Work Type Customization

Overview

The Toggle Work Type Communications settings let you control how each work type communicates with customers. You can decide whether a work type sends appointment notifications and whether it appears in the client portal. This helps you avoid unnecessary messaging for tasks that don’t require customer involvement.

In this article, we'll be covering how to configure communication settings for a work type, what each option does, and when you may want to turn these settings off.

Configuring communication settings for a work type

Each work type includes a new notifications section that controls customer messaging and portal visibility. To update these settings:

1. Go to Workforce > Settings > Work Types and select a work type.
2. Click Edit.
3. Scroll down to the Notifications section.

Managing customer notifications (Email/SMS)

Use this setting to determine whether customers receive automated updates for appointments created under this work type. 

• Notify customers — Sends confirmation, advanced reminders, and en route updates.
• Do not notify — Suppresses all customer-facing messages for this work type.

By default, Notify customers is enabled. The Do not notify setting affects these communications:

• Technician on the Way
• Work Order Assigned to Account
• Work Order Auto-Assigned

Technicians will still be assigned normally, and drive-time tracking remains active even when customer notifications are disabled.

Controlling client portal visibility

This setting determines whether appointments for this work type will appear in the client portal once scheduled.

• Show in Client Portal — Appointments appear in the customer’s portal once a date and time are confirmed.
• Don't show — Appointments are hidden from the client portal. Customers will not be able to cancel or reschedule these appointments from the portal.

By default, Show in Client Portal is enabled.

Portal visibility cannot be controlled at the individual work order level, only at the work type level.

Skipping notifications for a single work order

If you only want to disable messaging for a specific appointment instead of the entire work type, you can adjust this during technician assignment.

1. Open the work order.
2. Click Assign Technician.
3. Use the notification toggle in the assignment modal to suppress messages for this appointment.

This affects communication only. Portal visibility still follows the work type's setting.

Understanding when to turn off communication

Listed below are some examples of when turning off the communications for a work type could be beneficial:

• Drive-by inspections where customer presence is not required.
• Line-of-sight checks, pole evaluations, or underground conduit assessments.
• Operational tasks where messaging may confuse the customer.