See what customers are being sent

Check every email, text and call going to customers, see what is due to go out next, read any message, and stop one reminder before it sends.

In the sidebar, open Settings, then choose Customer Message Log under Communications. The page address is /settings/org/customer-notifications. The settings menu stays beside the page on a computer.

Before you start

• Anyone whose role can read customer notifications sees the log. Stopping a message needs permission to operate customer notifications; without it the Don't send button is not shown.
• You can change one scheduled message here. To change defaults for future messages, use Customer messages; see Turn on automatic customer messages.

Steps

1. Open View and choose Coming up to see messages that are due, or History for what already went out. The list opens on Coming up. Remove the History chip to return to Coming up.
2. Type a customer's name, email, phone or record number in the search box to narrow the list.
3. Press Filters to narrow further: Record (work orders, invoices, quotes, bookings and more), Sent as (email, text or call), Status, Sent by (automatic or by a teammate), a Branch when you have more than one, and a From and To date. Clear filters resets them.
4. Click anywhere on a row to open that message, or press Preview on an upcoming row or View on a sent one. On a phone, tap the message card. With a keyboard, move to the row and press Enter or Space. The buttons and the record link inside a row still do their own thing. The open message shows it as the customer sees it. Every upcoming row can be previewed. A text is shown the way it lands on a phone, with the number it comes from and how many texts it counts as; an email is shown as an email, with who it is from, who it is going to and the subject line above the message itself. A call shows the script it reads out. A message that has not gone out yet is built fresh as you open it, so it uses the record's details as they stand right now; a blue note at the top says so.
5. To stop an upcoming message, press Don't send. The dialog Don't send this one? names the message and who it was going to. Press Don't send to confirm, or Keep it.
6. Press Show more at the bottom to load older rows.

Change one scheduled notification

1. Press Preview, then Edit notification.
2. Change the Email address or Phone number, the Subject for email, the Message, or Send at.
3. Press Save notification. This changes one occurrence. It does not change the customer's saved contact details or your message defaults.

Nova checks consent and quiet hours again when delivering. A changed number does not inherit permission to text from the original number. Save a permitted, text-enabled number on the customer first if needed. Signing reminders let you change the note above the signing instructions; Nova keeps the secure signing link. Review requests keep the review link.

You need permission to operate customer notifications; edits also require edit access. Automation messages require automation access when making changes. Signing reminders also need permission to manage signers and resend signing reminders. Once a send has started, it cannot be edited. If another person changes it first, Nova asks you to reload instead of overwriting their changes. Leaving an unsaved edit offers Save then leave or discarding the edit.

The preview shows the account's full name, the contact's full name when known, and links to the account and the work order, quote, invoice or other record. Equal account and contact names appear once. History previews preserve the actual content and delivery result. Send again creates a separate message when the record supports it and your role allows it. Preview addresses can be copied and reopened; browser Back closes a preview opened from the list.

The recipient uses Nova’s email field or phone field with a country selector. Email messages support simple formatting, lists and links; texts remain plain text. Email edits affect the message inside the regular container. Branding, footers, document summaries and separate action links stay protected. The preview continues to show the complete email. Send at is on your business's clock, the same clock as the times in the list and in the message. When your device is set to another time zone, the zone is named under the field in plain words, such as Eastern time. Formatting is kept when the notification sends and in its sent preview.

What you see

• Each row shows when it goes or went, the message name and its first line, who it goes to, the record it belongs to, and a status pill.
• Coming up includes scheduled messages, changes waiting to settle, queued or sending messages, retries, holds, and unconfirmed deliveries. History shows Sent, Delivered, Failed, Skipped, "Not needed", Cancelled and Expired. Waiting to send does not mean a customer received it.
• The record name is a link that opens the work order, invoice or other record.
• Stopping one reminder only stops that one. Later reminders for the same record still go out.

If something looks different

• Nothing scheduled: no reminder or notice is due. Messages appear here first when something is coming up.
• Nothing sent yet: nothing has gone to a customer from this organization so far.
• The Branch filter is missing: your organization has one branch, or branch work is off.
• Don't send is missing on an upcoming row: the message is already leaving, or your role cannot stop messages.
• The preview says the message is built when it goes out, or that it could not be built right now: there is no wording to show ahead of time. The message still goes out as planned.
• Some older entries have no saved message content. Their status and reason remain visible. Nova does not invent a sent copy from the current template.
• A customer's Notifications tab collects all of their related messages. A quote, invoice, work order or booking shows the messages for that record in Customer notifications. This section starts collapsed and appears only when there are scheduled messages or history. It refreshes after record changes and sends, even while hidden.

