Control which notifications you receive, how you receive them, and what customers can configure in their portal. Notification settings are split across three scopes: your own preferences, customer portal controls, and team-wide defaults.
Delivery Channels
Four channels are available. Disabling a channel turns off all notifications for that channel globally — individual event settings below still apply when the channel is on.
| Channel | Status | Description |
|---|
| Push (iPhone) | On by default | Mobile push notifications delivered through the iPhone app |
| SMS | On by default | Text message notifications to the phone number on your staff record |
| Email | On by default | Email notifications to the address on your staff record |
| In-App | Off by default | Notification bell and feed inside the CRM web UI |
Notification Events
Fine-tune exactly which events trigger a notification and on which channels. Changes take effect immediately.
| Event | Description | Push | SMS | Email | In-App |
|---|
| New lead from AI Receptionist | Someone called and was added as a contact | ✓ | ✓ | — | ✓ |
| New contact added | A team member or automation added a contact | — | — | ✓ | ✓ |
| Lead follow-up due | A contact hasn't been followed up on within the set window | ✓ | — | ✓ | ✓ |
| Contact birthday / anniversary | A relationship milestone is coming up today | ✓ | ✓ | — | ✓ |
| Missed call — no voicemail | Call ended with no AI transcript captured | ✓ | ✓ | — | ✓ |
| Inbound SMS from contact | A customer replied to a text message | ✓ | — | — | ✓ |
Projects & Jobs
| Event | Description | Push | SMS | Email | In-App |
|---|
| New project created | A job was added — manually or via automation | — | — | ✓ | ✓ |
| Project status changed | Job moved to In Progress, On Hold, or Completed | ✓ | — | — | ✓ |
| Project completed | Job marked done — review funnel triggers automatically | ✓ | ✓ | ✓ | ✓ |
| New photo added to project | A technician uploaded field photos | — | — | — | ✓ |
| Change order added | Scope was modified on an active project | ✓ | — | ✓ | ✓ |
Payments & Invoices
| Event | Description | Push | SMS | Email | In-App |
|---|
| Invoice paid | A customer completed payment | ✓ | ✓ | ✓ | ✓ |
| Estimate approved | Customer accepted the estimate in the portal | ✓ | ✓ | ✓ | ✓ |
| Estimate declined | Customer declined — follow-up queue triggered | ✓ | ✓ | — | ✓ |
| Invoice overdue | Payment not received by the due date | ✓ | — | ✓ | ✓ |
| Payment failed / card declined | Charge attempt was rejected by the card network | ✓ | ✓ | ✓ | ✓ |
Reviews & Reputation
| Event | Description | Push | SMS | Email | In-App |
|---|
| New Google review posted | A review appeared on your Google Business profile | ✓ | ✓ | ✓ | ✓ |
| Negative review alert (1–3 stars) | Urgent — requires immediate response | ✓ | ✓ | ✓ | ✓ |
| Video testimonial submitted | Customer recorded a video testimonial for you | ✓ | — | ✓ | ✓ |
| Review request not opened (48hr) | Customer hasn't clicked the review link — may need follow-up | — | — | ✓ | ✓ |
Team & Automation
| Event | Description | Push | SMS | Email | In-App |
|---|
| Team member clocked in at job site | GPS confirmed arrival — time tracking started automatically | — | — | — | ✓ |
| Workflow error / automation failed | A routine stopped unexpectedly and needs attention | ✓ | — | ✓ | ✓ |
| New team member accepted invite | Someone joined the account via email invite | ✓ | — | ✓ | ✓ |
| AI receptionist couldn't answer a question | A caller asked something outside the AI's knowledge — may need follow-up | ✓ | ✓ | — | ✓ |
Quiet Hours
Suppress all push and SMS notifications during these hours. Email and in-app notifications are not affected. Notifications generated during quiet hours are delivered as a batch when quiet hours end.
Default quiet hours: 9:00 PM to 7:00 AM, all days of the week.
Critical-only override: Negative review alerts (1–3 stars), payment failures, and workflow errors bypass quiet hours and are always delivered immediately regardless of this setting.
