Work Order NotificationsWork Order Notifications

The notifications tab is where you set up how iPoint communicates various Work Order based notices.

Scheduling Alerts

These notifications help staff members stay on top of work orders schedules like when a technician is late checking into a job or reminding them of upcoming work.

Scheduling Reminder Minutes – This drop-down will set how long prior to a scheduled work order the technician receives a reminder.
Enable Scheduling Reminders will turn on the scheduling reminder option set up above.

Past Due Alert – This drop-down will send a notice to technicians who have not checked-in to their work order by the time they were scheduled plus the number of minutes selected here. Pick a default time in minutes, or enter a custom time by selecting Other… and manually entering a specific number of minutes.
Enable Past Due Alerts will turn on the past-due alerts set up above.

Send additional Past Due notification to – Choose a name in this drop-down list to send a duplicate copy of the Past Due Alert to another team member. This is typically used for a service manager or scheduling coordinator. This list is populated by every active user in the iPoint software.

Auto notify Tech for New and change Work Orders – When checked, iPoint will automatically send an email to the technician assigned to a Work Order. If unchecked, technician notifications are sent manually.

Time Clock Alerts

These notifications let service administrators know if a technician is late clocking in at the start of the day or is working longer than expected at the end of the day. These notices are for Time Clock entries, not for Work Order entries.

Enable Time Clock Past Due Notification – If a user has the “Hourly” checkbox marked in Settings > Users > Settings iPoint can send a notification if their time clock entry is outside of preset parameters.
Clock In Alert Time From the dropdown list choose the daily start time when a user should be Clocked In.
Clock Out Alert Time From the dropdown list choose the daily end time when a user should be Clocked Out.
Send Alert to The Clock In / Out alert will be sent to the individual selected from this dropdown list.
Time Clock Alert Days – Check the boxes for the days that the Clock In and Clock Out Alerts will be utilized. Typically, weekdays are checked, since most employees don’t work on the weekend. But if you have weekend employees, you would then check Saturday and Sunday as well.

Module Settings: Work Order Notifications

Customer Alerts

These notifications send an email to your customers informing them of work orders that have been scheduled on their behalf.

Disable Automated Notices: Checking this box will deactivate the customer emails sent when work orders are scheduled.

In order to use the Customer Work Order Notices, you need to define when the emails are sent.
Send Cust Notice – Enter the number of days prior to the Work Order date you want the email notification sent out.
Days in Advance of Appointment, at – Select the time of day that iPoint will send out the Customer Work Order Notice. If no time is selected, the notices will be sent out at midnight.

Only Send Auto Messages Once – A check in this box will force iPoint to only send one automated message per work order. If an existing work order is modified, like changing the assigned technician, iPoint will not send another customer notification.

Customer Notification Setup
Clicking the blue Customer Notification Setup button will open a popover, where you can enter some generic text and instructions for the customer, which will appear on the actual notice that’s sent out.

Work Order Customer Notification Setup

Preview Text – enter the text you want to be displayed at the top of the email to your customer.
Headline/Subject – under your company logo is an email subject line. You can customize the headline by typing in this field.
Body Text – here you can customize the body of your email.
From Work Order – information from your customer’s work order will be displayed here, including Work Order name, description, day and worksite address.
Other info – the email will also include options for your customer to Confirm, Cancel, or Reschedule the work order, as well as a picture and short bio about the tech being sent. These are set up in Settings > Users > Bio

Service Dept. Phone This is the phone number that will be displayed in your Customer Work Order Notices. You can copy this phone number from your Company settings by clicking the “Copy Primary” button.
Service Dept. Email This is the email address that will be used on your Customer Work Order Notices. You can copy this email from your Company settings by clicking the “Copy Primary” button.

Work Order Notifications: What Customers Will See

The email your customer will receive is laid out in fairly thorough detail above (in the Customer Notification Setup section). What they will see after they click “Confirm,” “Cancel,” or “Reschedule” is a simple, responsive webpage (“responsive” meaning it’ll look good on whatever device they see it on) which basically just gives them feedback that their response has been received.

If a customer clicked “Confirm,” she’d see something like this:

Customer Work Order Notice: Confirmation

All of the “branding” info – logo in the upper left, company name in the upper right, and the contact info at the bottom – comes from what you have entered in Settings > Company Info.

They will see the first line, “Thank you for your response regarding [WO Name], scheduled for [Start Date]” no matter which button they click in the email. The next line will say the above if they confirm, or “Your request to [cancel/reschedule] has been received; we will be in touch.”

Last modified: 8 Apr 2020

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