Configure Automated Messages

What this guide covers

This guide explains how to configure automated messages that go out to customers based on triggers like job scheduling, appointment reminders, and job completion. Automated messages reduce manual follow-up and improve the customer experience.

Before you begin

• You need Owner or Admin permissions.
• Automated messages use the email templates configured in your company settings. Customize those first for a consistent brand voice.

Step 1: Open automated messages settings

1. Go to /settings.
2. Under the Workspace group, click Automated Messages.
3. The automation list shows all available message triggers.

Screenshot: The automated messages settings page showing a list of triggers: Job Scheduled, Appointment Reminder, Job Completed, Payment Reminder, and Follow-Up, each with an Enable toggle.

Step 2: Enable a trigger

Each trigger has an Enable toggle. Turn it on to activate the automated message for that event.

Available triggers

Trigger	When it fires	Channel
Job Scheduled	A job is scheduled with a date and time	Email
Appointment Reminder	24 hours before the scheduled job start	Email
On My Way	Technician marks "On My Way" in the app	SMS
Job Completed	A job is marked as completed	Email
Payment Reminder	3 days after an invoice becomes overdue	Email
Follow-Up	7 days after job completion	Email

Step 3: Customize the timing

Some triggers allow you to adjust the timing:

• Appointment Reminder -- choose 24 hours, 48 hours, or 1 hour before the appointment.
• Payment Reminder -- choose 1, 3, 7, or 14 days after the due date.
• Follow-Up -- choose 3, 7, or 14 days after completion.

Animation: Expanding the Appointment Reminder trigger, changing the timing from 24 hours to 1 hour before, and clicking Save.

Step 4: Edit the message content

Click Edit Message next to any trigger to customize the text. The message editor supports merge fields like {{customer_name}}, {{job_date}}, and {{company_name}}.

Step 5: Test the automation

Use the Send Test button to deliver a sample message to your own email or phone number. Verify the content, timing, and formatting.

Tip: Start with the Appointment Reminder and Job Completed triggers. These two automations have the highest impact on customer satisfaction and review generation.

Disabling a trigger

Toggle the Enable switch off to pause an automated message. The trigger configuration is preserved so you can re-enable it later without reconfiguring.

Note: Automated SMS messages require a verified phone number in your company settings. SMS delivery is available in the US and Canada.

Best practices

• Keep messages short. Automated messages should be informational, not promotional.
• Include a call to action. Payment reminders should link to the invoice. Follow-ups should link to a review page.
• Monitor delivery rates. Check the automated message log in the integrations section for bounces or failures.

Related articles

• Configure Email Templates
• Set Business Hours and Time Zone
• Manage Notification Preferences