Personalise the business contact details displayed on the customer contact pop-up for help and support. Additionally, set the access roles that get notified when a customer changes/cancels an appointment. Allowing customers to self-manage their appointments dramatically improves efficiency and productivity while eliminating time spent on the phone. Customers can rebook or cancel their appointment on PC, laptop or mobile device when convenient from a link in the Job confirmation email. This feature is available on Customer Journey and above.
Prerequisites
Self service portals in Commusoft use smart scheduling to show available dates and times to customers when they book their jobs. These settings ensure that customers self service journies are not interrupted when trying to book:
Skills assigned to users.
Shifts assigned to users.
Service Windows determine how timeslots are displayed externally.
Confirmation emails set up, these are sent to the contact when a job or estimate is booked:
View setting
➡️ Profile icon > Settings > Self-service > Rebook portal settings > View
Customers can rebook/cancel appointments up until the mobile user taps travel on the existing event.
Communications
➡️ Set Contact Details in the Customer Support Pop-Up
Email Address
Don’t Show Email: No email address is shown.
Show Company Email: Display the email from Company Details.
Enter Email: Manually enter an alternative email address in the ‘New Email’ field.
Phone Number
Don’t Show Phone: No phone number is shown.
Show Company Phone: Display the phone number from Company Details.
Enter Phone: Manually enter an alternative phone number in the ‘New Phone’ field.
Custom Text Options for Contact Pop-Up
Contact Support Description
Contact Support Title
Contact Support Available Timing
To turn off the contact pop-up, set both the phone number and email address to ‘Don’t Show’.
Terms and conditions
Provide customers with an external link to your terms and conditions for rebooking their jobs and estimates, eg. a link to terms and conditions on your website.
➡️ Enable terms and conditions
Tick box
Enter URL into 'Enter terms and conditions url' field
Notifications
Set In-System Notifications for Review Feedback
Send Notification To: Select access roles from the dropdown to receive in-system notifications when a service job is booked.
Set Up Email Notifications for Service Job Bookings
Selecting Users or Access Roles
To: Select desired users or roles from the dropdown to receive email notifications.
Using Custom Email Address(es)
To: Manually enter an email address and press the 'Return' key to add it.
Choose an Email Template
Email Templates: Select a template from the dropdown (ensure a suitable template is created in advance for this purpose).
Click Save