Help Center›CRM & Communications
How do I use customer communication templates and automations?
For admins · Updated October 12, 2026
Use this when configuring how customers get email or SMS updates.
Where it lives
Open Communications from the sidebar, under Customers. Inbox and Activity cover daily work, while Automated messages sits under set up once — the copy and the schedule now live together on one card per message.
Writing the message
Messages are reusable email or SMS copy with a live preview. Insert merge fields such as customer name, claim or project reference, event title and address, event dates and time window, assigned team, and company name and phone. Starter copy covers common updates like day-before reminders and reschedule notices.
Setting the trigger
A message fires when an event is created, rescheduled, or cancelled, at a set time before an event starts, or when the workflow reaches a step. It sends on its own channel, and the picker only offers copy matching that channel. Delivery mode is Send automatically, Ask a teammate first, which waits in the Inbox until someone approves it, or Manual only, where the team sends it from a project.
Attention indicator
A red count on Inbox shows how much customer email is waiting to be triaged, and the Communications tab badge adds anything queued for approval.
Inbox and activity
The Inbox files forwarded customer email onto the matching claim and can create a new customer from an unmatched referral. Activity shows every call, message, and automated update, with a Log communication button for manual entries.
Best practice
Start new messages on Ask a teammate first, confirm a few sends read well, then switch to Send automatically.