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Customer notifications are automatic texts to your customers about their jobs, like a booking confirmation or a reminder the day before. They go out on their own when something happens in ServiceTitan. Find them at Products → Outbound → Customer Notifications.
You’ll see this tab if you use ServiceTitan, or if you use AccuLynx and your Avoca team has turned on appointment confirmations. You also need access to workflows.

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Set up a notification

1

Pick a notification

Open Customer Notifications and select the card you want:
  • Job Scheduled: when a new job is booked.
  • Job Cancelled: when a job is cancelled.
  • Job Rescheduled: when a job time changes.
  • Appointment Reminder: a reminder before the appointment.
2

Write your message

Each card comes with a message already written. Edit it in Customize the SMS message. Select a variable, like {COMPANY_NAME} or {ARRIVAL_WINDOW}, to add it. Avoca fills in the real details when it sends.
3

Choose who gets it (optional)

Open Filters to send only for certain business units or job types. Leave everything on All to send for every job.
4

Choose a phone number

Pick a Phone Number to send from. If you don’t see one, create a new phone number first.
5

Save and turn it on

Select Save, then switch the notification on and confirm with Enable Notifications. Saving doesn’t turn it on.
Notifications only go out for things that happen after you turn them on.

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Set up reminders

On the Appointment Reminder card, choose how long before the appointment to send it, in hours or days. Select Add Reminder if you want more than one, like a day before and a few hours before. Save each reminder, then switch it on. Turn on Skip if booked within this period of the appointment if you don’t want a reminder going out right after someone books last minute.
If you also use Dispatching ETA messages, don’t turn on both for the same event. Customers could get the same text twice.
Appointment confirmations ask customers to confirm a sales or inspection visit. Turn on Enable confirmations, choose a Sending number, and pick When to send. You can edit the three messages: the request, the reply when a customer confirms, and the reply when your team needs to follow up.Replies show up in your messages. Avoca doesn’t change your AccuLynx calendar, so your team handles any reschedule or cancel requests. Only team admins can change these settings.