Learn how to configure how each customer prefers to be contacted so you always reach them the right way.
Why Communication Preferences Matter
For Your Business:
- Higher response rates (contact them how they prefer)
- Fewer missed appointments (use their preferred method)
- Better customer satisfaction (respect their communication style)
- Professional service (shows you pay attention)
For Your Customers:
- Get updates they'll actually see
- Avoid unwanted communication methods
- Control how often they hear from you
Types of Communication Preferences
Email Preferences
What emails can be sent:
- 📧 Appointment Confirmations: Job scheduled confirmation
- 📧 Appointment Reminders: 24 hours before appointment
- 📧 Invoices: Invoice sent when work is complete
- 📧 Payment Receipts: Confirmation when payment received
- 📧 Marketing: Seasonal maintenance reminders, promotions
- 📧 Service Updates: Technician on the way, job complete
Customer chooses:
- ☑️ All emails (default)
- ☑️ Transactional only (invoices, receipts, confirmations)
- ☐ No marketing emails
- ☐ No emails at all
Phone/Text Preferences
What calls/texts can be sent:
- 📱 Appointment Reminders: Text 24 hours before job
- 📱 Technician Updates: "On my way" text
- 📱 Emergency Calls: Urgent matters only
- 📱 Follow-ups: How was service call
- 📱 Payment Reminders: Outstanding invoice text
- 📱 Marketing Calls: Maintenance offers
Customer chooses:
- ☑️ All calls/texts (default)
- ☑️ Urgent only (appointment changes, emergency)
- ☐ Texts only (no calls)
- ☐ Calls only (no texts)
- ☐ No phone contact
Primary Contact Method
Which method to try first:
- 📧 Email First: Try email, then phone if no response
- 📱 Phone First: Call first, email as backup
- 💬 Text First: Text message, then email/call
- 📞 Call Only: Voice calls only, no text/email
How to Set Preferences
When Adding a New Customer
During customer creation:
Step 1: Fill Basic Info
- Name, phone, email (required fields)
Step 2: Set Communication Preferences
- Scroll to Communication Preferences section
- Ask customer: "What's the best way to reach you?"
- Set Primary Method based on their answer
Step 3: Enable/Disable Channels
- Check boxes for methods they're okay with:
- ☑️ Email notifications
- ☑️ SMS/Text messages
- ☑️ Phone calls
- Uncheck methods they don't want
Step 4: Set Frequency
- How often they want to hear from you:
- All updates: Every notification (default)
- Important only: Appointments, invoices only
- Minimal: Invoices and urgent only
Real conversation:
You: "What's the best way to reach you?"
Customer: "Text message works great for me."
You: "Perfect. Would you like appointment reminders
by text?"
Customer: "Yes, and send invoices by email."
You: [Sets Primary: Text, Enables: SMS + Email]
For Existing Customers
Updating preferences later:
Step 1: Open Customer Profile
- Navigate to Customers
- Search for customer
- Click their name
Step 2: Edit Preferences
- Click Edit (top-right)
- Scroll to Communication Preferences
- Update settings
Step 3: Save Changes
- Click Save
- New preferences take effect immediately
Understanding Preference Options
Email Notification Types
Transactional (Always Send): These are critical business communications:
- ✅ Appointment confirmations
- ✅ Invoices
- ✅ Payment receipts
- ✅ Cancellation notifications
Even if customer opts out of emails, these still send (required for business operations).
Optional (Customer Can Disable):
- ⚙️ Appointment reminders (24hr before)
- ⚙️ Technician arrival alerts
- ⚙️ Service completion notifications
- ⚙️ Follow-up surveys
- ⚙️ Maintenance reminders
- ⚙️ Seasonal promotions
SMS/Text Options
What texts you can send:
- Appointment Reminder: "Your appointment is tomorrow at 2 PM"
- On The Way: "Your technician Mike is 15 minutes away"
- Job Complete: "Your AC repair is complete"
- Payment Reminder: "Invoice #1234 is due"
- Marketing: "Fall furnace tune-up special"
Customer controls:
- ☑️ All texts (default)
- ☑️ Appointment updates only
- ☐ No texts (call or email only)
Phone Call Options
When you'd call:
- 📞 Scheduling confirmation (if they requested)
- 📞 Appointment reschedule (same-day changes)
- 📞 Emergency service requests
- 📞 Payment follow-up (overdue invoice)
- 📞 Sales/marketing calls
Customer chooses:
- Anytime: You can call during business hours
- Emergency Only: Only for urgent matters
- Never: Don't call, use email/text only
Common Preference Scenarios
Scenario 1: The Busy Professional
Customer Profile:
- Works 9-5, can't take personal calls
- Checks email frequently
- Wants minimal interruptions
Recommended Settings:
Primary Method: Email
☑️ Email notifications (all types)
☐ SMS texts
☐ Phone calls (except emergencies)
Frequency: Important only
Scenario 2: The Elderly Homeowner
Customer Profile:
- Doesn't use email regularly
- Prefers talking on the phone
- May miss text messages
Recommended Settings:
Primary Method: Phone call
☐ Email notifications
☐ SMS texts
☑️ Phone calls (anytime)
Frequency: All updates
Scenario 3: The Property Manager
Customer Profile:
- Manages 20+ properties
- Needs updates but not calls
- Prefers text for quick updates
Recommended Settings:
Primary Method: SMS text
☑️ Email notifications (invoices, reports)
☑️ SMS texts (all updates)
☐ Phone calls (emergency only)
Frequency: All updates
Scenario 4: The Tech-Savvy Millennial
Customer Profile:
- Always on their phone
- Prefers texts over calls
- Checks email once a day
Recommended Settings:
Primary Method: SMS text
☑️ Email notifications (invoices only)
☑️ SMS texts (all updates)
☐ Phone calls (never)
Frequency: All updates
Best Practices
1. Always Ask During First Contact
On the phone:
- "What's the best way to reach you?"
