Table of Contents

Overview of Functionality

Why Use Customer Notifications?

🧠 Customer Notifications Training Video for Email

🧠 Customer Notifications Training Video for SMS

Setting Up Customer Notifications for Email or SMS

Creating Notifications for Email

Creating Notifications for SMS Messages

Editing Contacts on the Property for Email and SMS Notifications

Frequently Asked Questions


Overview of Functionality

  • Customer notifications are email and SMS Texting

    • For email:

      • Uses HTML and can include logos

      • Can use Insert Tokens

    • For SMS Texting:

      • You can now send SMS messages to your customers to communicate key alerts about the delivery of your services from a toll-free number that is unique to your specific organization.

  • Triggers: Work Ticket Completion

    • More triggers coming soon!

  • Configuration

    • Can be configured at System and Branch levels

    • Can be configured at Division, Service Type, or Service level

  • Delivery Time

    • Instant (Email and SMS)

    • Daily Digest (Email only)

    • Weekly Digest (Email only)

  • Notifications can be copied for quick and easy setup of multiple notifications

Example:


Why Use Customer Notifications?

For Instant Notifications

Customer notifications act as an instant notification for your customers to be assured that the work is complete. Think of it as your digital doorhanger!

With customer notifications enabled, you can send instant notifications when the work ticket is marked complete in Crew Mobile.

For a Daily or Weekly Digest (Email)

Think of a large HOA or University Campus where multiple work tickets are being completed simultaneously or throughout the day or week. With the digest approach, clients can streamline the communication of work being completed.

You can send a daily or weekly digest of all the work tickets completed for that given day or week.

The digest method will include all applicable Work Tickets completed from the time the last Digest was sent and when the new Digest is configured to be sent out.

Examples:

Daily:

  • 7:00 AM: A digest sent at 7:00 AM today would include all Work Tickets completed between 7:01 AM yesterday and 7:00 AM today

  • 9:00 PM: A digest sent at 9:00 PM today would include all Work Tickets completed between 9:01 PM yesterday and 9:00 PM today.

Weekly:

  • Friday 8:00 PM: A digest sent at 8:00 PM on Friday would include all Work Tickets completed between 8:01 PM the previous Friday and 8:00 PM the day it is sent.

  • Monday 6:00 AM: A digest sent at 6:00 AM on Monday would include all Work Tickets completed between 6:01 AM the previous Monday and 6:00 AM the day it is sent.


Customer Notifications Training Video for Email

A general overview of email customer notifications is given in the video below. Continue reading for more specific information!


Customer Notifications Training Video for SMS


Setting Up Customer Notifications for Email and SMS

User Role Permissions

In order to setup Customer Notifications, a user must have

  • Manage Notifications Settings (System)

  • And/Or Manage Notifications Settings (Branch)

Check the boxes for the appropriate system and branch permissions as shown below:

Enabling Customer Notifications

Once your user profile has the new notification permissions, you can start to enable Notifications Settings. To do this:

  1. Click Profile Picture.

  2. Navigate to Evolution Administration

  3. Click Notifications Settings

  4. Toggle Email Notifications to the On position for Email. Toggle SMS notifications to the On position for SMS notifications.

  5. Fill in the default reply to email address if email.

  6. Alter any branch settings, such as the Branch Reply to Email. Branch settings will override the System settings.

📌 Note: If you have more than one branch, Email or SMS Notifications must be enabled for each branch by either selecting the branch or using the Enable SMS Notifications option under the Bulk Action menu to enable this feature for multiple branches at once.

When complete, click save in the upper right.


Creating Notifications for Email

Once Notifications are enabled, a user can then go into Manage Notifications and setup a Notification template. Go to Settings in the bottom left and click your profile icon. Click Evolution Administration.

  1. Click Manage Notifications

  2. Click New

You will then see the below screen:

Fill out all required fields!