Open Customer Message Log

Why a message didn't go out

Every row that did not go out says why in one sentence under its status: what happened, why, and what you can do about it when there is something to do. A few examples:

• "Not sent: the customer has no email address on file. Add one to their contact."
• "Cancelled: the appointment time changed before this went out; the message for the new time replaces it."
• "Not sent: this message is turned off for this work order."
• "Waiting: it came due during quiet hours and goes out when they end."
• "Not delivered: the email or text service couldn't deliver it. Check the customer's address or number."

Some older rows say "an automatic check found it no longer applied, for example because the customer had just been told or the appointment had changed". Those were recorded before Nova named the exact check. When Nova has no sentence for a reason yet, the row says "Nova didn't send this one. Open it to see the steps it went through." Open the message to see its activity.

"Not needed" and Send anyway

Some messages are skipped on purpose, because a rule worked as intended. Those rows show a grey "Not needed" pill with the reason in plain words, and they are never counted under Needs attention. The most common one: a reminder that was due less than 2 hours after the customer was told about the appointment. The row says when they were told and what they were told, for example "Not needed: the customer was told about this appointment at 5:43 PM (booking confirmation), less than 2 hours earlier, so a reminder would repeat it." Others: the appointment is no longer scheduled, nothing changed since the customer was last told, or something similar went out a moment ago.

When you still want that message to go out, press Send anyway on the row (or in the open message). The dialog Send this anyway? names the message, the channel and who it goes to. Press Send anyway to send it now, or Don't send to leave it. The copy is written from the appointment as it is now, goes only to that recipient, and shows in History as sent by you; the skipped row keeps a "Sent anyway by" line in its activity.

Send anyway only overrides the "already told" and "sent something similar" rules. It is greyed out, with the reason when you point at it, when the work order is finished or cancelled, the booking is no longer confirmed, or the appointment already started. It is not offered at all when the customer opted out of these messages, asked not to be contacted, used "Stop these emails", their address bounced or reported spam, there is no address on file, they replied STOP to texts, or the message is turned off. Delivery still checks consent, quiet hours, your plan and sending limits. You need permission to send another copy.

Appointment edits within the waiting period keep one message with the final details. If the customer has not yet been told about the booking, changing the time updates the booking message. Cancellation immediately removes pending booking or change messages and appointment reminders from Coming up; only the cancellation goes out after the waiting period. Superseded messages appear as Skipped in history. Coming up refreshes when reopened and while it remains visible.

Delivery results and one-message controls

Needs attention brings together messages on hold, failed messages, retries, and unconfirmed deliveries. The delivery summary also flags overdue processing or delayed schedule updates. Refresh checks again. Delivery unconfirmed means Nova cannot safely say whether the provider accepted the message; check its delivery evidence before sending another copy.

Open a message to see its recipient, sender, delivery result, activity and attachment names. A saved sent copy stays unchanged when you later change a template, customer or record. Email previews preserve the email layout. Text previews show the estimated number of texts, including longer Unicode messages.

Edit changes this occurrence's recipient, wording and time when its delivery queue is still editable. Secure signing instructions and survey questions are preserved. Don't send cancels this occurrence and keeps it in history. Send now releases it into the normal queue. Retry appears only for a definite failure that can safely be retried. Send again creates another occurrence, with the original still in history. Sending checks the current record, consent, quiet hours and usage limits. If a message has several recipients, editing or cancelling one recipient leaves the others scheduled. Repeating reminders show their next occurrence; cancelling one occurrence does not turn off the series.

Organization rows use the organization's time zone. Date filters name their time zone, and the send-time editor names your local time zone. The platform date range uses UTC across organizations, while each row shows its organization's time. Date ranges handle changes between standard and daylight time.

Export this view downloads a CSV of the filtered delivery metadata when your role includes export access. It includes message references, record labels, recipients, dates and results, without message bodies or credentials. Narrow a large export by date or record. Archived records retain readable history; restore a record before making changes that its archive policy prevents.

Work orders, quotes, invoices, agreements, appointments, activity bookings, reservations, rentals, payments, statements, support tickets, projects, tasks and assets use the same log. A customer's view collects the related records. The platform console includes organization names and stays read-only.

Reopen a message detail

Opening a notification gives it its own address under /settings/org/customer-notifications/. Copy that address to return to the same notification later. Back or the close button returns to the log. Filters can stay in the address after a question mark; the notification itself is identified in the path.

The link still requires permission to read that notification. If it has been removed or access has changed, Nova shows that the detail cannot be loaded.