Set up customer notifications
Customers can receive job updates by text message and email.
There are five types of customer notification:
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Job confirmation: Notifies the customer when a job is added to Scheduler.
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Job reminder: Reminds the customer of an upcoming job, 24 hours before the start time.
A reminder will only be sent if the job has also been sent to the technician’s mobile device.
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Technician on the way: Notifies the customer when a technician is on the way to a job location. This is sent when the technician updates their job status to "On My Way" using the Reveal Field mobile app.
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Job review: Sent to the customer to ask them to review their experience of a job.
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Technician delayed: Sent to the customer when a technician is late for a job. The message includes a new estimated time of arrival (ETA).
This article describes how to:
Note
Some of the procedures on this page require you to access the Settings page . You might need permission from your administrator to access Settings
.
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Click the Scheduler tab and then choose Settings
> Email and text messages > Customers.
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Check to see if notifications are enabled or disabled. To change their status, select the pencil icon
.
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On the dialog box that opens, select or clear the Enable this for email and text checkbox.
Note
When notifications are enabled, emails and text messages will be sent automatically to the contact details saved under the Job ID for this job.
The Email message template contains two fields: a Subject line and an Email body:
The Text message template contains a Message body field:
To edit the notification templates:
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In Scheduler, choose Settings
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To open a template, click EDIT.
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Edit the text by writing in the template editor. Changes you make are displayed in the message preview box.
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To add a placeholder to the template, click INSERT PLACEHOLDER and select from the dropdown menu. When a notification is sent to the customer, it will include the information you added from the placeholder.
Note
You can add HTML tags to the body of the email. Changes will apply to the email received by the customer.
To send a test customer notification:
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In the template editor, below the template, click SEND TEST.
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In the Send a test email dialog box, enter an email address, and click SEND TEST.
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In the Send text message dialog box, enter a cell phone number and click SEND TEST.
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To undo your changes, click RESET TO DEFAULT.
Note
You can send test notifications to only one email address and one phone number.
To learn how to add company branding to your emails, read Add your company information.