Can Voksha call a customer to let them know a technician is running late?

For HVAC Companies

No. Voksha answers inbound calls; its only outbound calls are Enterprise-only reminder calls for appointments already on the schedule, and running-late notices aren't part of that. In practice, a lot of HVAC companies handle running-late notifications through their field service platform's built-in customer communication tools, ServiceTitan, Housecall Pro, and similar systems typically have automated ETA text updates tied to the technician's GPS location or manual status updates, which is often the more direct path for this specific notification rather than routing it through the phone receptionist. Where Voksha does play a role is on the inbound side of this same problem: when a customer, wondering where their technician is, calls your office to ask, Voksha can answer that call on the first ring, capture the customer's details, and flag it for a fast callback or, on Premium, transfer it to dispatch. This matters because where is my technician calls are common and time-sensitive for the customer, and having them go to voicemail during a busy afternoon adds frustration on top of an already-delayed appointment, exactly the kind of experience that turns into a bad review even when the underlying delay was unavoidable. The most effective setup for most HVAC companies combines both: automated ETA updates from your field service platform for proactive notification, and Voksha as the immediate, always-available answer for customers who call in with questions before that update reaches them.