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Email templates

WorkWing emails your customer as their job moves along. Each brand can rewrite that wording, so a commercial brand and a residential one don’t sound like the same company.

Open Settings, pick the brand in the Scope selector, then click Email templates. You need the Brand Administrator or Tenant Admin role.

The six emails

Section titled “The six emails”
Email Goes to Sent when
Job Confirmed The customer The job gets a date and moves to Scheduled
Appointment Reminder The customer The job starts in 12 hours
Job Rescheduled The customer The date or time on a booked job changes
Job Completed The customer The job is marked completed
Job Cancelled The customer A booked or running job is cancelled
Job Assigned The engineer Somebody is put on the job

Job Assigned is the odd one out: it goes to the person doing the work, not to your customer.

Two things worth knowing about timing. The reminder goes 12 hours before the job starts. A job booked less than 12 hours ahead gets no reminder, because the confirmation has only just gone. If you move a job after its reminder has gone and the new time is less than 12 hours away, the customer gets a fresh reminder for the new time once the job has been left alone for 15 minutes, unless you send the rescheduled email, which tells them anyway. The rescheduled email waits a quarter of an hour before it sends, so shuffling a job three times in a row while you sort out a van doesn’t put three emails in your customer’s inbox.

Your customer has to have opted in

Section titled “Your customer has to have opted in”

Every customer email depends on email opt-in being ticked on the customer’s record. Without it, nothing is sent, however the templates are set up. See Customer details.

Turning one off

Section titled “Turning one off”

Each row in the list carries two badges: Enabled or Disabled, and Customized or Using Default. Open a template with Edit Template and the switch at the top turns that email off for the brand. Disabled means nobody gets it, whatever the wording says.

Writing one

Section titled “Writing one”

The editor gives you a Subject Line, an Email Body, and a live preview beside them that redraws as you type. The preview fills in sample details and wraps the text in your brand’s own header and footer, so what you see is what your customer will get.

HTML is allowed in the body, and the small toolbar covers bold, italic, headings, paragraphs and links. Click Save Template when it reads right.

Variables

Section titled “Variables”

Type a variable in double braces and WorkWing swaps in the real value when it sends. They work in the subject line as well as the body.

Variable Becomes
{{customer_name}} The customer’s name
{{company_name}} Your brand’s name
{{job_reference}} The job number
{{job_type}} The name of the job type
{{job_date}} The scheduled date, written out in full
{{job_time}} The scheduled time
{{job_day}} “today” or “tomorrow” when the job is that close, otherwise “on” and the full date
{{resource_name}} The engineer on the job
{{tracking_url}} A link to the customer’s tracking page
{{verification_code}} The job’s verification code

{{tracking_url}} only resolves to a link when the customer portal is switched on and your plan includes it. When the portal is on and you haven’t placed the variable yourself, WorkWing adds a Track your job button at the bottom of the email. Put {{tracking_url}} somewhere in the body and you control where the link goes instead.

{{verification_code}} resolves to the code the customer is asked to check when someone arrives, and to nothing at all for a brand that does not issue codes. The confirmation and reminder emails add the code at the bottom on their own when you have not placed the variable yourself; put {{verification_code}} in the body and you choose where it goes instead.

Going back to our wording

Section titled “Going back to our wording”

Reset to Default puts a template back to WorkWing’s version. Your edits are gone, and the dialog says so before it does it. The badge on the row goes back to Using Default.

How the email looks around your words

Section titled “How the email looks around your words”

The header is a band in your brand’s primary colour with your logo in it, or your brand name if you haven’t uploaded one. The footer says the email was sent by your brand. On plans below Professional it also carries a “Powered by WorkWing” line, which the Professional plan removes. See Appearance.

Emails are sent from a WorkWing address on every plan. Your brand name is in the header, the footer and the wording, so your customer knows who is writing.

What’s next

Section titled “What’s next”