Automatic customer messages

Choose what goes out

1. Open Settings under Setup in the menu and click Customer messages.
2. In Replies go to, type the email address where customers' replies should land. If a Use button suggests your company's address, click it to fill it in.
3. Turn each message on or off with its switches: one column for Email, one for Text.
4. Click Save changes.

• Replies go to covers every email to your customers, quotes and invoices included. If it's empty, their replies don't reach you.
• There are eight switches. Under Customer messages in the Settings list you'll see a summary, for example "Replies: office@… · 7 of 8 on".
• On a new account every switch starts on.
• Only the account owner can change these settings.

What customers hear about a job

The emails give the day, the time window, the address and the technician's first name, and tell the customer how to reach you.

1. Appointment booked goes when a job gets a date in the future: when you book it with one, or give a date to a job you saved with Schedule later.
2. Appointment changed goes when you move a future appointment's day or time, in the job form or by dragging it on the Calendar.
3. If you cancel a job before it starts, the customer is told it's cancelled. This uses the Appointment changed switch.
4. Reminder the day before goes from 5:00 PM your time, for jobs still Scheduled for the next day.
5. Technician on the way is a text when the technician sets off: On My Way in the technician app, or Start driving on the website's My day. It goes at most once a job a day.

• Changing only the description, the crew or the notes sends nothing. Nor does a job dated in the past.
• Moving a job that's On Hold, or taking a job's date away with Schedule later, sends nothing either.
• Nothing goes to the sample customers from Try it with sample data.

Invoice reminders

1. Turn on Invoice reminder in Customer messages.
2. When an invoice is still owed 3 days after its due date, the customer gets a reminder email from 9:00 AM, with the invoice attached.
3. If it's still owed 14 days after the due date, they get a second one.
4. To send one now, open Invoices, tick the invoices and click Send reminder. Or open an invoice and choose More, then Send reminder.

• Reminders go only for invoices that were sent and still have money owed, never for drafts, paid or void ones.
• A reminder you send yourself goes even when the switch is off, but only for an invoice that's past due and still owed.
• Every reminder shows on the invoice's Activity tab as "Payment reminder emailed".

Texts and OK to text

1. Ask the customer whether they want texts about their appointments.
2. If they say yes, tick OK to text on their customer form: Add Customer, Edit on their page, or + New customer in the job form.
3. Their page then shows an OK to text chip. Point at it to see when it was ticked.

• Texts go to their cell, or to their phone if there's no cell, and only to a 10-digit US number.
• Every text ends with "Reply STOP to opt out."
• For now only the emails are sent. No texts go out yet, whatever the Text switches say.

See what was sent

1. Open the job.
2. Click the Activity tab.
3. Under Messages to the customer, each message shows what it was, whether it went by email or text, who it went to and when.

• Invoice reminders show on the invoice's own Activity tab.