Setting up Communication Templates for Job Status Notifications

Best Suited for:

• Back Office Administrators
• Dispatchers
• Users managing customer communications
• Staff configuring automation and workflow settings

Important Information:

• Communication templates can be created as Email, Text, and Voice Message formats
• Tags can be added to templates to automatically populate job‑specific information
• Templates must be assigned to a status to be triggered
• Status‑based communications can be configured on both default and custom statuses
• Company Preferences control the default "Communication Preferences" for new customers
• Customer communication preferences can be updated in bulk through batch editing
• Individual customer communication preferences can be adjusted separately, including "SMS Consent"

Process Description:

1. Navigate to Communication Templates and create templates for Jobs
2. Add tags to customize and personalize message content
3. Assign communication templates to a job status
4. Choose which communication methods to activate on that status
5. Confirm Company Preferences to set defaults for all new customers
6. Use batch editing to update existing customer communication preferences in bulk
7. Adjust customer‑specific communication preferences for individual cases, including "SMS Consent"

Creating Communication Templates:

1. Navigate to My Office > Communication Templates > Jobs
2. Create the following template types as needed:
   • Job/WO Email
   • Job/WO Text Message
   • Job/WO Voice Message
3. Insert tags to personalize each template
   • Tags automatically populate information from the job
4. Save the template

Applying a Template(s) to a Status:

1. Navigate to My Office > Estimate & Job Statuses
2. Click on the Jobs Statuses tab
3. Click the pencil beside the job status, to edit the job status you want to configure
4. Choose the "Communication template" to apply to that status
5. Apply one or more communication method to the status from within the following drop-downs:
   • Send this text message to primary contact
   • Send this voice message to primary contact
   • Send this email to primary contact
6. Enable the setting to "Allow techs to skip sending notifications"
   • When enabled, techs will be prompted to select whether they would like to send notification to the customer each time they set this status.  Please note that the customer's communication preferences will still be observed and they will not receive voice and/or text messages if they explicitly opted out.
7. Click Save to save the changes

The "Communication Templates" can be applied to default statuses or custom created statuses.

Setting Global Default Customer Communication Preferences:

1. Go to My Office > Company Preferences
2. Scroll to Default Customer Communication Preference Settings and Default Customer Email Settings
3. Select the default communication preferences you want new customers to inherit
4. Save changes

Batch Editing Customer Preferences in Bulk:

1. Navigate to Customers > Customer List
2. Select all the customers that you want to update
3. Click Edit Selected
4. Choose all applicable "Email Preferences" and "Communication Preferences" you want to apply
   • When updating these settings, if you do not select a preference, and customers currently have it enabled, the bulk update will remove it
5. Apply to Customer(s) to update the preferences for the selected customers

This action cannot be undone.

Updating Customer‑Specific Preferences:

1. Open the customer's profile
2. Toggle the Consent for SMS communication to YES to trigger an automated text message to be sent to the customer for them to grant permissions to receive text messages
3. Manually adjust "Communication Preferences" for that specific customer
4. Save the customer account