Emailing the Client About a Job
The client contacts ticked on a job, the emails they get when it is booked, rescheduled, completed or cancelled, and your copy.
Emailing the Client About a Job
The people on your client's side can hear about a job from you without you writing an email: tick them on the job, and they get one when it is booked, rescheduled, completed or cancelled. The email goes out in your company's name, with your logo and colour at the top.
Who Can Be Emailed
The list comes from the client's contacts: open the client and choose the Portal tab. Every contact there has an email address, so every one of them can be ticked on a job, whether or not they use the portal.
A contact limited to Selected locations is only offered on jobs at those sites, and never on a job with no site. A contact on All locations is offered on every job for that client.
Switch on Job emails by default when you add or edit a contact (Add Contact, or Edit in the contact's menu). They are then ticked for you on every new job at a site they can see, and the contact shows a Job emails badge.
Ticking Contacts on a Job
When you create or edit a job and choose the client (and the site), the form shows Email the client under Systems to Service. The contacts marked Job emails by default are already ticked; tick or untick anyone else. Changing the client or the site ticks that client's defaults again.
The job page shows who is ticked in the Client card, under Job emails go to.
What Is Sent, and When
| What happens to the job | |
|---|---|
| Created with a date | Job booked |
| Created without a date (a remedial job, for example) | Job opened, saying the date will follow |
| A date set for the first time | Job booked |
| The date or time changed | Job rescheduled |
| Completed | Job completed, with the date it was completed |
| Moved to the Cancelled status | Job cancelled |
Each email is addressed to the contact by name and shows the job title, the date and time, the site address, the job number, the system and the description. The engineer is named by first name only. Internal Notes never go out, and nothing is attached: certificates are still sent on their own.
Changing anything else on a job (the title, the engineers, the priority) sends nothing.
Jobs the App Creates
- Service jobs from a system's service schedule tick the client's default contacts.
- Recurring jobs tick the same contacts as the recurring job they come from.
- Remedial jobs tick the same contacts as the job whose failures they fix.
- Jobs created from the Windows app tick the client's default contacts.
A Copy for You
Jobs → Settings → Client emails has Send me a copy (BCC). Put your own address there and you get one copy of each email, the one sent to the first contact.
Where Sent Emails Are Recorded
Each email is one row in Communications (filter by Job, or by the client or site), and the job gets an Emails tab with the same list: sent, delivered, opened or bounced. A client who replies writes to your company's email address, when the company has one.
Only contacts are emailed. The client's own email address on the client record is not, unless that person is also one of the contacts.