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Service Reminders

Set up service reminders to automate customer notifications for upcoming routine services.

Updated over 2 weeks ago

Set up service reminders to automatically notify customers about upcoming routine services.

Service reminders help you maintain operational efficiency and foster stronger customer relationships. By automatically notifying clients about scheduled maintenance or other time-sensitive services, you can ensure timely attendance, reduce missed appointments, and promote smooth service delivery.

View Settings

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

Use this page to create, edit, and manage service reminders and their associated communications.

The creation form appears on the left side of the page, while the list of existing service reminders is displayed on the right.

Click to view screenshot of the service reminder settings screen

Add a New Service Reminder

  1. Complete the Add service reminder fields

    • Service reminder name: The client-facing title of the reminder.

    • Service period:

    • Send reminders:

      • Automated – Sent by the system based on timing.

      • Manual – Sent via the service reminders area.

    • Job description: If service jobs are created automatically—whether via contracts or through the Service reminder portal for customer self-service—you must assign a job description template.

  2. Click Add service reminder.

  3. Once saved, you'll need to configure how communications are sent for this reminder.

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

  • Job descriptions are not mandatory; however, if none are assigned, service jobs will not be created automatically or through self service.

Existing Service Reminders

💭 Service reminders display in pages of up to 10 per page. Use the pagination controls to browse records.

Click here to see controls.

Configure Communications

After creating a service reminder, configure how and when communications are sent to your customers. This ensures your reminder reaches the right people at the right time.

You can set up email, SMS, and letter templates to notify both private customers and multiple-property clients. Each reminder must be linked to its own communication template.

➡️ Set up templates

SMS is an optional module. If it isn't enabled for your account, it won’t appear as a communication option. Please contact us for more information about SMS charges and how to enable this feature.

Want to personalise your reminders? Check out our tagging article to see which tags you can use—like customer names, property info, and booking links—and how they'll appear in your messages.

Single Property Messages

Each service reminder includes default communication templates for email, SMS, and letter. These templates should be reviewed and customised to match your tone, branding, and content needs.

Click to view screenshot of the single property message setup screen

To configure messages for customers with a single property:

  1. Set the reminder schedule – Choose how many weeks before the service is due that the reminder should be sent (between 1–8 weeks).

  2. Review and edit the templates for each message type:

    • Email – Select and edit the subject line and email body.

    • SMS – Write a short message (up to 160 characters per SMS).

    • Letter – Customise the layout and wording for printed letters.

  3. Click Save once all message types have been reviewed and completed.

Adding the Service Reminder 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 email 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!]

    • SMS tag cannot be customised.

  • Tags will increase the SMS character count with the relevant data pulled from the customer record.

  • If a letter template is added, this will be attached to the service reminder email as a PDF document.

  • If a template is left blank, that communication method will be disabled. Enabled communication methods are marked with a tick in the left-side menu.

Multiple Property Messages

For clients managing multiple work addresses, you can configure a reminder to summarise all services due across their properties within a month.

Click to view screenshot of the multiple property message setup screen

To configure messages for customers with multiple properties:

  1. Set the reminder schedule: Choose the specific day of the month (between the 1st and 28th) when reminders should be sent. For example, if you select the 15th, reminders for services due in July will be sent on the 15th of June.

  2. Compose templates for each message type:

    • Email – Set the subject line and body. Use customer and property tags to personalise the message.

    • Letter – Design a printable letter. This will be generated as a PDF and automatically attached to email communications when applicable.

Each communication should include the [service_reminder_properties_due] tag to insert a summary table of properties with services due. If this tag is not included, no property details will be shown.

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

  • SMS is not supported for multiple property messages.

  • The service reminder portal is not supported in multiple property messages.

Edit a Service Reminder

Use Edit to make changes to the original reminder setup. This includes the reminder name, service period, and send method.

➡️ Edit > Adjust fields > Save service reminder

You should edit a reminder if:

  • The reminder needs a new name

  • The send method needs to be changed (e.g. from manual to automated)

  • The service period is being updated

To update the communication templates (email, SMS, or letter), use Set up templates instead—this is managed separately from the core reminder setup.

Be careful when editing the send method or service period—if the timing overlaps with reminders already due, some customers may be excluded from receiving a reminder. Always double-check your active reminders after editing.

Click to view screenshot of the Edit reminder screen

Delete a service reminder

If a service reminder is no longer needed, you can remove it from the system.

➡️ Delete > Type Delete > Delete

Click to view screenshot of the delete reminder option

Reminders linked to active customer records cannot be deleted.
To proceed, you must first remove all associated service reminder entries from customer profiles. Once no customers are assigned to the reminder, deletion will be allowed.​

Advanced options

Set up follow-up messages for customers who haven’t responded to the initial reminder.

➡️ Advanced options > Add follow up message

  1. Message name: Title the template for internal use.

  2. Send message: e.g. 2, 3, or 4 weeks later.

  3. Compose templates: Choose the required format and compose communications.

  4. Click Save.

  • Both single and multiple property reminders support their own follow-up sequences.

  • You can create multiple follow-ups with different time intervals (e.g. 2 weeks, 3 weeks, 4 weeks) after the first reminder.

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