The customer confirmation setting is used to configure automated Email and SMS templates that notify the customer about their scheduled visit confirmation. By setting up these automated confirmations, you ensure customers are reliably informed of the agreed-upon time and details, reducing no-access issues and ensuring a professional service experience.
How to access the Customer confirmation setting
➡️ Go to your Profile icon → Choose Settings → Locate Schedule and dispatch settings in the Categories menu → Click View next to Customer confirmation
How to set up customer confirmation
You can define which opportunity templates and sales personnel will trigger the customer confirmation notification, and customise the communication templates used.
In the table on the left, click the relevant Opportunity template you wish to configure the confirmation for, or select the default Any option to apply the rule broadly.
Select the relevant Sales person from the middle column's list. Choosing Any will apply the rule regardless of who owns the sale.
Use the Email dropdown to choose the communication template that will be sent to the customer. You can click Add new template if a suitable one does not exist.
Use the SMS dropdown to choose the text message template that will be sent.
Review the message preview on the right-hand side in the Desktop and Mobile views to ensure the confirmation details are displayed correctly.
Click Save to activate the confirmation rule.
The existing templates you created for this setting have now moved to Email settings under the folder Opportunity template - Customer confirmation
Refer to the article Email templates
How to change/delete the Customer confirmation
➡️ For Email section:
Click 'Clear' under the email section and replace it with the required template.
➡️ For SMS section:
Click 'Clear' under the SMS section and replace it with the required template.
🎓 Want more training?
For further training on configuring the scheduling engine, check out our Self service course in the Commusoft Academy.
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