System Messages and Triggers

Dany Bouchard
Dany Bouchard
  • Updated

Overview

System messages are automatically dispatched to customers in response to specific triggers.

For instance, the 'Service Activated' system message is sent to the customer upon successful completion of the activation workflow.

Below, you will find a comprehensive list of gaiia's default system messages, along with their corresponding triggers.

Guide: Customer communication

This article is part of a larger guide going over the concept of customer communication

 

System messages

This list only tracks system messages that are available by default on gaiia.

Some additional templates and triggers could have been added to your instance of gaiia during your implementation.

It is currently not possible to create new system messages, only the default system messages are available.

However, you can edit those default templates to fit your organization's branding.

  • Template Trigger
    Initial order confirmation Sent on the completion of the checkout process.
    Service activated Sent on the completion of an Activation workflow (except for open access network).
    Open access network activation initial Sent on the creation of an Activation workflow on an open access network.
    Service cancellation without equipment Sent on the creation of a Service cancellation workflow.
    Speed modification completion Sent on the completion of a Speed modification workflow.
    Seasonal suspension Sent on the creation of a Seasonal suspension workflow.
    Reactivation Sent on the completion of a Reactivation workflow.
  • For a detailed overview of the communications sent during the Billing Cycle, check Billing Cycle Communications

    Template Trigger
    Payment failed Sent on the confirmation that a bank payment fails.
    Payment successful Sent on the confirmation that a payment succeeded.
    Overdue Sent when an invoice becomes overdue according to the billing setting "Days to become past due after invoice day".
    Statement

    Sent when an invoice is created automatically (monthly).

    Upon delivery, the Statement document template is attached to this communication.

    Statement document Sent along the Statement template.
    Invoice attached as a PDF.
    Manual statement

    Sent when an invoice is created manually.

    Upon delivery, the Statement document template is attached to this communication.

    Credit card expiring

    Sent when a credit card is close to expiring.

    This is triggered by our integration with Stripe.

    Retry payment failed Sent on the confirmation that an automatic payment failed again.
    Payment due Sent a number of days before the payment is past due, based on the billing setting "Days before payment due reminder".
    Delinquency - suspension of service notice Sent when moving to delinquency step 'Suspended'
    Bank account payment method deleted Sent when a bank account payment method is deleted from the client portal, or from gaiia
    Credit card payment method deleted Sent when a credit card payment method is deleted from the client portal, or from gaiia
    Bank account payment method created Sent when a bank account payment method is added from the client portal, or from gaiia
    Credit card payment method created Sent when a credit card payment method is added from the client portal, or from gaiia
  • Template Trigger
    Client portal creation link Sent when an agent uses the Send creation link button in gaiia
    Cognito confirmation code Sent when the customer either tries to log in for the first time or uses the "forgot password" button, or when their password is changed.
    The code is required to activate the client portal.
    Password change Sent when the customer changes their client portal password.
  • System message Trigger
    Public ticket created Sent on the creation of a new public ticket by the customer.
    Ticket new public comment Sent on the reception of a new comment by an agent on a public ticket opened by the customer

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