  1. Notification Name: The name of the notification, for internal reference

  2. Notification Method: Email Only (SMS coming soon!)

  3. Branch: List of branches for which the notification applies

  4. Division: List of divisions for which the notification applies

  5. Service Type: List of service types for which the notification applies

  6. Services: List of services for which the notification applies

  7. Notification Type: Notification Type

    1. (currently only "Work Ticket Complete" is available)

  8. Trigger Type: Define the workflow trigger to kick off a notification.

  9. Delivery Time: For daily digest notifications, specifies the time at which notifications will be sent. For weekly digest notifications, specifies the weekday and time at which notifications will be sent.

  10. Send Test Email

Filling out Email Content

Below you'll see additional fields:

  1. Email Subject: Subject of notification email sent to customers.

  2. Tokens: Available to be inserted into the Subject line.

  3. Email Header: Header of the email body that could include greeting and introductory paragraph.

  4. Email Header expandable tokens are available.

  5. Email Body: Repeating section for each service.

  6. This section would commonly contain service-related tokens and service item related tokens (up to three items per service) to explain what work was completed.

  7. Email Footer: Footer of the email body that could include closing paragraph and signature area.

  8. Email Footer expandable tokens are available.

Click save.

Copying Notifications

While displaying a notification on the Notification screen, you can copy the notification to use it as a template for a new notification. For example: a system administrator could use a main notification template then individual branch managers could copy the template and use it for creating branch-specific notifications.

Go into the notification you would like to copy.

  1. Click the triple dot menu in the upper right.

  2. Select Copy

This will copy the notification and can be updated with more specific wording based on the need.


Creating Notifications for SMS Messages

  1. Go to the Evolution Administration menu and select Manage Notifications under the Notifications heading.

  2. Click on New and then click Add SMS Notification.

Filling Out SMS Notification Messages

  1. Create a name that will help you classify and identify the notification. This is for internal purposes only.

  2. Specify the branch for which the notification should be associated.

  3. Specify the division for which the notification should apply. As you can see from the example below, Work Ticket Complete notifications will apply to all services instead of just one such as Irrigation Services.

  4. Select a Notification Type.

    1. Currently, only Work Ticket Complete is available but an Appointment Reminder is coming soon!

  5. Select a Trigger Type that best suits the needs of your company or branch workflows.

    1. Example: For snow operations, it would be best not to send a notification overnight. So, you could set your Division to Snow and use a Trigger Type of Work Ticket Completed in Aspire Cloud instead of a Trigger Type of Work Ticket Complete in Crew Mobile.

  6. Set a Delivery Time.

    1. Currently, Immediately is the only available option for SMS notifications and will be determined based on the selected Trigger Type.

Guidelines for Your SMS Notification Message

After filling out the above, it is now time to create a SMS notification message. Before filling it out, make sure to follow these guidelines!

💡 Enter text and add tokens that will best communicate important information to your customer.

💡 There is a max character limit of 320 characters. The purpose of this limitation is to ensure that the message is concise. You can create a more detailed message using an Email Notification.

💡 All messages should first state the name of your business.

💡 Messages that are over 160 characters will be sent as two separate messages by the carrier.

💡 It is strongly recommended to include opt-out instructions with your messages that direct customers to text STOP, Stop, or stop to your toll-free number if they want to stop receiving messages. Go to the Opt-In section of this guide for more information.

Example of a message is below.

To fill out the Message Body, click on the Search icon in the message body in the upper right corner to see a list of tokens to add.



Please read the below about character count in your message body:

  • The character count of each token will be to the right of the token name.

  • The character count represents the maximum length of that specific token field.

  • Text-based fields in Aspire have a character maximum limit of 100 characters.

  • In an effort to reduce the number of messages that are sent, a token will only pull in the maximum number of characters specified for each token.

  • The character count of a token will count against the characters that are remaining in your message.


Sending Out a Test Message

After you complete your message, click on the blue Test button in the upper right corner of your screen so that you can preview what your customers will experience.

Check the checkbox that says I attest that the recipient consents to receive this test SMS in order for the Send Message button to be available.


