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Configure customer notifications

Last updated July 23, 2026

Customer notifications keep customers informed before, during, and after service. Use them for booking confirmations, reminders, technician updates, appointment changes, completion messages, and other events available to your company.

Before you begin​

Confirm Company Profile, Business Units, and Nexus Phone Service details are current. Decide which events should send automatically and who should approve customer-facing wording.

Open customer notifications​

Go to Settings → Core Data → Notifications.

  1. Review the available notification events.
  2. Use category, channel, business unit, or status filters when shown.
  3. Select an event such as booking confirmation, appointment reminder, technician update, reschedule, cancellation, or completion.
  4. Review whether the event is enabled.
  5. Review the channel and business units it applies to.

Configure messages by customer event, then verify which business units use each version.

Edit a notification​

  1. Open the event's Edit action.
  2. Turn the notification on or off.
  3. Choose the applicable business units.
  4. Select the communication channel offered for the event.
  5. Enter the subject when the channel uses one.
  6. Edit the message using plain, customer-friendly language.
  7. Insert supported customer, appointment, technician, or company fields from the visible field menu.
  8. Review timing choices for reminder events.
  9. Save the notification.

Do not type example customer or appointment details that should be filled by a supported field. Keep arrival language consistent with Arrival Windows and scheduling.

Preview and test the message​

  1. Open the notification again.
  2. Click Preview when available.
  3. Check the company name, date, time, technician, and contact instructions.
  4. Confirm links and phone details are understandable.
  5. Save any corrections.
  6. Use a demo booking or approved test action to confirm delivery before enabling a new company-wide message.

Preview dynamic details and timing before enabling a notification for customers.

Temporarily stop a notification​

  1. Open the event.
  2. Turn Enabled off.
  3. Save.
  4. Confirm the event now shows an off or inactive status.

Turn off only the affected event. Disabling a main company number or broad communication feature can interrupt other customer workflows.

What happens next​

Enabled notifications are evaluated when the matching customer event occurs. The exact message depends on the saved event, business unit, channel, and record details.

Troubleshooting​

A customer did not receive a message​

Confirm the event is enabled for the job's business unit and the customer has the correct contact information. Review the appointment status and event time, then check the conversation in Communications.

The message contains missing or incorrect details​

Open the job, appointment, technician, company profile, or business unit and correct the source information. Preview the notification again.

A reminder arrives at the wrong time​

Review the reminder timing, appointment time, arrival window, and company time zone. Save and test with a new demo appointment.