The page title is Email Notifications, even though the sidebar item is Notifications. Editing it requires the appropriate settings access.
Use Call to choose which call-reason groups send emails and whether action items generate follow-up emails.
Configure callback and supported Simple Scheduler dropoff emails separately.
Use Text for the available text booking-email preference.
These are team-wide event preferences. Delivery to a particular employee can also depend on that person’s settings under Business Info → Members → Employee Contacts.
ServiceTitan notification cards require the relevant Outbound setup and ServiceTitan data. AccuLynx confirmations use the separate setup below. Available ServiceTitan cards can include Job Scheduled, Job Cancelled, Job Rescheduled, and Appointment Reminder.Before activating a card:
Resolve any listed ServiceTitan sync requirement.
Confirm the outbound or universal sending number shown by the page.
Scope the correct business units and job types.
Review the SMS template and timing.
Save, test, and then enable the notification.
Customer Notifications sends messages to customers. It is not an internal alert system. Check for overlapping Dispatching ETA messages before enabling a similar customer event.
AccuLynx appointment confirmations are an optional feature enabled separately for each participating team. Once Avoca Support makes the feature available, open Outbound → Customer Notifications → AccuLynx appointment confirmations.
Choose an approved, available Sending number. If no number is eligible, ask Avoca Support to finish number setup.
Choose When to send: 48 hours before the visit (the default) or Evening before or morning of the visit. Both are described below. With Evening before or morning of the visit, you can also change when afternoon visits start and the evening-before and morning-of send times.
Set the Minimum booked lead time (48 hours by default). For a pilot, turn on Pilot mode and list the phone numbers that may receive confirmation requests; every other customer is skipped until pilot mode is turned off. Leave the list empty for a dry run that texts no one.
Optionally edit the Messages: the confirmation request, the reply when the customer confirms, and the reply when staff need to follow up. Use {{first_name}} and {{company_name}} for the customer’s first name and your company name. Use {{appointment_time}} for the visit’s date and time window, such as “Tuesday, March 3 between 9:00 AM and 11:00 AM CST”, or {{appointment_day}} (“today”, “tomorrow”, or the date, such as “Tuesday, March 3”) with {{appointment_start}} (the start time only, such as “9:00 AM”). The confirmation request must include {{appointment_time}}, or both {{appointment_day}} and {{appointment_start}}. A missing first name is left out. Reset to default restores Avoca’s wording, which then follows future updates.
Review the send timing and appointment scope below. Confirm your team’s AccuLynx connection, timezone, business hours, and staff escalation recipients are set up, and review existing reminders to avoid overlapping outreach.
Leave Enable confirmations off to save setup without starting outreach. Team admins can switch it on and select Save when ready; eligible customer texts can begin on the next calendar check. Other members can view the settings.
Select View confirmation conversations to open Messages filtered to this flow, including customers who have not replied.
To stop future confirmation texts, switch Enable confirmations off and select Save. This remains available if the sending number or CRM setup needs attention. The sending number is fixed after the first save so existing conversations continue to work. Contact Avoca Support to coordinate a number change. The team rollout flag remains separately controlled by Avoca Support.Staff escalation recipients are set in Settings → Business Info → Team Alerts → Customer Notifications → Escalated conversation. Turn that alert on and choose recipients before enabling confirmations. Until then, a reply that needs staff follow-up is marked escalated in Messages but emails no one.When enabled, Avoca checks the location and representative calendars approximately every 10 minutes. It asks customers to confirm eligible initial sales or inspection appointments at the time set in When to send:
48 hours before the visit: the request goes out 48 hours before the scheduled start. If that falls outside the team’s business hours, it goes out when business hours next begin.
Evening before or morning of the visit: by default, appointments that start before noon get the request at 6:30 p.m. the evening before, and appointments at noon or later get it at 8:30 a.m. the same day. Change these with Afternoon visits start at, Evening-before text at, and Morning-of text at. Send times must be between 8 a.m. and 8:30 p.m., and the morning-of time must be before afternoon visits start. These requests go out at those times even outside the team’s business hours.
The appointment must be on the AccuLynx calendar; creating a job alone does not start a confirmation. Staff-scheduled appointments are eligible even when Avoca did not book the job.
By default, only appointments booked at least 48 hours before they start are confirmed; appointments booked closer to the visit are skipped. Change this with Minimum booked lead time; 0 turns it off. Raising it also stops confirmation requests that are still waiting to send, and changing When to send holds them until the new send time. Avoca counts from when it first sees the appointment on the calendar. For appointments already scheduled when confirmations were turned on or resumed, it uses the time Avoca booked the appointment or, if Avoca did not book it, when the job was created. A rescheduled appointment counts as newly booked.
Confirmation requests never go out before 8 a.m. or after 9 p.m. in the team’s configured timezone. Appointments that have already started are skipped. If a text is held until a later day, {{appointment_day}} is updated before it goes out, so it never says “tomorrow” on the day of the visit.
Repair, service, warranty, production, material-delivery, personal, and all-day events are excluded. A linked job and supported work type are required, and conflicting initial appointment times are skipped.
Avoca texts the job’s primary contact at their number labeled Mobile. If the contact has no such number and their primary number has another label, such as Home, Avoca texts it only after confirming it is a mobile line, so landlines are skipped.
Avoca checks the schedule again before delivery. Rescheduled visits use the new time; removed appointments do not receive the old confirmation. Duplicate calendar entries do not create duplicate requests for the same visit.
Customer confirmations appear in the Messages conversation. Requests to change or cancel, questions, and unclear replies are escalated for staff follow-up. Staff must make any calendar changes in AccuLynx; this feature does not update AccuLynx confirmation statuses or appointment outcomes.
A reminder does not take over an unrelated active conversation or a conversation already being handled by staff. Review those appointments manually when needed.
This feature does not send an additional reminder when a customer does not reply. Enabling ServiceTitan Customer Notifications does not enable AccuLynx confirmations.
Open Settings → Support. Support appears when it is enabled and your role has access to it.Choose New Ticket to report an issue. Include the affected product, what you expected, what happened, the approximate timestamp and timezone, and a non-secret identifier such as a call, conversation, or job ID. Never include passwords or API secrets.The Tickets page also includes tickets created from calls or messages. Use the date range and filters to find a ticket, then open it to review status, priority, lifecycle, linked context, and updates. The summary cards show total, active, resolved, and median resolution time for the current filters.If an existing ticket covers the same incident, update that ticket instead of creating a duplicate.
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