Editing Contacts on the Property for Email and SMS Notifications

In order for notifications to be sent out to your customers, notifications must be allowed on the property's contact record. Notification contacts are specified in the Contacts section of the Property Overview screen.


Updating One Contact for Notifications

Upon editing a contact, you can select that the customer should receive email or SMS notifications. Navigate to the Properties module. Once on the Properties Search Screen, search for and click into the Property record you would like to update.

Once in the property, complete the following:

  1. Navigate to the Contacts section towards the bottom.

  2. To the right of the contact you want to edit, click the triple dots, and select Edit Contact.

  3. A separate window will appear and you can check the Email Notifications box and/or SMS Notifications.

  4. For SMS, the Contact Mobile Phone Number field will be required. If the contact has a mobile number in their contact record, it will pull into this field.

    1. If you enter in a number or change an existing number, the contact mobile number will be updated as well

  5. Then, click Save.


Opting In and Out for SMS Messages

⚠️ All SMS messaging is required to comply with applicable laws and regulations including but not limited to the Telephone Consumer Protection Act (TCPA). This is why there is additional opt-in functionality around SMS functionality.

  • The TCPA is a US federal law that outlines telemarking communication regulations.

  • Users must explicitly state that they want to opt-in to SMS Message

  • Messaging principles and best practices from the CTIA

    • CTIA is a trade organization that represents the wireless communications industry in the U.S. They create and maintain lots of great resources to help understand industry guidelines.

Once you have clicked Save, your customer will be sent a message to confirm they want to receive SMS messages from your company. You can view their opt-in real-time status in the notifications column next to their contact name.

⚠️ The warning icon indicates that the customer has not opted-in yet

✔️ Green checkmark indicates that the customer has confirmed their opt-in

💡 To opt-in, your customer must reply with START, Start, or start to the opt-in message you send.

💡 To opt-out, your customer can reply or send a message to your toll-free number stating STOP, Stop, or stop at any time.

💡 To opt back in, the customer will need to send a message to the toll-free number by sending a Start or unstop message.

📌 We strongly recommend not using Bulk Actions for SMS Notifications. Please read the below disclaimer to learn why.


Updating Multiple Contacts for Notifications Through Bulk Action

⚠️ DISCLAIMER: We do not recommend using Bulk Actions for the SMS Notification Contact without the prior consent of your customers.

This is because, if your customers were unaware of the opt-in service, and 20% of those contacts that were Bulk Assigned reported your initial message as SPAM, the telephone providers could flag your toll-free number and block it. This would discontinue your use of SMS Messaging.


Now, to update multiple contacts, do the following:

  1. Select multiple properties that apply to your update

  2. Select Bulk Actions in the top right

  3. Select Change Email Notification Contact

The top options in the menu will be Primary Contact, Billing Contact, and Email Invoice Contact. Selecting Primary Contact will enable email notifications for the Primary Contact on all of the properties selected.

⚠️ Be careful as you can potentially associate contacts with a property they shouldn’t be associated with!


FAQ's

  • Q: Where does the Company Name in the email From field pull from?

    • A: Administration > Application Configuration > Company Tab > Name

  • Q: How can my reply-to email address dynamically update based on the Account Owner or Operations Manager?

    • A: We will look at adding this in the 2nd phase of work where you can use a Token in the reply to email address field to define which employee you would like the email reply to be routed to.

  • Q: What is the cost for SMS Notifications?

    • A: With this release, we’ve added SMS notifications to allow you to seamlessly communicate with your customers–at no additional cost*
      *Based on standard use; additional charges may apply.

  • Q: How do I know if notifications are being delivered to my contacts?

    • A: We've added a Notification Log near the bottom of the Properties screen that lists the delivery status of sent messages.

  • Q: If I change a customer's number on the contact record that's opted in, what happens?

    • A: The customer's number will be opted out since the API will read that as a rejection. The customer will have to re-opt-in by sending a message to the toll free number. This also includes reformatting numbers such as 123-456-7890 ➡️ (123) 456-7890

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