System Messages and Triggers
Last updated: November 4, 2026
Guide: Customer communication
This article is part of a larger guide going over the concept of customer communication
Overview
System messages are dispatched automatically in response to a specific trigger. For instance, the Services activated system message goes out when an activation workflow completes on an account.
Below is the full list of gaiia's system messages, grouped by the part of the platform they belong to, with the trigger that fires each one.
To change what a message says, see Managing Communication Templates. For the merge tags available inside each one, see Merge Tags.
Whether a message is actually sent also depends on it being enabled on your instance, on the customer's channel preferences, and in some cases on a work type or billing setting. A message listed here is available, not necessarily active for you.
Ordering, activation and service changes
Scroll right to view the whole table on smaller screens.
| Template | Description | Trigger |
|---|---|---|
| Initial order confirmation | Confirms the customer's order was placed. | Triggered when a customer completes the checkout process. |
| Services activated | Confirms that a customer's services have been activated. | Triggered when an activation workflow has been successfully run on the customer's account, either by a gaiia user or automatically. |
| Open access network activation initial from workflow | Welcomes the customer at the start of an activation on an open access network. | Not sent by a platform event. Sent when a workflow includes a step that sends this template, such as an open access network activation workflow. |
| Speed modification completion | Confirms that a service modification workflow has been successfully run on the customer's account, adjusting their services. | Triggered when a service modification workflow has been successfully run on the customer's account, regardless of whether it was run by a gaiia user or by a customer via the client portal. |
| Porting expired | Notifies the customer that their mobile number port-in request has expired. | Triggered when a mobile port-in request expires. Mobile tenants only. |
| Porting declined | Notifies the customer that their mobile number port-in was declined. | Triggered when a mobile port-in is declined. Mobile tenants only. |
| Additional porting information is required | Requests additional information needed to complete the mobile number port-in. | Triggered when a mobile port-in requires more information. Mobile tenants only. |
| Mobile data top-up applied | Confirms that a mobile data top-up has been applied to a customer's account. | Triggered when you run the mobile data top-up workflow on a customer's account. |
| Mobile activation | Confirms the customer's mobile line is active, with the eSIM activation code and QR code. | Triggered when you run the Mobile activation workflow on a customer's account, once the line is active. Mobile tenants only. |
| Mobile plan modification | Confirms the customer's mobile plan has changed. | Triggered when you run the Mobile plan modification workflow on a customer's account. Mobile tenants only. |
| Mobile eSIM reissuance | Gives the customer a new eSIM activation code and QR code. | Triggered when you run the eSIM reissuance workflow on a customer's account. Mobile tenants only. |
| Mobile cancellation | Confirms the customer's mobile line has been cancelled. | Triggered when you run the Mobile cancellation workflow on a customer's account, once the mobile subscription has ended. Mobile tenants only. |
| Reactivation | Confirms service has been reactivated on the account, and lists the subscriptions and prices that resume. | Triggered when a reactivation workflow is successfully run on the customer's account, either by a gaiia user or automatically. |
| Seasonal suspension | Confirms service has entered seasonal suspension, with the suspension date and the latest date it can be reactivated. | Triggered when a suspension workflow is successfully run on the customer's account, either by a gaiia user or automatically. |
| Service cancellation with equipment | Confirms service cancellation for accounts that have equipment to return. | Triggered when a services cancellation operation completes on an account with equipment to return. |
| Service cancellation without equipment | Confirms service cancellation where no equipment needs to be returned. | Triggered when a services cancellation operation completes on an account with no equipment to return. |
For the merge tags available in these templates, see the activation and service change sections of Merge Tags.
Appointments and work orders
| Template | Description | Trigger |
|---|---|---|
| Work order assigned to account | Confirms that a customer's work order has been manually scheduled. | Triggered when a work order is manually scheduled, either via the Schedules page or the Work Orders page. Suppressed when the work type is set not to notify the customer. |
| Work order auto assigned | Confirms that a customer's work order has been automatically scheduled, including the preferred time slot it was booked into. | Triggered when a work order is automatically scheduled, either from the Checkout or from the Work Orders page. |
| Work order auto assignation failed | Tells the customer their work order could not be scheduled and that they need to contact support to book their appointment. | Triggered when an attempt to auto assign a work order fails. |
| Technician on the way | Notifies the customer that a technician is en route to the service location, with the estimated arrival. | Triggered when a technician marks themself as En Route to a work order via the field service mobile app. Suppressed when the work type is set not to notify the customer. |
For the merge tags available in these templates, see the work order section of Merge Tags, and Technician On The Way for that message in detail.
