Emails and notifications

Open Settings → Notifications. Each rule says When a message goes, Who gets it (the customer contact, the engineer or the office team) and How (email, push or in-app).

For example, by default:

• the customer contact is emailed when a visit is booked, when the engineer is on the way, and when the job report is ready,
• the engineer gets a push when a visit is sent to them or changed,
• the office is alerted when an SLA is at risk, a quote is accepted or an invoice is overdue,
• if you keep stock, people who manage it are told when a part runs low, approvers when a purchase order needs approving, and the engineer when parts are on their way to the van,
• the office is alerted when a check fails on a form and 30 days before a certificate expires,
• with QuickBooks connected, accounts are alerted when a document can’t be sent, and administrators when QuickBooks needs reconnecting,
• with the customer portal, the office is alerted to new portal requests, customer comments and questions, and the customer gets an acknowledgement with the reference,
• approvers are told when a timesheet is submitted or time off is requested, and the engineer when it’s approved, sent back or declined. Engineers with an open timesheet get a reminder at 15:00 on Friday.

Switch a rule off with On, or select Edit message to change the wording. Click a variable to insert details like the job reference or the customer’s name.

Every message sent is listed on the job’s timeline.

Push messages and emails both need setting up on your account. If they aren’t arriving, see Emails aren’t arriving.

Customers who use the portal can switch off some emails in Your account, such as visit bookings or invoices. When they do, those emails aren’t sent to them; everything stays in the portal.