Nova Help

See what your customers receive and when

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.

Updated in release 0.0.1 Needs permission from your admin Open this page in Nova

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 the number and inbox customer messages come from and Set quiet hours and timing 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 or 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 Read your appointment confirmation and Check a changed or cancelled appointment.
  • 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 Get ready when an appointment reminder arrives and See what customers are being sent.
  • "Day of the visit": a thank-you as soon as the work order is marked done. See Read the thank-you when the work is finished.
  • After the job: Ask for a review, 1 day after, once a review link is saved. See Answer a request for a review 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 Answer a quote follow-up.
  • 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 Deal with a payment reminder.
  • Agreements: the reminder to sign, on the cadence under Delivery and reminder defaults in Agreement Settings. See Set agreement branding, sender and reminders and Answer a request to sign an agreement.
  • 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 Read the messages about a booking you made online.
  • 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:

Sent from other settings pages, or always:

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.

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