Table of Contents:


Overview of Functionality

  • Customer notifications are email based

    • Uses HTML and can include logos

    • Can use Insert Tokens

    • SMS notifications coming soon!

  • 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

    • Daily Digest

    • Weekly Digest

  • 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 an instant notification when the work ticket is marked complete in Crew Mobile.

For a Daily or Weekly Digest

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

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


Setting Up Customer Notifications

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. Navigate to Evolution Administration

  2. Click Notifications Settings

  3. Toggle Notifications to the On position.

  4. Fill in the default reply to email address.

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

When complete, click save in the upper right.


Creating Notifications

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.


Editing Contacts on the Property for 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.

A notifications column has been added to this section for this functionality.


Updating One Contact for Notifications

Upon editing a contact, the user can select that the user should receive email 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 done, complete the following:

  1. Navigate to the Contacts section towards the bottom

  2. On 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. Then click Save.

Updating Multiple Contacts for Notifications Through Bulk Action

A new bulk action, Change Email Notification Contact, has been added to the Property screen. This will allow the user to select multiple properties (1), go to Bulk Actions (2), and then change the selected properties' email notification contacts (3).

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: Where can I see undeliverable notifications?

    • A: Currently we do not have this type of logging available through the User Interface, but we are logging success and failure messages in our database if investigation is required. We plan to add this to the User Interface in our 2nd phase of work.

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