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Default Customer Notifications

The Default Customer Notifications settings control which notification channels are turned on automatically when you add a new customer contact. Instead of manually choosing email and text preferences for every new contact, you set your company-wide defaults here and they apply to all new contacts going forward.

Navigate to Settings → Customer Experience → Notifications to open this page.

Who Can Access This​

RoleAccess Level
AdministratorView and edit
Office ManagerView and edit
SalesView and edit
HR AdminView and edit
Payroll AdminView and edit
Field TechnicianNot available
note

This feature may need to be enabled for your company. If you do not see the Notifications section under Customer Experience in Settings, contact your administrator to check your feature settings.

Overview​

Every cleaning business sends notifications to customers — appointment reminders, on-the-way alerts, job completion messages, scorecards, and invoices. Each of these events can be sent by email, text message, or both.

When you add a new customer contact (such as a phone number or email address), the system needs to know which notifications that contact should receive. Default Notifications lets you set those preferences once for your entire company. New contacts pick up these defaults automatically, saving your team from configuring each one individually.

You can always change notification preferences for individual contacts later. The defaults only set the starting point.

Notification Events​

The settings page organizes notification events into three groups:

Appointment Reminders​

These notifications let customers know about upcoming appointments before they happen.

EventDescription
One Day BeforeSent the day before a scheduled cleaning
Two Days BeforeSent two days before a scheduled cleaning
Three Days BeforeSent three days before a scheduled cleaning
One Week BeforeSent one week before a scheduled cleaning

Real-Time Notifications​

These notifications go out while the job is happening.

EventDescription
On The WaySent when the team starts traveling to the customer's home
Job StartedSent when the team clocks in and begins work
Job CompletedSent when the team finishes and clocks out

Other Notifications​

These events happen after the job or outside the service visit. The scorecard goes out when a job is finished, including when the office enters or approves the timesheet that finishes it. Office-entered timesheets never send the Job Completed message; only a team member clocking out does.

EventDescription
ScorecardSent once per job after it is finished: when the last team member clocks out, or when the office adds, edits or approves times that finish the job.
InvoiceSent when a new invoice is generated for the customer

Notification Channels​

Each event has two toggles:

ChannelWhat It Does
EmailSend the notification as an email message
TextSend the notification as an SMS text message

You can enable both channels for the same event if you want customers to receive both an email and a text. You can also leave both off if you do not want that event to trigger a notification by default.

How to Change the Defaults​

  1. Navigate to Settings → Customer Experience → Notifications.
  2. The table shows all notification events with checkboxes for Email and Text.
  3. Check or uncheck the boxes for each event to set your preferred defaults.
  4. Click Save Defaults at the bottom to apply your changes.

To undo changes before saving, click Cancel to revert to the last saved state.

How Defaults Apply to New Contacts​

When you add a new contact method to a customer (such as adding their email address or phone number), the system uses these company-wide defaults to set up which notifications that contact receives. The defaults set the starting point — you can always adjust preferences for an individual contact afterward.

Changing these defaults does not retroactively update existing contacts. It only affects contacts created after the change is saved.

When does each notification go out?​

  • Appointment reminders go out at the time set in Settings > Company Settings > General > Notification Settings > Daily Notification Time.
  • On The Way is not tied to that time. The technician's app prompts them to send it:
    • If their team starts at the office, the prompt appears when they clock in for the day.
    • If they start from home, it appears when they open the technician app for the day.
    • Right after they check out of a job or event, the prompt appears for their next job. Once an On The Way message has gone out for a job by any channel, they are not prompted for that job again.
    • Technicians can also tap the On the way button themselves, which prompts them to send it.

How do I change the wording of a notification?​

Go to Settings > Company Settings > Templates & Emailing and edit the template for that notification. See Email Templates.

To add a Google review link to the Job Completed text, add the ##LINKGOOGLEBUSINESS## merge field to the template. Pulse fills it in with the Google Business link saved in Logos & Branding. See How do I add a review link to the job-completed text?

How do I send or resend a confirmation or reminder?​

Open the Daily Notifications report. It lists the notifications due that day, and you can send or resend a confirmation or reminder from there. See Daily Notifications.

A customer didn't get a text​

Open the message and check its status. If it shows Failed, log in to your Twilio portal and investigate there. MaidCentral Support can't see your Twilio account. See Message Delivery Status.

How do I set notification preferences for imported customers?​

Set a default under Settings > Customer Experience > Notifications before you import, since defaults apply to new contacts. Or set preferences on each contact: edit the contact and use Notification Preferences. See Adding and Managing Customer Contacts. If there's a problem with an import, contact your success coach.

Tips and Best Practices​

  • Start with One Day Before and On The Way. These are the two most common notifications customers expect. Enable both Email and Text for maximum reach.
  • Turn off what you do not use. If your company does not send scorecards, leave the Scorecard event unchecked. This prevents unnecessary notification records on new contacts.
  • Use Text for time-sensitive alerts. On The Way, Job Started, and Job Completed work best as text messages because customers see them immediately on their phone.
  • Use Email for documentation. Invoice and Scorecard notifications work well as emails because customers may want to refer back to them.
  • Review defaults when adding a new service type. If you start offering a new kind of service, check whether your default notification settings still make sense for customers of that service.
  • Individual overrides are always possible. If a specific customer prefers no text messages, you can turn off text for their contacts without changing the company-wide defaults.

Troubleshooting​

What you seeSolution
The Notifications section is missing from SettingsThe Default Notifications feature may not be enabled for your company. Contact your administrator.
Save Defaults button is grayed outYou have not made any changes. Check or uncheck at least one box before saving.
Changes did not affect an existing customerDefaults only apply to new contacts. To change an existing customer's preferences, edit their contact directly from their profile.
A customer is not receiving notificationsCheck the individual customer's contact notification preferences. The defaults may have been overridden for that contact. Also verify the customer has a valid email or phone number on file.
The Text column has no effectYour company must have SMS/text messaging enabled (via Twilio or another provider). If text messaging is not set up, the Text checkboxes have no practical effect.