}}. We’re still on your request and will send another update if anything changes.

### Driver nearby

Your driver is close now. Please keep your phone nearby in case they need a quick location check.

### Job complete

Your service request has been completed. If you need a receipt, destination update, or follow-up help, reply here and our team will assist.

## Dispatch notes

- send the accepted text immediately after the call closes
- never let ETA silence extend past the promised update window
- if an ETA changes, send the delay message before the customer asks

## Suggested rollout

1. Build these messages into dispatch macros.
2. Assign ownership for ETA updates between dispatcher and driver.
3. Review callback volume before and after rollout.