Emails, texts and reminders
Every message Backflow Base sends your customers, and when.
Backflow Base emails your customers for you, on your company's letterhead, and can text them from your own Quo number. In test mode, every email goes to your own inbox instead, marked as a test, and texts are held (see Test mode and going live).
The emails
| When it goes | |
|---|---|
| We've got your request | Right after they book. |
| Booked: backflow test | When you schedule the job with a tester, and again if the day changes. |
| Reminder: test tomorrow | The day before the test. |
| On the way | When the tester taps Tell them I'm on the way. |
| Your backflow test passed / didn't pass | When the tester files the test. The report is attached. |
| Your backflow test is due | About eleven months after a test, if nothing is booked. |
| Your backflow test is coming up | About 30 days before the test is due, for customers on Autopilot. |
Each email tells the customer how to reach you if they need a different day.
The reminders and the "you're due" emails go out once a day, in your company's time zone. The "you're due" email links to your booking page if it is on. Customers on Autopilot get the "coming up" email instead, and their result email includes the receipt for the charge (see Autopilot, the yearly plan).
If a customer has no email on file, the email is held, with the reason, so the office can call them.
Texts
Four of the emails also go as a short text, starting with your company's name:
- Booked: the day, the arrival window and the tester.
- Reminder: the day before.
- On the way: when the tester taps Tell them I'm on the way.
- Result: passed or didn't pass, and what happens next.
A phone booking also texts the caller their pay link (see Phone bookings).
Texts go out only when all of these are true:
- Phone bookings are on and a Quo API key is saved.
- Test mode is off.
- The customer has a mobile number on the job or the household.
- The number hasn't replied STOP.
Each text goes once per visit, like the email. Booked goes again only if the day changes. A text that can't go never stops the email. A customer's History in Customers shows each text, and why a text was held.
STOP, START and HELP
When a customer replies STOP, their number goes on your company's opt-out list and gets no
more texts. START takes it off again. HELP gets back your company's name and how to reach
you. This needs message.received ticked on your Quo webhook.
The Autopilot "coming up" email goes by email only, not as a text.