All Collections
Features & Add-Ons
Customer Communications
Customer Communications

Customize and automate communication with your customers.

Updated over a week ago

Enabling Customer Communications

To begin using Customer Communications, you'll first need to enable it. Start by clicking on Company Settings and selecting Features & Plugins. Navigate to Customer Communications and select Enable. Now you're ready to begin customizing and automating your communications!

Click on Features & Plugins

Email Templates

To customize your customer communications, begin by clicking on Company Settings and selecting Customer Communications from the menu at the top of the screen.

Click on Customer Communications

In Customer Communications, you have the option to create email and SMS templates for use with your customers. To create a new email template, select Create New.

Click on add…

Now you'll want to give your template a name. This name won't be seen by customers, but should be used to indicate what the email is about. After naming your template, write your subject line and email body.

Some examples of email messages include:

  • Feedback requests

  • Notification of a technician on their way

  • Appointment reminders

You can also 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.

Click on INSERT FIELD VALUE

As you can see, you can enter information like Job Location, Job Start Date, Customer First Name, and so on.

Click on Job Title…

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


Email Settings

To further customize your customer emails, navigate to Email Settings.

Click on Email Settings

The first setting you can adjust is the Default 'From' Email Address. Choose between a single email address being used to send all customer emails (Designated Email Address) or allow the email sender to change based on who created the email (User's Email Address). Choosing Designated Email Address will prompt you to enter the email address you'd like to use to send all emails.

Click on User's Email Address…

Note that you can also change the Default 'CC' Email Address with the same options. For example, you may want to CC the front office on all of your customer communications.

Next, you can customize the Default 'From' Name: either select User's Full Name to have the name of the associated user appear on the emails, or use Designated Name to set a specific name to appear on all customer emails. Choosing Designated Name will prompt you to enter the name you'd like to use on all emails.

Click on Default 'From' Name Method…

Lastly, you have the option to display your logo in email communications by toggling this option on. Be sure to press Save after making changes.

Click on Display Logo In Email Communication Header Yes

SMS Templates

In Customer Communications, you have the option to create email and SMS templates for use with your customers. To create a new SMS Template, select SMS Templates. Then, click Create New.

Click on SMS Templates

Just like when creating an email template, you'll need to create an internal template name to indicate what this message is about. Next, you can type the SMS body -- the text message that you'd like to be sent to your customers.

Some examples of SMS messages include:

  • Feedback requests

  • Notification of a technician on their way

  • Appointment reminders

Be sure to press Save after creating your message.

Click on INSERT FIELD VALUE

Sending Communications to Customers

To send emails and/or SMS messages to a customer, navigate to the job or customer record that you want to communicate about, click on the Actions button at top right, and click Send Customer Communication.

Then select an email or SMS template to send to the customer.

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


Automatic Triggers

Setting up automatic triggers allows you to automate the email and SMS message sending process and ensure a consistent experience for all of your customers. To begin the process, select Automatic Triggers. To set up your first automatic trigger, select Create New.

Click on Automatic Triggers

You will now select when you want a message to be sent to your customer. There are a variety of options, so be sure to scroll through and select the applicable trigger. For this example, we've selected the trigger When job status is changed to 'Completed'.

Click on When Estimate is sent and not yet accepted (without Dynamic Estimate link)…

Next, you can select the Trigger Action - what you'd like to happen once the Trigger selected above occurs.

  • Automatically Sent - Choosing this option will automatically send the customer communication immediately after the trigger is triggered without a preview or confirmation.

  • Prompts Confirmation Prior to Sending - Choosing this option will open a pop-up after the trigger is triggered for you to confirm that you want to send this customer communication prior to sending.

  • Scheduled Based On Timing - Choosing this option will automatically send the customer communication based on a scheduled timing sequence that you specify.

Click on Automatically Sent…

Your final step will be to select which email or SMS template you'd like to be sent when this trigger event occurs. Be sure to press Save.

Click on Choose Communication Template…

If you want to create additional automatic triggers, simply begin the process again by clicking Create New.

(Note: You can now send automatic customer communications in relation to estimates and invoices. The automatic customer communications will only send if an estimate is in Sent status, or an invoice is in Invoiced or Partially Paid status.)


Examples

SMS using customer arrival window start & end time field values:


Video Tutorial


Have additional questions?

Contact us at support@fieldpulse.com or use the chat feature in the bottom right corner of your screen.

Did this answer your question?