Service reminders support businesses in maintaining operational efficiency and fostering strong customer relationships. By providing timely and automated notifications for scheduled maintenance, renewals, or other time-sensitive services, this feature ensures that customers stay informed and engaged, helping to reduce missed appointments and promote smooth service delivery.

View settings

➡️ Profile Icon > Settings > Customers > Service reminders > View

Add a new service reminder

➡️ Complete Add service reminder fields > Click Add service reminder button

Service reminder name: The client-facing title of the service.
Service period: Set the frequency of the service renewal (e.g., monthly, yearly).
Send reminders: Choose between automatic or manual sending.
- Automatic: The reminders will be automatically sent by the system based on the service date and the period selected when setting up the service reminder.
- Manual: A user must actively process reminders through the service reminder dashboard on a routine basis.
Job description: Service jobs created automatically require a job description template.
- A service job cannot be created without a job description assigned.
- The contracts feature and service reminder portal are used for automatic creation of service jobs.

Ensure contacts have correct communication rules in place for successful delivery.

Existing service reminders

Service reminders are displayed in pages with up to 10 reminders per page. Adjust the number of records displayed per page using the pagination controls.

Click here to see controls.

Configure communications

Compose email, SMS, and letter communication templates to notify both private customers and customers with work addresses with timely and personalised communications. These templates can be tailored to match the specific services provided.

➡️ Set up templates

Single property messages

Configure templates for private customers managing services for their own property to ensure effective communication and timely notifications.

Send reminders on: Choose how many weeks in advance (1-8 weeks) the reminders should be sent before the service is due.
Compose templates: Each communication method can be configured for this service reminder:
- Compose email: Enter both the subject and body of the email.
  - A subject line must be added for an email to be processed and sent.
- Compose SMS: Write a short text message to send when the service is due.
  - SMS is an optional, chargeable module. If you do not see this option, contact Client Services for pricing information.
  - Keep SMS messages under 160 characters to avoid splitting into multiple messages, saving on credits.
  - Consider tags when composing an SMS template. These tags will be replaced with customer details, potentially extending the message beyond your preferred character limit.
- Compose letter: Create a detailed letter template for customers to provide additional information about the service reminders.
  - If a letter template is added, it will be attached to email communications (if applicable).
  - Letters will be generated as a PDF document for external printing.

Booking portal tag

Include a link to the service reminder portal in your email or SMS template where private customers can book and pay for their service online.

Add the [service_reminder_booking_portal_url] tag to generate a link when the email is processed.
You can customise the link text by adding a colon followed by the desired text (ensure no spaces are added before or after the colon).
- [service_reminder_booking_portal_url:Click here to book your service!]

Check out our article on tagging to customise the template for customers and service types!

If no content is entered into an email, SMS, or letter template, that communication method will remain disabled. Enabled communication methods are marked with a tick in the left-side menu.

Multiple property messages

For customers managing one or more work addresses with service reminders, a multiple property message will be sent summarising all services due for their properties within a month.

Send reminders on: Select the specific day of the month (between the 1st and 28th) to send reminders.
Compose templates: Each communication method can be configured for this service reminder:
- Compose email: Enter both the subject and body of the email. Use tags to personalise the content with service and customer details.
- Compose letter: Create a detailed letter template for customers to provide additional information about the service reminders.
  - If a letter template is added, it will be automatically attached to email communications when applicable.
  - Letters will be generated as a PDF document for external printing.

Each communication should include the [service_reminder_properties_due] tag to display a table of all work addresses with services due for the month. No property details will be displayed without this tag.

Multiple property messages are always sent to the main customer, not the work address.

Edit a service reminder

➡️ Edit > Amend fields as required > Save service reminder

Automatic processing can be stopped by changing Send reminders to Manual.
Changing the service period may result in some reminders being missed. Consider creating a new service reminder and updating customer service reminders as needed.

Delete a service reminder

➡️ Delete > Type Delete > Click Delete

You cannot delete a service reminder that is currently in use. To proceed, delete any associated customer reminder records first.

Advanced options

Advanced options let you set up follow-up messages for customers who haven’t responded to the initial reminder. Follow-up messages will be triggered based on your configured preferences until the service job is booked.

Both single and multiple property messages come with their own advanced options, so ensure to configure each individually for optimal results.

➡️ Advanced options > Add follow up message

Message name: Title the template for internal use.
Send message: Specify when it should be sent after the initial reminder, from 2 - 5 weeks.
Compose templates: Create the necessary email, SMS, or letter templates.
Click Save.

You can set up multiple follow-up communications at different intervals (e.g., 2 weeks, 3 weeks, 4 weeks) after the first reminder.