What sends when
Every automatic customer message in one table, the toggle that controls each, and how the channel gets picked.
Updated September 11, 2026
Once texting is set up, messages send themselves at the right moments. Here is the full inventory, so nothing that reaches a customer is ever a mystery.
The customer-facing messages
| Message | When it sends | Controlled by |
|---|---|---|
| On my way, with ETA | Tech taps Navigate & Notify | Workspace toggle, plus a per-customer opt-out |
| Service report | Visit completed, with a link to their pool report page | Auto-send rule in Settings (off, techs only, or everyone) |
| Service complete confirmation | Visit completed (short text version) | Notification Preferences toggle, off by default |
| Schedule change | A visit is rescheduled or skipped with notify chosen | Notification Preferences toggle |
| Review request | After their Nth visit, on a delay you set | The Reviews page settings |
| Quote sent, and reminders | You send a quote; polite nudges if unanswered | Quote settings (reminder cadence and count) |
| Payment link | You request payment or an invoice reminder fires | Sent per action; overdue reminders automatic |
| Receipt | Any successful charge | Always, email only |
| Pool report link | You share their portal link | Sent per action |
How the channel is picked
One rule everywhere: text if the customer has consent and a valid phone, otherwise email. You never choose per message, and no customer silently misses information because they lack one channel.
Two more gates apply to everything: your business hours (no 9 pm texts) and your holiday list (nothing sends on days you marked closed).
Ripple effects
- Every message's delivery status is visible under Notifications, so "did they get it" has an answer.
- Replies land in the customer's Messages thread on their page, and emailed replies go to your business email.
- Texts draw from your monthly allotment; emails are free and unlimited. If the allotment runs out mid-month, texts pause (top-up packs fix that) but emails keep flowing.
Your team's notifications are separate
Techs get push notifications on their phone when someone changes their route (a moved stop, a reassignment). Those are internal, free, and not configurable per customer, and the app never notifies a tech about a change they made themselves.