Automatic Reminders send timely SMS messages to your customers about estimates awaiting approval, invoices that are due, and upcoming scheduled jobs — set up once, sent automatically, and stopped on their own once the record is resolved.
Question | Answer |
What are Automatic Reminders? | Automated SMS messages sent to your customers about estimates awaiting approval, invoices that are due, and upcoming scheduled jobs. Set them up once, and the system sends and stops the messages on its own. |
What types of reminders can I send? | Three: Estimate Approval, Invoice Due, and Scheduled Job reminders. Each is configured separately and can be turned on or off on its own. |
How are reminders delivered? | By SMS text message, sent from your company's approved toll-free (1-800) number. |
Where do I set them up? | In the ServiceBridge web portal under Company Settings → Automatic Reminders. Each reminder type has its own On/Off toggle where you set the cadence and the time of day to send ("Send At," default 9:00 AM). |
Who can configure reminders? | Users with the "edit Company Settings" permission. Without it, the section appears read-only or hidden. |
What do I need before I can use reminders? | An approved toll-free (1-800) number is required for all reminder types. Estimate Approval and Invoice Due reminders also require CardConnect. |
How often are reminders sent, and what are the defaults? | Estimate Approval: every 3 days, up to 2 times. Invoice Due: 3 days before the due date, then every 3 days up to 2 times past due. Scheduled Job: 1 day before and 1 hour before the appointment. You can adjust these within the allowed ranges (max 2). |
When do reminders stop automatically? | As soon as the record is resolved, or when the repeat cap is reached — whichever comes first. Estimates stop when approved, declined, or expired; invoices stop when paid or voided; jobs stop when started, completed, cancelled, or suspended. There's no cancel button to manage. |
Will turning this on message my existing customers? | No. Reminders only apply to records created after you turn the setting on, so your existing backlog is never messaged. |
What happens with invoices on autopay? | They're skipped automatically, since payment is already being collected. |
How can a customer stop receiving reminders? | You can turn on "Do Not Send Reminders" on their record, or they can reply STOP (and START to opt back in). This is checked before every send and applies across all reminder types. |
Do reminders include a link the customer can act on? | Yes. Invoice reminders include a PayNow link, and estimate reminders include an approval link. A new link is generated automatically if one isn't already active. |
Where can I see which reminders were sent? | In the Audit History on the record and on the contact, once a reminder has actually been sent. Sent messages and any customer replies also appear in the contact's Conversations thread. |
Do reminder messages match what my customer already received? | Yes. Estimate and Invoice reminders use the same template as the original message, so the link looks familiar. Scheduled Job reminders use their own dedicated template. |
What if a customer has no mobile number on file? | That reminder is skipped, since this feature is SMS-only and requires a mobile number to send. |