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.

• For a detailed overview of the communications sent during the Billing Cycle, check Billing Cycle Communications

  Template	Trigger
  Bank account payment method created	Sent when a bank account payment method is added from the client portal, or from gaiia.
  Bank account payment method deleted	Sent when a bank account payment method is deleted from the client portal, or from gaiia.
  Credit card expiring	Sent when a credit card is close to expiring. This is triggered by our integration with Stripe.
  Credit card payment method created	Sent when a credit card payment method is added 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.
  Delinquency - suspension of service notice	Sent when moving to delinquency step 'Suspended'.
  Manual statement	Sent when an invoice is created manually, with the Statement document template attached.
  Overdue	Sent when an invoice becomes overdue according to the billing setting "Days to become past due after invoice day".
  Payment due	Sent a number of days before the payment is past due, based on the billing setting "Days before payment due reminder".
  Payment failed	Sent on the confirmation that a bank payment fails.
  Payment successful	Sent on the confirmation that a payment succeeded.
  Retry payment failed	Sent on the confirmation that an automatic payment failed again.
  Statement	Sent when an invoice is created automatically (monthly), with the Statement document template attached.

• 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 tries to log in for the first time, uses "forgot password," or changes their password.
  Password change	Sent when the customer changes their client portal password.
  Personal Information Updated	Sent after a customer successfully edits their own personal information from the client portal.

• Template	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.

• Template	Trigger
  Appointment confirmation	Sent to confirm an appointment scheduled with a technician.
  Technician on the way	Sent to notify the customer that the technician is en route to the service location.

• Template	Trigger
  Initial order confirmation	Sent on the completion of the checkout process.
  Open access network activation initial	Sent on the creation of an Activation workflow on an open access network.
  Reactivation	Sent on the completion of a Reactivation workflow.
  Seasonal suspension	Sent on the creation of a Seasonal suspension workflow.
  Service activated	Sent on the completion of an Activation workflow (except for 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.