Communication settings at a glance
Fieldified keeps reusable client messages in one place so your team can send consistent emails and texts without rewriting the same information for every request, quote, job, or invoice.
Open Email Templates to manage the available templates. Administrators can customize the default wording and decide which automated messages are active.
These settings cover both:
- Team-initiated communication, such as booking confirmations and newly issued quotes
- Automated communication, such as appointment reminders and completed-job follow-ups
Two-way text conversations and dedicated-number settings are managed separately from automated message templates.
Add or update the logo shown in client emails from Business Profile.
Choose where email replies go
Set a default reply recipient for each work category so client responses reach the right person.
Reply routing can be configured for:
- Requests and assessment communication
- Quotes, approvals, and change requests
- Jobs, visits, checklists, and follow-ups
- Invoices, payments, and receipts
Eligible recipients must have permission to access the corresponding record type.
The reply recipient can be:
- The user who sent the email
- A selected team member
- The company email stored in Company Settings
The company option appears after a valid company email has been saved.
Default reply routing applies to every email in that category. When composing an individual email, open its additional options to select a different reply address for that delivery.
Activity notifications tied to reply routing
The person responsible for replies can also receive record updates, including:
- A new request submission
- Quote approval
- Requested quote revisions
- A quote deposit
- An invoice payment
Other authorized users can still see the event in Fieldified activity history even when they do not receive the email notification.
When a reply recipient loses access
If a selected recipient is deactivated or no longer has permission for that work type, Fieldified removes the assignment and routes future replies through the next valid fallback.
The fallback order is:
- The original sender
- The company email
- The account owner
- An active administrator
Keep team email addresses and the company email current so client replies are not delayed.
Message families
Each communication type has its own template. Email and text versions are edited separately when both delivery methods are available.
Request communication
- Request received: Automatically acknowledges a client-submitted request.
- Assessment booked: Manually confirms that an assessment has been scheduled.
- Assessment reminder: Automatically or manually reminds the client about an upcoming assessment.
Quote communication
- New quote: Accompanies a quote sent by email or text.
- Quote approved: Automatically confirms approval.
- Quote activity alerts: Notifies the responsible team member about approval, requested revisions, or a received deposit.
Job and visit communication
- Job booked: Confirms that the client’s work is on the schedule.
- Visit reminder: Reminds the client about a scheduled visit.
- Schedule changed: Notifies the client when a visit is moved.
- Checklist copy: Accompanies a completed checklist sent to the client.
- Service documentation: Delivers supporting records such as treatment information.
- Completed-work follow-up: Requests feedback after the job is finished.
Invoice and payment communication
- New invoice: Accompanies an invoice sent by email or text.
- Payment or deposit receipt: Confirms that money was received.
An invoice email contains both your editable message and a generated payment area showing the methods available to that client. Keep the editable message focused on context or thanks rather than duplicating the payment instructions.
General communication
- Client statements
- Requests to save a payment method
- Signed-document copies
- General emails sent from a client record
Edit a reusable template
- Open Email Templates.
- Select the communication type.
- Choose the email or text version.
- Update the subject when the template supports one.
- Edit the message.
- Insert variables for client, appointment, or work details.
- Preview the result.
- Save the template.
The saved text becomes the starting point for future messages of that type.
Personalize templates with variables
Variables insert information from the related Fieldified record when a message is prepared.
For example, a greeting containing {{CLIENT_NAME}} is replaced with the recipient’s client name. Appointment variables can insert the scheduled date, time, property address, or assigned team.
Use the variable picker in the editor instead of typing variable names from memory. A variable must be supported by that communication type and its source record must contain a value.
See Use Variables in Client Messages for formatting, fallback, and testing guidance.
Schedule automated communication
Assessment reminders, visit reminders, and completed-work follow-ups include automation controls.
Depending on the message, configure:
- Status: Enable or disable the automation.
- Delivery channel: Choose email or text.
- Timing: Select how far before or after the event it should send.
- Send time: Choose a specific time of day when required.
For an anytime appointment, a text reminder needs a defined send time because the appointment itself has no start time.
Enabling an automation applies it to clients whose communication preferences allow that message. Update an individual client’s notification preferences when they opt out of a particular automated category.
Review a message before sending
When a team member sends a confirmation, quote, invoice, receipt, or general email, Fieldified shows a preview.
Use the preview to:
- Confirm recipients
- Adjust the subject or email body
- Change the reply-to recipient
- Add CC recipients
- Attach supporting files
- Include a generated PDF
Changes made in a one-time preview apply only to that delivery. Update the reusable template when the change should apply to future messages.
Text templates should be updated from communication settings so automated and team-initiated texts stay consistent.
SMS length and message segments
Twilio transports Fieldified text messages as SMS or MMS.
- A GSM-7 message fits up to 160 characters in one SMS segment.
- A longer GSM-7 message is divided into segments of 153 characters.
- A message containing Unicode characters such as many emojis can switch to UCS-2 encoding.
- A UCS-2 message fits 70 characters in one segment and 67 characters per segment when longer.
Carriers generally reassemble the segments on the recipient’s phone, but each segment is processed separately. Keep automated texts concise and test templates containing special punctuation or emoji.
PDFs and additional email files
Quotes and invoices normally link the client to the interactive client experience, where they can approve, request changes, pay, and download the generated PDF.
To attach a PDF or another file to a specific email:
- Open the email preview.
- Find Attachments.
- Select files from the device or related notes.
- Select the generated quote or invoice PDF when required.
- Review the attachment size and send the email.
Adding a PDF in the preview affects only that message; it does not change the template.
Monitor client communication
Use communication history on the client and related work records to review:
- Delivery status
- Recipient
- Channel
- Sent date and time
- Message preview
- Email opens when tracking is available
- Delivery or rejection errors
Delivery reporting confirms whether the provider accepted the message. An email open or SMS delivery event does not guarantee that the recipient read or acted on the content.