Digest Mode
Instead of individual notifications for lower-priority events, group them into a single summary. High-priority events (payment received, estimates, negative reviews) are always sent immediately regardless of this setting.
| Mode | Behavior |
|---|
| Real-time | Every event triggers its own notification as it happens |
| Daily digest (default) | Low-priority events bundled into one summary email at 8:00 AM |
| Weekly digest | Low-priority events bundled into a Monday morning summary email |
Customer Portal — Notification Controls
What customers control: Customers manage their own notification preferences in the Customer Portal under Account → Notifications. They cannot disable certain transactional notifications (payment confirmations, contract signing confirmations) since these are required for legal and operational reasons.
Appointment & Scheduling (Customer Controls)
| Notification | Channels |
|---|
| Appointment confirmation | SMS, Email |
| Appointment reminder (24hr) | SMS, Email |
| Technician dispatched | SMS, Push |
| Technician 10 min away | SMS, Push |
| Technician arrived | Push |
Projects & Documents (Customer Controls)
| Notification | Channels |
|---|
| Estimate ready to review | SMS, Email, Push |
| Project photos uploaded | Email |
| Project completed | SMS, Email |
| Contract ready to sign | SMS, Email |
| Change order added | SMS, Email |
Billing (Always On — Cannot Be Disabled)
| Notification | Channels |
|---|
| Invoice sent | Email |
| Payment receipt | Email |
| Payment failed / retry | SMS, Email |
| Recurring plan renewal | Email |
Marketing (Opt-Out Available)
| Notification | Channels |
|---|
| Newsletter / project showcase | Email |
| Seasonal promotions | Email, SMS |
| Review request | SMS, Email |
| Referral program invites | Email |
Customer Channel Preferences
Customers choose their preferred channel per notification type in the portal — SMS, email, push (if they have the app), or off. Some events have channel restrictions (e.g., billing always goes to email regardless of preference).
| Customer Control | How to Set It | Where It Applies |
|---|
| Channel preference (SMS vs Email vs Push) | Per-event dropdown in Customer Portal → Account → Notifications | Applies to all future notifications for that event |
| Global SMS opt-out | Reply STOP to any SMS, or toggle in portal | Applies carrier-level — cannot be overridden |
| Marketing email opt-out | Unsubscribe link in every marketing email | Removes from newsletters and promotions only; transactional emails continue |
| Push notification permission | iOS system prompt when customer installs the mobile app | Device-level — must be granted or revoked in iOS Settings |
| Review request timing preference | "Don't ask me again" option in review funnel flow | Suppresses future review requests from this contractor for 12 months |
Team Notification Settings
Each team member controls their own notification preferences for the events relevant to their role. Owners and Admins can also configure default notification settings applied when a new team member joins.
Notification Delivery per Role (Defaults)
| Event | Owner | Manager | Technician | Office Staff |
|---|
| New lead / inbound call | Push + SMS | Push | — | In-app |
| Estimate approved | Push + Email | Push + Email | — | In-app |
| Invoice paid | Push + Email | Email | — | In-app |
| Job assigned to technician | — | In-app | Push + SMS | In-app |
| Project completed | Push | Push | — | In-app |
| Negative review posted | Push + SMS + Email | Push + Email | — | In-app |
| Workflow error | Push + Email | — | — | — |
Each team member can customize their own settings from their profile. Owners can lock specific events to prevent them from being turned off (e.g., negative reviews are locked on for all admins).
Notification Delivery Timing
| Timing | Delivery | Used For |
|---|
| Immediate | Within seconds of the triggering event | All high-priority events: inbound calls, estimates approved, payments received, negative reviews, workflow errors |
| Batch (5-minute window) | Multiple events of the same type within a 5-minute window combined into one notification | Photo uploads, contact activity, and team check-ins — prevents notification floods |
| Daily digest | Non-urgent events accumulated over 24 hours and delivered at 8:00 AM local time | Follow-up reminders, team activity summaries, and general project updates |
| Quiet hours hold | All non-critical notifications held during configured quiet hours; released as a single batch when quiet hours end | Critical events (negative reviews, payment failures) bypass this rule |