Contracts and referrals
| Template | Description | Trigger |
|---|---|---|
| Pending contract signature initial | First notice that the customer has a contract pending their signature. | Triggered 24 hours after a contract has been uploaded to a customer's account and has not yet been signed. |
| Pending contract signature reminder | Sends the customer a reminder that they have a contract pending their signature. | Triggered 72 hours after a contract has been uploaded to a customer's account and has not yet been signed, or manually when an agent uses the Notify customer button. |
| Contract signed confirmation | Confirms that a contract has been successfully signed. | Triggered when a customer signs a contract via the client portal. |
| Signed contract added | Confirms that a signed contract has been added to the customer's account. | Triggered when a customer signs the contract and it is successfully uploaded to the customer's account. |
| Contract removed | Confirms that a contract has been removed from a customer's account. | Triggered when someone removes a contract from a customer's account. |
| Referral code applied | Confirms that someone used the customer's referral code. | Triggered and sent to the owner of the referral code when someone uses their referral code. |
| Referral reward issued | Confirms the application of a referral reward to the customer's account. | Triggered when the referral reward is applied to either the referrer's or the referee's account. |
| Referral | Legacy referral notification, superseded by Referral code applied. | Legacy trigger, retained for older configurations. |
| Referral subscribed | Legacy notification sent when a referred person subscribed or activated, superseded by Referral reward issued. | Legacy trigger, retained for older configurations. |
Client portal and account access
| Template | Description | Trigger |
|---|---|---|
| Client portal creation link | Sends the customer a link and the instructions on how to set up their client portal. | Triggered when an agent uses the Send creation link button in gaiia. |
| Cognito confirmation code | Delivers the one-time code needed to complete login or password actions. | Triggered when the customer logs in for the first time, uses Forgot password, or changes their password in the legacy authentication flow. |
| Cognito passwordless authentication | Sends the customer a link for them to sign into their client portal. | Triggered when a customer requests passwordless login in the legacy authentication flow by entering their email to receive a sign-in link. |
| Verification PIN | Sends the customer a four digit pin to verify themselves. | Triggered when a gaiia user uses the Verification functionality on a customer's account. |
| Password changed | Confirms the client portal password was changed. | Triggered when a customer updates their client portal password. |
| Personal information updated | Confirms to the customer which of their personal details changed. | Sent after a customer successfully edits their own personal information from the client portal. |
Billing and payments
For how these messages fit together across a billing period, see Billing Cycle Communications.
| Template | Description | Trigger |
|---|---|---|
| Statement | Delivers the customer's regular invoice or statement. | Triggered when an invoice is created automatically, with the Statement document template attached. |
| Manual statement | Delivers a manually generated invoice or statement. | Triggered when an invoice is created manually, with the Statement document template attached. |
| Payment due | Reminds the customer a payment is coming due. | Triggered a set number of days before the invoice becomes overdue, based on the billing setting Days before payment due reminder. |
| Overdue | Notifies the customer their invoice is now past due. | Triggered when an invoice becomes overdue according to the billing setting Days to become past due after invoice day. |
| Final notice before delinquency | Last warning that the account is about to enter delinquency. | Triggered before the account moves into delinquency, while a balance is still outstanding. |
| Delinquent - Suspension of services notice | Warns the customer that service is being suspended for non-payment, and the last date to contact support before disconnection. | Triggered when the account moves to the delinquency step Suspended or Disconnected. |
| Payment Successful | Confirms a payment was received successfully. | Triggered on the confirmation that a payment succeeded. If autopay is taken immediately upon invoice generation, this communication is not used and is part of the Statement communication. It is also sent if a payment retry completes successfully. |
| Payment failed | Notifies the customer that a payment attempt failed. | Triggered on the confirmation that a payment fails. If autopay is taken immediately upon invoice generation, this communication is not used and is part of the Statement communication. It is also sent if a payment retry fails. |
| Retry payment failed | Notifies the customer that an automatic retry attempt failed and action may be needed. | Triggered when a payment cannot be retried again. It serves as a reminder to the customer that their initial payment failed and they need to take action. |
| Payment refunded | Confirms a refund, with the amount and the payment method it was returned to. | Triggered when a refund succeeds, either as soon as it is created or when a pending refund is later confirmed by the payment processor. |
| Credit card expiring | Warns the customer their card on file is about to expire. | Triggered when a credit card is close to expiring. The communication can be configured to be sent a set number of months before expiry using the Months before credit card expires to send out reminder payment global billing setting. Not sent when the account has no subscription. |
| Credit card payment method created | Confirms a credit card payment method was added. | Triggered when a credit card payment method is added to a customer's account, either through the client portal or through gaiia. |
| Credit card payment method deleted | Confirms removal of a credit card payment method. | Triggered when a credit card payment method is deleted from a customer's account, either through the client portal or through gaiia. |
| Bank account payment method created | Confirms a bank account payment method was added. | Triggered when a bank account payment method is added to a customer's account, either through the client portal or through gaiia. |
| Bank account payment method deleted | Confirms removal of a bank account payment method. | Triggered when a bank account payment method is deleted from a customer's account, either through the client portal or through gaiia. |
| Bank account verification | Sends the customer the process to verify the bank account they are adding, along with the account holder and the last digits. | Triggered when a customer attempts to add a bank account payment method to their account. This only occurs when instant verification cannot be used and additional verification may be required, such as micro deposits. |
| Mandate setup invitation | Invites the customer to set up a direct debit mandate, with the link to complete it. | Triggered when a mandate setup is requested for the account. |
Tickets
| Template | Description | Trigger |
|---|---|---|
| External ticket created | Confirms that an external, customer-visible ticket has been created on the customer's account. | Triggered when an external visibility ticket is created on an account or commercial account, whether opened by the customer or by an agent. |
| Ticket new external comment | Delivers an agent's reply on an external ticket linked to the customer. | Triggered when a new external comment is made by an agent on an external ticket opened by the customer. |
For the merge tags available in these templates, see the ticket section of Merge Tags.