Notifications
Configure automated customer notifications for work order updates
The Notifications module sends automatic email and SMS messages to customers when work order status changes. Keep customers informed throughout the service process.
Notification Triggers
Nine trigger events are available:
Work Order Scheduled
Sent when a work order is assigned a date and time. Includes appointment details and technician information.
Appointment Reminder
Sent a configurable number of days before the scheduled appointment. Reminds customers of upcoming service visits.
Technician En Route
Sent when the technician starts traveling to the location. Lets customers know service is on the way.
Technician Arrived
Sent when the technician arrives at the service location. Confirms the technician is on-site.
Work Order Cancelled
Sent when a work order is cancelled. Informs customers of the cancellation.
Appointment Rescheduled
Sent when the scheduled time changes. Provides the new appointment details.
Work Order Completed (Report Only)
Sent when work is finished. Includes service report PDF. Used for monthly invoicing customers.
Work Order Completed (with Invoice)
Sent when work is finished. Includes both service report and invoice PDFs attached.
Monthly Invoice
Sent on the 1st of each month. Consolidates all work orders into a single invoice.
Channel Configuration
For each trigger, configure which channels to use:
- Email - Send notification via email
- SMS - Send notification via text message
- Both - Send via both channels simultaneously
Toggle channels on/off per trigger type. Disabled triggers don't send any notifications.
Queue Mode
Control when notifications are sent:
Immediate
Notifications send instantly when the trigger event occurs.
Queued
Notifications wait in a queue before sending:
- Auto-release - Send automatically after a configurable delay (1-60 minutes)
- Manual release - Hold until dispatcher manually approves
Queued mode is useful for:
- Reviewing messages before sending
- Batching multiple updates
- Preventing premature notifications
Access the queue from Settings > Notifications > Queue.
Email Settings
Reply-To Address
Set a custom reply-to email address. When customers reply to notifications, responses go to this address instead of the system email.
Calendar Attachment
For scheduled appointments (WO_PLANNED), optionally attach an .ics calendar file. Customers can add the appointment directly to their calendar.
Template Customization
Click Edit Templates to customize message content for each trigger:
Email Templates
- Subject line
- Body text with formatting
- Merge fields for dynamic content
SMS Templates
- Body text (character limit applies)
- Merge fields for dynamic content
Merge Fields
Use placeholders that get replaced with actual data:
Work Order Fields:
| Field | Description | Example |
|---|---|---|
{{customer_name}} | Customer company name | Acme Corporation |
{{contact_name}} | Work order contact person | John Smith |
{{work_order_number}} | Work order reference | WO-2024-0042 |
{{planned_date}} | Scheduled date | 15.12.2024 |
{{planned_time}} | Scheduled time window | 09:00 - 11:00 |
{{arrival_window_start}} | Arrival window start | 09:30 |
{{arrival_window_end}} | Arrival window end | 10:30 |
{{address}} | Service location address | Tartu mnt 83, Tallinn |
{{technician_name}} | Assigned technician | Mike Johnson |
{{technician_phone}} | Technician phone number | +372 5551234 |
{{organization_name}} | Your company name | NextFSM Services |
{{contract_number}} | Contract reference | CONTRACT-2024-001 |
Invoice Fields:
| Field | Description | Example |
|---|---|---|
{{invoice_number}} | Invoice number | INV25-00001 |
{{invoice_total}} | Invoice total with currency | €173.60 |
{{invoice_due_date}} | Payment due date | 14.12.2024 |
{{work_order_count}} | Work orders in monthly invoice | 5 |
Notification History
View all sent notifications at Settings > Notifications > History:
- Filter by status (sent, failed, pending, cancelled)
- Filter by channel (email, SMS)
- View message content and recipient
- See delivery status and errors
- Click any notification for full details
Status Indicators
| Status | Description |
|---|---|
| Sent | Successfully delivered |
| Pending | Waiting in queue |
| Failed | Delivery failed (see error) |
| Cancelled | Manually cancelled from queue |
Best Practices
- Test templates - Send test notifications to yourself first
- Keep SMS short - SMS has character limits and per-message costs
- Use queue mode - For critical notifications, review before sending
- Set reply-to - Ensure customer replies reach the right inbox
- Monitor failures - Check history for delivery issues