Customer Communication Settings

Customer communication settings control which automated emails your subscribers receive throughout their subscription journey.

What Are Customer Communications?

Automated emails sent to customers at key moments:

Benefits:

• Keep customers informed automatically

• Reduce "when is my service?" questions

• Professional, consistent experience

• Save you time on manual communication

• Build trust and satisfaction

✍️ TIP: These emails work 24/7 to keep customers informed. Enable them to reduce your communication workload while improving customer experience.

Accessing Communication Settings

During Service Creation

1. Create or edit a service

2. Navigate to the Settings tab

3. Scroll to Customer Communications

4. Tick/untick the checkboxes of each email type 
   Service settings showing customer communication toggle options

For Existing Services

1. Go to Services page

2. Click the three-dot menu (•••) next to the service

3. Select Service Details from the dropdown

4. Navigate to the Settings tab

5. Update communication preferences

6. Click Save to apply changes

Email Types Explained

Welcome Email

When sent: Immediately after customer subscribes

What it includes:

• Thank you for subscribing

• Service details and frequency

• What to expect next

• Your contact information

• Next service date

✅ RECOMMENDED: Always enable. This is your first impression and confirmation rolled into one.

Preview example: "Welcome to [Your Business]! Thank you for subscribing to our [Service Name]. Your first service is scheduled for [Date]. We're excited to serve you!"

Service Reminders

When sent: Before service is due (typically 24-48 hours ahead)

What it includes:

• Upcoming service notification

• Service date and time window

• What customer should prepare

• Rescheduling information

• Contact details

✅ RECOMMENDED: Enable for services requiring customer preparation or access.

Preview example: "Your [Service Name] is scheduled for tomorrow, [Date]. Please ensure gates are unlocked and pets are secured. Need to reschedule? Contact us at [Phone]."

Service Complete Email

When sent: After you mark a service as complete

What it includes:

• Confirmation service was delivered

• What was done

• Next service date

• Thank you message

• Feedback request (optional)

✅ RECOMMENDED: Enable for professional touch and confirmation.

Preview example: "Your [Service Name] has been completed! We [brief description of work]. Your next service is scheduled for [Date]. Questions? We're here to help!"

Term Ending Email

When sent: Before subscription term ends (only if maximum term is set)

What it includes:

• Notification term is ending soon

• Renewal options

• How to continue service

• What happens if they don't renew

• Contact information

ONLY RELEVANT IF: You've set a maximum subscription term in Terms & Policies

⚠️ IMPORTANT: This email only applies to services with maximum terms (e.g., 12-month subscriptions). If your service runs indefinitely, this setting doesn't apply.

Preview example: "Your [Service Name] subscription ends on [Date]. To continue service, renew by [Date]. Questions about renewal? Contact us at [Phone]."

Configuring Communication Settings

Enabling Emails

For each email type:

1. Check the box to enable

2. Uncheck to disable

3. Click preview icon to see email template

4. Save your service

Default recommendation:

• ✅ Welcome email: ON

• ✅ Service reminders: ON

• ✅ Service complete: ON

• ✅ Term ending: ON (if applicable)

✅ BEST PRACTICE: Enable all relevant emails. More communication is almost always better than less in subscription businesses.

Previewing Email Templates

Before enabling, preview what customers receive:

1. Click the preview icon next to each email type

2. Modal shows email design and content

3. Review for tone and clarity

4. Close preview when done

✍️ TIP: Preview emails to ensure they match your brand voice and provide the right information.

How Communications Work

Automatic Sending

Once enabled, emails send automatically:

• Welcome: Triggers when customer completes subscription

• Reminder: Sends 24-48 hours before service due

• Complete: Triggers when you mark service complete

• Term ending: Sends 7-14 days before term expires

Customer Email Preferences

Customers can manage their email preferences:

• Through their customer portal

• By clicking unsubscribe links

⚠️ IMPORTANT: Customers can opt out of marketing emails, but critical transactional emails (like payment receipts) still send.

Email Content and Branding

What's Included Automatically

All emails include:

• Your business name

• Service details

• Relevant dates and information

• Your contact information

• Professional formatting

✍️ TIP: While templates are standardized, they pull your business name, service details, and contact info to personalize each email.