Notifications module
If you need to inform a customer personally about upcoming visit or let him know when the work order is completed, Notifications add-on is a must for you! Just select when and what information customer should get and we will send it automatically to his mobile phone via SMS or email.
Notifications add-on can be enabled on your account if you have Professional plan. If you would like to try it, contact us.
How notifications look like
When a work order is created and SMS phone number filled, the SMS will be sent. A person will receive a message with a text that was written in the SMS text body or SMS text for the travel, in the settings.
If work order is generated directly from the request, phone number for SMS will fill automatically from the request.
Or if you send emails instead of SMS then client receive an email instead of SMS notification.
Notifications setup
Once Notifications add-on is enabled on your account below are instructions how to setup it. Open settings on the up right corner. Notifications settings has a separate tab next to email report settings.
Email and SMS sending for planned work at the object is scheduled 24 hours before planned start date of a work order.
SMS for customer when a trip is started will be sent right away when a technician starts the trip.
General
General
In the "General" notifications settings section we can see these fields:
Language of SMS text > sets a language for SMS or email text.
Convert SMS to Latin symbols > removes Lithuanian symbols from the message, leaving the text with Latin symbols only.
Configuration for work order creation notification
Configuration for work order creation notification
In the "Configuration for work order creation notification" section we can see these fields:
Send SMS > provides dropdown with “Yes”, “No” answers;
SMS text > shows a default text for SMS. You can always change it, remove some information or add additional one. The phrases marked %_% as %task_date% | %task_time% | %object_address% will be replaced with real work order data in the SMS.
Send email > provides dropdown with “Yes”, “No” answers.
Email text > shows a default text for email. You can always change it, remove some information or add additional one. The phrases marked %_% as %task_date% | %task_time% | %object_address% will be replaced with real work order data in the SMS.
Email recipient > selection from “Work order client” or “Object responsible person” indicating who would receive notification.
New work order notification email subject > you can add a text here that will be displayed as a subject when sending an email.
Configuration for work order reminder notification
Configuration for work order reminder notification
In the "Configuration for work order reminder notification" section we can see these fields:
Notification send days > indicates the days when SMS or email sending is allowed. The days that are not selected SMS/email will not be sent.
Work hours from > shows the hour since when SMS/email can be scheduled to send.
Work hours to > shows the hour until when SMS/email can be scheduled to send.
Who will receive a notification > selects who will get an SMS/email. Two possible options are allowed: Work order client and Object’s responsible person. Select the one that suits for you better.
Send SMS? > provides dropdown with “Yes”, “No” answers.
SMS text body > shows a default text for SMS. You can always change it, remove some information or add additional one. The phrases marked %_% as %task_date% | %task_time% | %object_address% will be replaced with real work order data in the SMS.
Send email? > provides dropdown with “Yes”, “No” answers.
Reminder notification email subject > lets you to enter any text that will be displayed as an email subject.
Email text > shows a default text for email. You can always change it, remove some information or add additional one. The phrases marked %_% as %task_date% | %task_time% | %object_address% will be replaced with real work order data in the SMS.
SMS/email would not be sent if the day or hour is not included in the SMS/email sending settings frames.
When notification about planned work order is sent, receiver can add it to the calendar that they use by clicking on the icon and being redirected to the calendar. Work order title, date and time will be added automatically to the event. When event is saved, clients can see in it their calendar together with all the other events that are on the calendar.
Configuration for SMS on trip
Configuration for SMS on trip
In the "Configuration for SMS on trip" section we can see these fields:
Send SMS when travel is started by employee > provides dropdown with “Yes”, “No” answers. If “Yes” is selected, SMS is sent for the customer when a technician starts a trip immediately.
SMS text for the travel > shows a default text for SMS. You can always change it, remove some information or add additional one. The phrases marked %object_address%, %eta% will be replaced with real work order data in the SMS. %eta% means estimated time of arrival and will automatically generate the expected time when the technician will arrive.
%eta% is only visible in the SMS, if mobile device GPS is on and object has coordinates added.
%eta% can be seen under the work order status in the administrator platform while technician is travelling.
Configuration for feedback request notification
Configuration for feedback request notification
The feedback feature was designed for your customers to share their evaluation on completed work.
To set up a notification, select "Yes" for "Send feedback request SMS". The text can be entered manually or you can use default text.
The key %feedback_url% in the message must be used if you want to use a standard Frontu evaluation form that looks like this:
However you can use any external link for the feedback form. Just make sure you add the link into text field and the customer will get the message where he can click on the link and give his feedback directly there.
When creating a work order, have in mind that "SMS phone number" field must be filled. If customer has phone number added, the field will fill automatically. However it can be changed or entered manually too.
You can always check what number was used for SMS feedback. We save this information in Action history tab, detailed view.
SMS feedback will be sent to customer's phone number right away when the work order's status becomes "Completed". If the work order was reopened and completed one more time, SMS will not be sent again.
For now, user can update feedback rating and message as many times as he wants.
If related work orders are included, notification will be sent only for parent work order.