Notifications: what you and your customers receive
By the end of this article you will know every message the app sends without anyone pressing Send — to your team and to your customers — and where each one is controlled.
What your team receives
The bell in the header opens Notifications: everything addressed to the signed-in person, newest first, with an Unread filter and Mark all as read. Each one also reaches their phone through the mobile app when they are signed in there. There is nothing to configure — who gets what follows from their role:
| Notice | Who gets it |
|---|---|
| A job was assigned to you | The technician on the job |
| A booking came in with nobody on it | Everyone who can assign jobs — Admins, Managers and Technicians |
| A customer’s card was declined; a recurring charge failed; a day’s recurring billing summary; a plan canceled for non-payment | Admins |
| Text messages or marketing emails at 80% and 100% of the month’s allowance | Admins |
| A review-trend alert (Business plan) | Admins |
| A schedule proposal is ready (Business plan) | Admins |
One notice can also be a text: Settings → Accounting → Invoicing has Text me when a recurring payment fails, which sends the same alert by SMS to every Admin as well. It uses your monthly text allowance.
What your customers receive automatically
Open Settings → Company → Customer Messages. The Automated Customer Messages card is the switchboard, and each control says what it costs against your monthly text allowance:
- Text a confirmation when an appointment is booked — one text per booking. Off means no confirmation text.
- Send a reminder before the appointment — pick any of 3 days, 2 days, 1 day, 12 hours, 4 hours, 2 hours or 1 hour before; each choice is one text per appointment.
- Text the customer when the technician is on the way — sent when the technician taps Let the customer know I’m on my way in the field app. This one has no email version.
- Text the customer when the job is finished — one text with a link to the photos. The completion email always sends regardless.
- Ask the customer to rate the job after it is finished — an email, not a text, on the Pro plan and above, sent 1 hour, 1 day or 2 days after completion with a cooldown in days per customer — see Ask for reviews after a job.
Click Save on the card. Emails of record — invoice, quote, payment received, statement, portal access and the rest — always send; they are not on this card.
Before any text can go out
The Text Message Verification card above the switchboard must read Verified. Enter your Business phone in full international format, click Send code, type the Verification code and click Verify. Until then no customer text leaves, whatever the switches say.
Change the wording
Two cards below the switchboard let you rewrite the messages, on the Pro plan and above (Starter can read the defaults):
- SMS Templates — the five texts: appointment confirmation, appointment reminder, technician on the way, and job finished with and without the portal link. Click Edit on one for its English and Spanish bodies with a live character and segment count, Insert variable for the customer’s name and the like, Translate to Spanish/Translate to English to fill the other box, Send test to your verified business phone, and Revert to default.
- Email Messages — the paragraph a customer reads in each email sent for you: invoice, statement, credit memo, invoice paid, payment received, card expiring, payment failed, appointment confirmation and reminder, upcoming subscription charge, review request, payment link, quote for approval and portal access. The subject, details, buttons and footer stay as designed; the preview is the real email.
Each customer receives their messages in the language on their record — see Email and text preferences for what they can opt out of.
Good to know
- Texts are counted. Every text on this page draws on the monthly allowance of your plan; past it, Pro and Business keep sending at a per-text rate and Starter pauses — see Monthly text allowance by plan.
- Marketing broadcasts and review invitations are separate: see Send a broadcast email and the Reviews tab of Branding.
- Who. Changing any of this needs the Admin role.