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Messages

Updated

Messages is where you write the emails and text messages PSS sends to your clients about service route visits, and where you keep the comment templates your technicians pick from in the field. Five tabs run across the top: Client Welcome, Visit Completed, Visit Skipped, Tech Comments and On My Way. Each message tab has an Email sub-tab and, where the message is also sent as a text, an SMS Text sub-tab; when WhatsApp Business is enabled a WhatsApp sub-tab appears as well. Every tab saves with its own Save Messages button.

Note: These messages cover service route visits and the On My Way notice. Messages about jobs (quotes, reminders, job completion) are on Jobs & Quotes → Configure (Section 3), and invoice messages are on Invoices → Configure (Section 6).

Variables

Wherever a message field accepts variables, the ones you can use are listed above it. PSS replaces them with real values when the message is sent:

  • %client_display_name% — the client’s display name.
  • %client_first_name% / %client_last_name% — the client’s first and last name.
  • %client_username% — the client’s portal login (Client Welcome only).
  • %client_company_name% — the client’s own company name (Client Welcome only).
  • %company_name% — your company name.
  • %skip_reason% — the reason the technician gave for skipping (Visit Skipped only).
  • %tech_display_name% and %property_address% — the technician’s name and the property address (On My Way only).

Client Welcome

The email sent to a client when you invite them to the client portal from the Clients list (the Send Portal Invite action). It has a Subject and a Body, both accepting the variables above. The WhatsApp sub-tab lets you choose the template tone for the WhatsApp version.

Note: Invitations sent from Settings → Client Portal → Portal Access use the templates on the Client Portal → Client Welcome tab instead (Section 21). If you customize one, customize the other to match.

Visit Completed

Configures the report sent to clients when a technician completes a service route stop. By default the report contains the property address and the finish date and time; everything else is your choice.

Email sub-tab:

  • Subject — the email subject line.
  • Intro Message — the opening text at the top of every route visit report. Accepts the client and company variables; maximum 1000 characters.
  • Technician Info — Show the technician’s name and Show the technician’s notes.
  • Visit Media — Show media items marked as BEFORE service by the tech and Show media items marked as AFTER service by the tech.
  • Readings — Show LSI calculation, Show all completed readings, or pick individual readings from the list. Readings only appear when the technician actually took them.
  • Dosages — Show all completed dosages, or pick individual dosages. Dosages only appear when the technician used them.
  • Checklist Tasks — Show all completed checklist items, or pick individual items.
  • Attention Items — Show all flagged attention items, or pick individual items. These appear only when the technician checked them off during the visit.
  • Automatic Reports — Disable automatically sending all visit completion reports when the tech completes the visit. Tick this to stop reports going out on their own; you can still send a report by hand from Visit History (Section 7).
  • Accent Colors — Primary Color and Secondary Color used in the emailed report.

Click Save Messages to keep your changes, or SEND TEST EMAIL to email a sample report to an address you enter.

SMS Text sub-tab:

  • Text Message — the short text sent at completion, maximum 120 characters, with a live character counter. Accepts the client and company variables.
  • Add “No Reply” text at the end — appends a no-reply notice.
  • A link is inserted automatically; when the client taps it they see the full visit report in their browser, laid out as you configured it on the Email sub-tab.

WhatsApp sub-tab: choose the Route Visit Completed template tone (see 13.5). If WhatsApp is not connected the tab offers a Connect WhatsApp button instead.

Note: The lists of readings, dosages, checklist items and attention items you can choose from are the items defined under Visit Tasks & Costs (13.12), so a custom reading you add there becomes selectable here.

Visit Skipped

Configures the report sent when a technician skips a service route stop. It is a slimmer version of Visit Completed:

  • Email — Subject; Intro Message (client and company variables plus %skip_reason%, maximum 1000 characters); Technician Info (Show the technician’s name, Show the technician’s notes); Visit Media (Show skipped media items). Save Messages and SEND TEST EMAIL work as above.
  • SMS Text — Text Message (maximum 120 characters), Add “No Reply” text at the end, and an automatic link to the skip report.
  • WhatsApp — choose the Route Visit Skipped template tone.

Tech Comments

Pre-written comments your technicians can pick during a service stop instead of typing. The table lists each Comment Template with a Delete action.

  1. Click Add New.
  2. Type the comment in the new row.
  3. Click Save Comments.

To remove one, click Delete in its row and confirm; the row is marked for deletion and removed for good when you click Save Comments. Nothing changes until you save.

On My Way

The message a technician can send from the field to tell a client they are on their way. The technician can edit the generated note before sending it.

  • Email — Subject and Intro Message (maximum 1000 characters). Accepts the client and company variables plus %tech_display_name% and %property_address%. Save Messages and SEND TEST EMAIL work as above.
  • SMS Text — Text Message (maximum 120 characters) with the same variables, Add “No Reply” text at the end, and an automatic link.
  • WhatsApp — choose the Tech On The Way template tone.