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Creating and Sending Customer Communications
Creating and Sending Customer Communications

Learn how to create email and SMS templates and send to customers.

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Written by FieldPulse
Updated over a week ago

FieldPulse makes communicating with customers easy and efficient. Save time with our email and SMS templates. In this guide we'll show you how to set up and send both. 

Setting up Email Message Templates

To set up email templates, navigate to Customer Communications by clicking here or clicking 'Company Settings' in the menu on the left, then click 'Customer Communications' in the top bar. 

If you click on the 'Email Settings' sub-heading you can adjust your email settings, like the default 'From' name and address and default addresses to CC on your customer communications. For example you may CC the front office on all of your customer communications.

To create a new email template, click on the 'Email Templates' sub-heading. 

On the Email Templates page, click Create New

This will pop up the Create Email Template window where you can start building your email template. 

After naming your template and creating a subject line, you can use Field Values to populate the email with information particular to that customer and job from the details you've already entered into our system.

As you can see, you can enter information like Job Location, Job Start Date, Customer First Name and so on. Click the one you want, then click on the text box to place it where you want it in your message.

Here's an example email populated with Field Values to personalize it to your customer. Click 'Save' when the email template is complete.

When your email template is saved you'll see it in the list. 

To send the email template to a customer, navigate to the job record that you want to communicate about, click on the green 'Action' button at top right, and click 'Send Customer Communication'.

Then select the email template to send this customer.

You'll see that all of the field values have been populated and your email is ready to go. Once you've checked the details, click 'Send Email'.

Setting up SMS Message Templates

You can also set up SMS message templates for your customers. You can use these for more urgent messages, such as an 'On the way' notification. To set up SMS message templates, navigate back to Administration and to Customer Communications. Go directly there by clicking here

Navigate to the 'Customer Communications' page, click the 'SMS Templates' sub-header, and click 'Create New.

You'll create your SMS Template the same way you created Email Templates, by naming it and creating the message using Field Values to personalize the message. When you're finished click Save. 

You'll see the new SMS template saved in the list. 

SMS messages can only be sent from the mobile app. To send a new SMS message from your SMS Template, on the app navigate to the job record and click on the green + button.

On the next menu, click Customer Communication.

Under the SMS tab, click the template you want to use.

You will have the option to send it using the FieldPulse App or from your Phone. Please note that using the FieldPulse App means that they can't reply to your message so it would be a good practice to also leave your contact number in your template.

This will populate a new text message to your customer, with the field values filled in with the customer's information. Just click send when you're ready. 

Using the FieldPulse App.

Using your phone.

Congratulations! You just learned how to set up and send email and SMS templates. If you need any help please email us at or live chat with us using the blue button in the bottom right corner.

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