--- key: what-your-customers-receive-and-when title: See what your customers receive and when audience: staff section: settings/communications routes: ["/settings/org/customer-messages"] permissions: ["lifecycle_automation.view"] features: ["lifecycle_automation.core"] since: 0.0.1 updated: 0.0.1 status: published summary: One list of every email and text a customer can get from Nova, when each one goes out, and the setting or article that controls it. keywords: [customer emails, customer texts, what does the customer get, notification list, reminders, receipts, portal invite, booking confirmation, opt out] related: [turn-on-customer-messages, choose-where-customer-messages-come-from, change-customer-message-wording, see-what-customers-are-being-sent] --- In the sidebar, open **Settings**, then choose **Customer Messages** under **Communications**. The page address is `/settings/org/customer-messages`. The automatic messages are switched on there; the others are sent from a record or another settings page, listed below. Each message has a customer help article you can send them. ## Before you start - Messages on **Customer messages** follow the selected category's sending details and any message exception. Shared quiet hours are under **All customer messages**. Choose **Edit wording** where offered. See [[choose-where-customer-messages-come-from]] and [[set-quiet-hours-for-customer-messages]]. - One customer can be treated differently on their account's **Lifecycle** tab: **Preferred way to reach them** (email, text or both) and **Don't send this customer**, one box per group. - Customers can reply STOP to any text. Automatic emails from Customer Messages (reminders, follow-ups, review requests) end with a "Stop these emails" link; using it stops those automatic emails to that address, while invoices, receipts and emails your team writes still go. The address then shows **Stopped automatic emails** on the customer's contact details, with **Send automatic emails again** for when the customer asks. To stop only some messages, customers ask you and you tick the box. See [[stop-emails-and-texts-from-a-company]]. ## What you see On **Customer messages**, sent automatically: - "Booking & scheduling": "Appointment booked" when a visit is first scheduled, "Appointment changed" when its day or arrival window moves, "Appointment cancelled" when a visit the customer was told about is cancelled, and "Technician changed" (off unless you turn it on). Quick edits wait the minutes set under **Wait before sending schedule changes**. Even with that wait off, automatic appointment messages keep a 15-second Undo period. An imminent visit shortens the wait to that period. **Send now** bypasses the wait when you choose it. See [[appointment-booked-message]] and [[appointment-changed-or-cancelled-message]]. - **Reminders**: "Reminder the day before" (24 hours before) and "Reminder 2 hours before". A reminder is skipped when the customer was told about the appointment less than 2 hours earlier (it was just booked or moved, or you told them yourself), so they never get "see you in 2 hours" right after "your appointment is booked". The log shows that reminder as "Not needed", with when they were told; **Send anyway** sends it if you still want to. See [[appointment-reminder-messages]] and [[see-what-customers-are-being-sent]]. - "Day of the visit": a thank-you as soon as the work order is marked done. See [[work-finished-message]]. - **After the job**: **Ask for a review**, 1 day after, once a review link is saved. See [[review-request-message]] and [[choose-how-customers-are-asked-for-reviews]]. - **Quote follow-ups**: **Quote follow-up** (3 days before expiry), **Quote expiring today** and **Second quote follow-up** (3 days after). See [[quote-follow-up-messages]]. - **Payment reminders**: **Invoice due soon** (3 days before), **Invoice due today** and **Invoice overdue** (3 days after, then every 7 days up to 4 more times); they stop once the invoice is paid. Tick **Attach the PDF** on a row to attach the document. See [[payment-reminder-messages]]. - **Agreements**: the reminder to sign, on the cadence under **Delivery and reminder defaults** in **Agreement Settings**. See [[set-agreement-branding-and-reminders]] and [[agreement-signing-messages]]. - Appointments, activities, lodging and rentals: choose the category in **Messages for** (a category appears once it is turned on for your Schedule). Each has "Confirmation", "Booking changed", "Booking cancelled" and "Upcoming booking", 24 hours before the start by default. They cover bookings your team makes and bookings made online. The emails are on for a new organization; texts wait until you turn them on. Lodging adds "Check-out reminder" and rentals "Return reminder", 24 hours before the end, and each category has an optional thank-you and review request after completion; these start off. See [[booking-confirmation-message]]. - **First-text notice** under **Advanced**: one text with STOP and HELP instructions before the first appointment text to a number. Sent when a teammate acts: - Quotes, invoices, deposit requests and statements, each with a secure link that lasts 90 days by default. See [[send-a-quote]], [[ask-for-a-deposit-on-a-quote]], [[send-a-statement]], [[choose-whether-billing-emails-attach-a-pdf]], and [[quote-email]], [[invoice-email]] and [[statement-email]] for the customer's side. - Receipts and refund receipts, when you send one or when automatic receipts are on. See [[send-payment-receipts-automatically-and-allow-tips]] and [[payment-receipt-message]]. - Portal invitations and sign-in links, from the customer's **Portal Access** tab with **Send sign-in link…**. See [[give-a-customer-portal-access]] and [[portal-sign-in-link-message]]. - Signing requests for agreements. See [[agreement-signing-messages]]. - "On my way" texts. See [[set-up-on-my-way-messages]] and [[on-my-way-message]]. Sent from other settings pages, or always: - Online booking requests: request acknowledgements, payment notices, waitlist spots and "Finish your booking". Set them on the booking surface's **Notifications** tab (**Email booking requests and payment updates**, **Text booking requests and payment updates**) and under **Abandonment recovery**; see [[set-up-a-public-booking-page]] and [[booking-confirmation-message]]. Confirmations, changes and reminders for online bookings are on **Customer messages**, above. - The support feedback email, about an hour after a ticket is resolved or closed. Results are under **CSAT & Resolution Feedback**; see [[check-support-inbox-health-and-retry-failed-work]] and [[feedback-request-message]]. - Verification codes, new sign-in alerts and password emails go out whenever a customer asks for or triggers one. They have no switch. See [[verification-code-messages]] and [[new-sign-in-alert]]. ## If something looks different - To check whether a message went out, or stop one that is coming, see [[see-what-customers-are-being-sent]]. - A reminder shows "Not needed": the customer was told about that appointment less than 2 hours before it was due, or the appointment is no longer scheduled. That is the rule working, not a problem. - A customer says a message never came: check their account's **Lifecycle** tab for a ticked box under **Don't send this customer**, and whether they replied STOP to your number. **Preview** opens a message with an address you can copy or reopen. Browser Back returns to the list. On a phone, opening **Advanced** scrolls a short distance to reveal its controls while keeping the heading below the page or drawer header.