- "Do you prefer text, email, or phone calls?"
- "Is it okay if we text you appointment reminders?"
Set preferences immediately - don't guess or use defaults.
2. Respect "Do Not Contact" Requests
If customer says:
- "Don't call me" → Disable phone calls
- "No marketing emails" → Disable promotional emails
- "Text only" → Set text as primary, disable calls
Legal note: Respecting preferences prevents spam complaints and maintains good customer relationships.
3. Document Special Instructions
Add to Notes field:
Communication Notes:
- Only contact between 2-5 PM (works nights)
- Call wife if no answer (Sarah: 555-9876)
- No texts - does not have smartphone
- Prefers email for invoices (wife handles payments)
4. Update When Customer Tells You
Common situations:
- "I got a new email, update your records" → Update email immediately
- "Don't call this number anymore, use my cell" → Update primary phone
- "Stop sending me those reminders" → Disable reminder emails
Do it while on the call - don't rely on memory.
5. Test Preferences After Setting
Verify it works:
- Set customer preferences
- Send test notification (if possible)
- Ask customer: "Did you get that?"
- Adjust if needed
Handling Preference Changes
Customer Opts Out
If customer says "stop emailing me":
Step 1: Clarify
- "No problem. Do you want to stop all emails?"
- "Or just promotional emails? You'll still get invoices."
Step 2: Update System
- Open customer profile
- Uncheck unwanted notification types
- Save changes
Step 3: Confirm
- "Okay, I've updated your preferences."
- "You'll only receive invoices from now on."
Customer Complains About Too Many Messages
Common complaint: "You're sending me too many texts!"
Solution:
Step 1: Apologize
- "I'm sorry about that. Let's fix it right now."
Step 2: Review Current Settings
- Open their profile
- Show them what's enabled
Step 3: Let Them Choose
- "Which updates do you want?"
- "Just appointment confirmations?"
- "Or nothing at all?"
Step 4: Update and Confirm
- Make changes in system
- "Done. You'll only get appointment confirmations from now on."
Customer Changes Phone/Email
When contact info changes:
Step 1: Update Contact Info
- Edit customer profile
- Update phone or email
- Save
Step 2: Preferences Auto-Transfer
- System keeps same preferences
- New email gets same notifications as old
- No need to reconfigure
Step 3: Verify
- Send test message to new contact
- Confirm they received it
A: That's okay. Set primary method to Phone. They'll get calls for important updates, and you can mail paper invoices.
Q: Can customer change their own preferences?
A: If Customer Portal is enabled:
- Yes, they can log in and update preferences
- Changes sync to your system immediately
Q: What's the difference between "Email" and "Text"?
A:
- Email: Longer messages, invoices, receipts (sent to email address)
- Text/SMS: Short updates, reminders (sent to phone number)
Q: Are there any messages customers CAN'T opt out of?
A: Yes - legally required transactional messages:
- Invoices (they requested service)
- Payment confirmations (proof of payment)
- Appointment confirmations (contract agreement)
Q: What if customer says "no contact at all"?
A: You still need a way to send invoices. Explain:
- "We need to send invoices. Can we email those?"
- Or offer paper invoices by mail
- At minimum, they must receive invoices
Troubleshooting
Issue: "Customer says they're not getting notifications"
Solution:
- Check preferences are enabled
- Verify email/phone is correct
- Check spam folder (email)
- Check blocked numbers (text)
- Send test notification
Issue: "Customer getting duplicate messages"
Solution:
- Check if they have duplicate customer profiles
- Run Merge Duplicates tool
- Or disable notifications on one profile
Issue: "Customer says texts aren't coming through"
Solution:
- Verify phone number is mobile (not landline)
- Landlines can't receive texts
- Update to mobile number or disable SMS
Related Tasks
- Add Customer - Set preferences during creation
- Update Details - Change contact information
- Find Customer - Look up existing preferences
- Send Invoice - Respects email preferences
Need More Help?
- Video: Watch: Customer Communication Best Practices
- Role Guide: Owner's Guide
- Contact Support: [email protected]