Use the service reminder widget to monitor and manage service reminders that haven't yet been scheduled. This tool helps you track which customers need to be notified about upcoming routine services, whether by phone, email, letter, or SMS.
The widget is especially useful for reviewing services due within the next 30 days, identifying phone calls that need to be made, and keeping track of all active reminders to ensure no services are missed.
🎓 Want to learn more? Take the Service reminders course in the Commusoft Academy to build confidence with settings, workflows, and communication tools.
View Widget
➡️ Navbar > Customers
The service reminder widget is located on the right-hand side of the Customers dashboard. This panel shows a quick summary of reminders that need your attention, including:
Service reminders due in the next 30 days – A count of services that need scheduling.
Number of phone calls that need making – A count of reminders where the preferred communication method is phone.
Click to view screenshot of the service reminder widget
Click to view screenshot of the service reminder widget
You’ll need the Financial office staff role or higher to view the service reminder widget on the Customers screen.
View All Service Reminders
➡️ View all service reminders
This list shows all active service reminders that haven’t yet been scheduled. From here, you can review and process reminders manually. When a job is booked, the reminder is removed from this list automatically.
Click the Actions (➕) button next to a reminder to view the customer record, or create a job in a new tab.
Click to view screenshot of the full service reminder list
Click to view screenshot of the full service reminder list
Use the pencil icon
at the top right of the list to customise your columns. This opens a side panel where you can show, hide, or reorder the columns by dragging and dropping, helping you tailor the list to your workflow.
Filtering
You can use filters at the top of the list to narrow down which service reminders are displayed. This helps you focus only on the reminders you want to act on.
Filter by type – Select a service type from your list of configured reminder types.
Service date – Choose a time frame like "This Month", "Next Month", or apply a custom date range.
More filters – Click this to open a side panel where you can:
Search for a specific customer by typing their name
Filter by reminder method (SMS, Email, Letter, Phone)
View properties who have or not had reminders
Filters make it easier to avoid duplication and reduce the risk of sending a reminder at the wrong time.
Sending Methods
Email and SMS are sent by the system immediately.
Letter templates generate a PDF, which must be downloaded and printed.
The letter PDF will also be attached to the emails sent, if a template is available.
Reminders sent via phone will appear as phone call tasks in the relevant section.
Processing Reminders
There are two ways to process reminders.
Reminders are processed based on the method defined in their settings. To learn how to configure this, see the Service reminder settings article.
Automatic Processing
Reminders set to automatic will be handled by Commusoft without any manual input.
The system processes these once per day in the morning and sends out communications based on the configured method—email, SMS, or letter, and contact communication preferences.
Once a reminder has been processed automatically, the next step is to schedule the job. See the Scheduling service jobs article for guidance on this.
Make sure the contact linked to the service reminder has the correct communication preferences enabled—otherwise, the message won’t be sent. See the Customer record article for guidance on updating contact details.
You can also bulk update communication preferences for multiple customers using the Communication rules setting.
Manual Processing
Use manual processing to take full control over which reminders are sent and how.
➡️ View all service reminders
Use the checkboxes to select the reminders you want to process.
You’ll need to do this one page at a time—only reminders visible on the current page will be included.
Click Process reminders.
After processing, you’ll see a notification with:
Number of reminders sent
Number of phone calls created
PDF link for any letter-based reminders
Processing Considerations
Keep the following points in mind when processing reminders, whether manually or automatically:
⚠️ If you click Process all service reminders without applying filters, every reminder currently visible in the list will be processed—even if it's not due. This action cannot be undone.
Processing reminders will not create a job; they will only notify the customer of the upcoming service.
Reminders set to send automatically can still be processed manually if selected.
Use the column editor to display useful details—such as the reminder method and reminder date—so you can better assess which reminders are ready to send and how they’ll be delivered.
Some reminders may have follow-up messages configured. Before processing, check whether the customer has already received a communication to avoid sending duplicate emails or messages.
Service Reminders Due in the Next 30 Days
This section displays an overview of services due in the next 30 days that do not yet have a job scheduled.
➡️ Service reminders due in the next 30 days
This section is read-only and doesn't allow processing reminders or adding jobs.
Download
this report in a CSV spreadsheet or print
for record-keeping or follow-up actions.
Any follow-up actions that need to be taken should be carried out on the customer record or in the main service reminders list.
The reminders for these due services may have already been processed and sent, review the service reminder list for more information.
Number of Phone Calls That Need Making
This section shows how many phone calls are required to remind customers about upcoming services. These are usually required if the reminder is configured to be sent via phone only.
➡️ Number of phone calls that need making > Click ➕
Add new phone call: Log the call details in the customer communication timeline.
To: Select the contact called.
Note: Enter details discussed on call.
Action: Select how to manage the reminder as a result of the phone call.
Book job: Once the call is saved, go directly to adding the service job.
Postpone service: Change the service due date to a later date.
Cancel service reminder just this time: Pushes the reminder back according to the service period set in the template.
Cancel forever: Permanently delete the reminder from this property.
Click Save phone call.
Remove phone call: Delete the call record from the list of calls to be made.
No changes will be made to the service reminder if the call is removed.
Managing Calls for Private Customers
If the service reminder is for a private customer managing their own property.
Add job: Create a new job for the service while on call with the customer.
Service job details will be filled based on the reminder details.
Managing Calls for Work Addresses
If the service reminder is for a work address managed by a main customer (eg., estate agent).
Work address reminders due: You will be taken to the list of work addresses with services due for this customer for further action.
Review the article on Batch decision for work addresses for next steps.
If service reminders will be managed over the phone, a user needs to manually make phone calls to the customers.