Path: Settings → Messages and connections → Messages & alerts. Every message is pre-written and ready to go. Open one to rewrite it.

Groups on the tab: Alerts to you, Jobs & payments, Appointments, Requests and Field operations. Each row shows when it is sent and its channels (email, text, in-app) or Off.

Inside a message:

1. Tick or untick Send this message automatically (for alerts: Send me this alert).
2. Choose Send by: Email, Text, In-app. A Text option says “(not sending)” if texting is not set up or not in your plan.
3. Edit Email subject, Email (and in-app) message, and Text message (short version).
4. Insert details by tapping one in Insert a detail. Write “Hi {customer_first_name}” and Jane sees “Hi Jane”. Add a fallback after a bar: {customer_first_name|there}.
5. Watch the live preview. Unknown tags are flagged and would be left out.
6. Click Save, Send me a test, or Reset to the original.

Text messages automatically get an opt-out line. Some messages have timing boxes, such as days after the due date. Texts to you have Quiet hours you can set.

Path: Settings → Messages and connections → Reminders.

• Reminders to your customers: sent before every appointment. For each, set a number and unit before, and choose Email, Text, In-app. You can limit a reminder to certain appointment types. Texts never go out between 9 pm and 8 am. An overnight one is sent at 8 pm the evening before.
• Reminders to you: your own reminders.
• When you book, move or cancel: tick to tell the customer automatically.
• Your schedule in your own calendar: a button to update your calendar for Google, Apple or Outlook.

The wording of reminders is edited under Messages & alerts → Appointment reminder. Click Save reminder schedule.

1. Open Messages & alerts and review each group.
2. Edit the messages you want in your own voice.
3. Send yourself a test.
4. Open Reminders and set your schedule.
5. Save.

• Your plan may limit how many reminders you can add per appointment.
• Texting needs setup. See [contractor-tools-text-and-payments].

• Texts show “not sending”. Twilio is not set up or texts are not in your plan.
• A reminder came late. Quiet hours moved it, or WP-Cron ran late.

• Settings: Intake questions and Quick replies
• Settings: Terms & payments and Follow-up plan
• Contractor tools, texting and payments settings