Customer notification preferences
From the portal, each customer controls which messages they get and how they get them.
What customers can toggle
Four categories: Service updates (pre-arrival alerts, arrival-time updates, and visit summaries), New invoices, Monthly statements, and Message alerts (the email or text telling them you replied in the portal). Some messages are always sent and can't be switched off: payment receipts, overdue notices, payment-failure alerts, quotes, and weather cancellations — a customer should never miss being told you aren't coming.
Email or text, per category
For each category they pick the channel — email, text, or both — so a customer can be texted about visits but emailed their statements. Monthly statements are email-only.
What they can't switch off
Payment receipts, overdue/collections notices, declined-card alerts, and quotes always send. These are records and obligations, not courtesy messages, so no preference suppresses them.
Turning off invoices doesn't hide the invoice
If a customer switches off New invoices, we skip the email but do NOT treat the invoice as delivered — it won't quietly start an overdue clock. The invoice is always in their portal, and you'll see it flagged as undelivered when you send it.
Replying STOP
If a customer texts STOP to any message, all texts pause account-wide — carriers require this. They still get email, and can re-enable texts from the portal.
A customer with no email and no phone
Collections can't escalate against someone you've never reached. If an overdue customer has no email address and no reachable phone, reminders are skipped, late fees / billing pauses / suspensions are held, and you get an in-app alert. Add contact info and the ladder picks up where it stopped.
We're here.
Ask Dewey in plain English, or tell us what feature you wish existed.
Still stuck?
Ask Dewey — it knows the whole platform. Or send us a message and we'll reply within a business day.
