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. |
| Activation appointment necessary | Confirms the activation and the installation appointment booked to complete it. | Triggered when an activation requires a technician visit and the appointment has been booked. |
| Activation no appointment necessary | Confirms the activation for a customer who needs no technician visit. | Triggered when an activation completes and no technician visit is required. |
| Activation convert to transfer | Tells the customer their activation is being handled as a transfer from their previous provider, and by when they need to cancel with that provider. | Triggered when an activation is converted into a transfer from another provider. |
| No tech activation initial | First notice for an activation that does not require a technician. | Triggered at the start of an activation that needs no technician visit. |
| With tech activation initial | First notice for an activation that requires a technician. | Triggered at the start of an activation that needs a technician visit. |
| Open access network activation initial | First notice for an activation on an open access network. | Triggered at the start of an activation on an open access network. Open access tenants only. |
| Transfer activation initial | First notice for a transfer, telling the customer how long they have to deactivate with their previous provider. | Triggered at the start of a transfer from another provider. |
| Transfer activation warning | Warns the customer of the date their previous provider's service will be deactivated. | Triggered ahead of the previous provider's deactivation date during a transfer. |
| Transfer activation failed | Tells the customer their transfer could not be completed. | Triggered when a transfer activation fails. |
| Invalid previous account name | Asks the customer to correct the account name given for their previous provider. | Triggered when a transfer is blocked because the previous provider's account name does not match. |
| 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. |
| Modem modification completion | Confirms that the modem on the account has been changed. | Triggered when a modem modification completes on the account. |
| Modem sent contact us notice | Asks the customer to get in touch about the modem that was sent to them. | Triggered when a modem has been sent and the customer needs to contact support to continue. |
| Outlet relocation completion | Confirms that an outlet relocation has been completed. | Triggered when an outlet relocation completes on the account. |
| Moving in no disconnection warning | Warns a customer moving into an address that the existing service will not be disconnected. | Triggered on a move-in where no disconnection is scheduled at the address. |
| Move no technician request notice | Confirms a move and the date services will be activated at the new address, with no technician visit required. | Triggered on a move that needs no technician visit. |
| Phone portability confirmed | Confirms the date the customer's ported phone number becomes active. | Triggered when a phone number port is confirmed. |
| New phone number completed | Gives the customer their new phone number. | Triggered when a new phone number has been assigned to the account. |
| 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. |
| 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 |
|---|---|---|
| Installation appointment confirmed | Confirms the date and arrival window of an installation appointment. | Triggered when an installation appointment is booked. |
| Installation appointment reminder | Reminds the customer of an upcoming installation appointment. | Triggered ahead of a booked installation appointment. |
| Appointment modification completion | Confirms the new date and arrival window after an appointment is changed. | Triggered when an existing appointment is rescheduled. |
| Move appointment confirmation | Confirms the appointment booked to complete a move. | Triggered when an appointment is booked as part of a move. |
| Outlet relocation appointment confirmation | Confirms the appointment booked to relocate an outlet. | Triggered when an appointment is booked for an outlet relocation. |
| Troubleshooting appointment confirmation | Confirms the appointment booked to troubleshoot a problem. | Triggered when an appointment is booked for troubleshooting. |
| Appointment completed | Confirms that the appointment took place. | Triggered when an appointment is marked complete. |
| Appointment missed | Tells the customer their appointment was missed and how to rebook. | Triggered when an appointment is marked missed. |
| Appointment delayed | Tells the customer their appointment is running late. | Triggered when an appointment is marked delayed. |
| 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.
Shipments and equipment
| Template | Description | Trigger |
|---|---|---|
| Sent shipment | Tells the customer their equipment has shipped, with the carrier and tracking number. | Triggered when a shipment to the customer is dispatched. |
| Return shipment created | Tells the customer which equipment has to be returned and by when. | Triggered when a return shipment is created on the account. |
| Return shipment first reminder | First reminder that equipment is still outstanding, with the amount chargeable per item if it is not returned. | Triggered when equipment on a return shipment is still outstanding as the due date approaches. |
| Return shipment second reminder | Final reminder that equipment is still outstanding, with the amount chargeable per item if it is not returned. | Triggered when equipment is still outstanding after the first reminder. |
| Return shipment completed | Confirms the returned equipment has been received. | Triggered when a return shipment is marked complete. |
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 - Overdue payment notice | Tells the customer the account is delinquent, the minimum payment required, and the date by which to arrange payment. | Triggered when the account moves to the delinquency step Notice. |
| Delinquent - Payment arrangement | Confirms the instalments and due dates agreed for a payment arrangement. | Triggered when the account moves to the delinquency step Arrangement. An arrangement carries between one and ten instalments. |
| Delinquent - Suspension of services within 24 hours notice | Warns the customer that service will be suspended within 24 hours. | Triggered when the account moves to the delinquency step Suspension soon. |
| 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. |
| 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.
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