Client Reminders

SMS Client Reminders

SMS Reminders are currently available in the U.S. and Canada on our Connect and Unlimited plans

Jobber has the ability to send SMS reminders to clients of upcoming scheduled services. Texts to customers can help reduce no-show appointments, cancellations, and time spent travelling to unconfirmed jobs. 

Along with reminding your clients about upcoming visits, SMS reminders can also give the option for clients to confirm their appointments via text, and for users on the Jobber app to send "on my way" notifications.

Enabling SMS Client Reminders

Go to the Gear icon > Settings > Client Reminders to set when you want the SMS reminder to send.

You can enable 2 different reminder schedules. Each reminder can be set to deliver either 1-24 hours/days in advance of the scheduled appointment. We suggest using one email reminder and one text reminder for maximum effectiveness. 

Screen_Shot_2017-06-11_at_2.46.41_PM.png

You can either set a specific or visit based time for the SMS reminder to go out.

For example, a reminder set to go out 1 day before the appointment would send out 24hrs before that appointment time: A job at 7am on a Thursday would have the reminder go out at 7am the day before, Wednesday.

Note: SMS reminders will not send out if they are for an anytime visit

For example, you set SMS reminders to go out 1 day before a visit that was set for Thursday but no specific time set for the visit. The SMS in this case will not go out because an “All day” visit doesn’t have a time associated with it. We recommend in this case that you set your SMS reminders to go out at a specific time, such as 1 day before at 9:00AM; this way your clients will always get SMS reminders at a reasonable time.

Note: All times in the settings page are local, based on the time zone you have set in the Company Branding page in Settings. 

On the Client Reminders page, you can edit your SMS template messages. One email and one SMS template will be available for both Job visits and Request assessments.

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There is a character counter at the bottom of the edit section. SMS messages in Jobber carry a 160 character limit, as anything over this will not send through text properly.

At this time we only support text in SMS messages, so we can't use emojis, or URLs in the templates. This is mainly to protect against phone companies (like AT&T or Verizon) blocking our phone numbers from your clients receiving SMS messages.

Variables

You can also add variables into the SMS reminder if you wish. This is a full list of what each SMS reminder variable does:

 

Variable Name

Label

Output

{{ACCOUNT_BALANCE}}

Account balance

Client's account balance.

Please note that when using this variable with invoices the amount shown will be the balance before this invoice is sent

{{ASSIGNED_TO}}

Assigned employee(s)

Assigned employees on a visit

{{CLIENT_COMPANY_NAME}}

Company name

Client's company name

{{CLIENT_FIRST_NAME}}

First name

Client's first name

{{CLIENT_LAST_NAME}}

Last name

Client's last name

{{CLIENT_NAME}}

Client name

Client's full name or company name

{{CLIENT_TITLE}}

Client title

Client's Title (e.g. Mr, Mrs., etc.)

{{COMPANY_NAME}}

Your company name

Your company name. You can specify this from branding settings

{{CURRENT_DATE}}

Today (Day email is sent)

Email sent date

{{DEFAULT_EMAIL}}

Company email address

Your company email address, as entered in branding settings.

{{JOB_DESCRIPTION}}

Subject

Job description from a quote or job

{{JOB_NUMBER}}

Number

Job identification number

{{VISIT_DATE_AND_TIME}}

Date and time

Displays the visit schedule

{{VISIT_DETAILS}}

Summary

Displays the date, address, and time of the visit on separate lines

{{VISIT_LOCATION}}

Service address

Displays the visit service address

{{VISIT_TIME}}

Time

Displays the start and end time of a visit

 

On the client end, this is an example of what the message will look like:

Screen_Shot_2016-06-08_at_11.38.27_AM.png

Once confirmed, the client will receive a follow up message:

Screen_Shot_2016-06-08_at_11.38.47_AM.png

Once a client has confirmed you will see the confirmation directly on the Request assessment or Visit.

 

Screen_Shot_2017-09-22_at_1.11.51_PM.png

 

Note: Please note that the only accepted response for SMS Client Reminders is "ok" (OK, Ok, okay and Okay are also accepted). If your clients send an SMS response other than "ok", the system will respond with a message instructing them to get in contact with your business directly:

Screen_Shot_2016-06-30_at_8.37.02_AM.png

"On My Way" Notifications

Using the Jobber Mobile app, users can send an "on my way" notification to the client based on their scheduled appointment for the day. 

To send an "on my way" message, click on the message icon:

  

Note: On My Way messages can only be sent to clients on the day of a visit. 


Screen_Shot_2016-06-08_at_8.29.04_AM.png

 

They will be able to send one of two messages from this screen:

  • An 'On My Way' notification, or a
  • 'Late' notification.

The client will not be able to reply directly to this message, but is given your company's contact number in case they need it. 

 

Screen_Shot_2016-06-08_at_8.35.22_AM.png

Once sent, the client will receive a message that looks similar to the example below:

Screen_Shot_2016-06-08_at_11.46.28_AM.png

If a client replies to this text, they will receive the same autoreply above telling them to contact your company directly.

 

Reporting

All SMS reminders and notifications sent out to clients will appear in the Client Communication Report, in the Management tab. From here, you'll see all messages sent, who they were sent to, and the number this was sent to.

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