System Messages and Triggers

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.

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