Customer Notification Settings and Event Policies

Availability: all plans

Notification settings decide which messages your customers receive about their jobs, estimates and invoices, and through which channels. You set default channels for the whole business, then adjust each event, such as "Job scheduled" or "Invoice paid", on its own. This guide shows how to review and change those choices.

Before you start

You need permission to manage provider settings (the same permission that opens the rest of Settings). Without it the Notifications item does not appear under Settings. Changing the wording of an email also needs permission to manage communication templates; viewing whether a template is customized needs permission to view them. Notification settings are included in every plan.

Steps

Open Settings and choose Notifications. The page explains that channels (web inbox, email, SMS) can be set globally and overridden per event.
Under Global Channel Defaults, tick the channels customers receive by default:
- In-App (Web) shows notifications in the customer's web dashboard.
- Email sends email notifications. Until a customer confirms their address, only estimates and invoices are emailed to it.
- SMS appears as a checkbox when SMS is available on the platform; otherwise it reads "SMS delivery is temporarily unavailable."
Select Save Global Defaults. The page confirms "Global notification settings updated successfully." The Mobile app channel is shown but cannot be ticked.
Under SMS Notifications (shown when SMS is available), switch on Enable SMS Notifications, enter the From Phone Number in international format such as +18005551234, and select Save SMS Configuration. The default country is fixed at United States (+1).
Under Event Configuration, find the event you want. The events are Job scheduled, Job rescheduled, Job assigned, Job completed, Job cancelled, Job note added, Invoice created, Invoice paid, Invoice overdue, Estimate sent and Estimate expired.
Select Disable to stop that event notifying customers, or Enable to turn it back on. A disabled event shows "This event is currently disabled. Enable it to configure notification channels."
For an enabled event, tick Web, Email and (when available) SMS, then select Save Changes. The page confirms that settings for that event were updated.
To reword the email, select Edit email template beside the Email template label. A badge shows System default or Customized. Without permission to manage templates the link is locked.

Tips

Set the global defaults first, then override only the events that differ. Customer messages here are separate from the bell: the bell is for your team, while these settings govern what customers get.

If something goes wrong

"Failed to update notification settings." or "Failed to update settings for" an event means the save did not go through; try again. "Invalid phone number format. Must be E.164 format" means the From Phone Number needs a leading plus and country code. "Phone number is required when SMS is enabled." means fill in the number before saving. "No event policies configured yet." means no events are listed for your account; contact support.

Notification Bell and What Appears In It — The notification bell in the top bar is where ServiceVisit tells you and your team that something needs attention, such as a customer approving an estimate or a connection to your accounting system…
Notification History and Mark as Read — The Notifications page keeps a full list of everything sent to you in the app, including items you have already read. Use it to find a notification you cleared from the bell, to work through a…
Manage your provider settings — ServiceVisit keeps the setup of your business in one Settings area. With this ability you can open and change Company Profile, Branding, Locations and Defaults. It also covers Work Order Templates…
Set up SMS messaging — ServiceVisit lets you set up SMS messaging for your customers. In the SMS Notifications section of the Notifications page under Settings you enter the phone number your messages are sent from, in…