Turn customer notifications on or off
One row per notification type, one switch per channel. Nothing goes to a customer unless the switch for that type and channel is on.
Open the matrix
Settings → Company → Notifications. Each row is a notification type; the two columns are Email and SMS. Flipping a switch saves immediately.
Email defaults on, SMS defaults off
Every email switch starts on, because email is free and is the channel customers expect. Every SMS switch starts off, because texting is metered against your plan's monthly segment allowance and billed as overage beyond it. Turn on only the SMS types you actually want to pay for.
The rows
Pre-arrival — heads-up when the tech is close. Live ETA — arrival time at route start, plus updates when the schedule shifts 15+ minutes (capped at 2 updates per customer per day). Service report — post-visit summary; work-order completion messages follow this row too. Invoice. Quote. Payment receipt. Payment reminder — overdue dunning notices. Payment failed — a card or bank payment was declined. Work order status — a work order moved to a new status. Portal message — your reply to a portal thread. Weather cancellation.
Payment failed is not payment reminder
These are two separate rows on purpose. Turning off Payment reminder silences overdue nudges but leaves declined-payment alerts running, so a customer whose card fails still hears about it. Turn off both if you want to handle all collections contact yourself.
Live ETA reaches both channels
The Live ETA row sends a text to customers with a mobile number and a branded email to customers with an email address. A customer who has an email but no phone — or who replied STOP to your texts — still gets an ETA email as long as the Email switch is on.
Three switches have to agree
A message goes out only when all three are on: the org-wide row here, the template's own Enabled switch in the Email & SMS Templates editor, and the customer's own Notifications toggle on their record. The customer toggle wins over everything — switching it off suppresses every email and text to that person, including billing.
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