Configuring SMS and Email Alerts

FieldPulse supports notifications through two primary channels: SMS and Email. This article describes how to configure each channel, customize message content, and set delivery preferences.

Prerequisites

• Administrator access to Settings > Notifications
• Verified sender email domain (for email delivery)
• SMS-enabled phone numbers assigned to users and customers

Accessing Notification Settings

1. Navigate to Settings from the main navigation menu.
2. Select Notifications from the left sidebar.
3. Click the Channels tab to configure SMS and email delivery.

Configuring Email Alerts

Sender Configuration

Customizing Email Templates

Each notification type uses a default template. To modify:

1. Under Email Templates, select the notification category (e.g., Work Order Assigned, Job Completed).
2. Click Edit Template.
3. Modify the subject line and body content using available variables (see Setting Up Customer Notifications for variable reference).
4. Click Save to apply changes.

Configuring SMS Alerts

SMS Sender ID

The Sender ID appears as the originating number on customer devices. Options include:

• System Number — Shared FieldPulse number (default)
• Dedicated Number — Purchase through Settings > Billing > Add-ons
• Custom Alphanumeric ID — Where supported by carriers (15 characters maximum)

Character Limits and Encoding

Messages exceeding single-segment limits are automatically split. The Template Editor displays segment count and estimated credits.

SMS Template Variables

SMS templates support a reduced variable set compared to email. Available variables include:

• {{customer_first_name}}
• {{technician_name}}
• {{appointment_time}}
• {{work_order_number}}
• {{company_name}}

Channel-Specific Delivery Rules

Configure failover and preference settings:

Delivery Windows and Throttling

Prevent notification fatigue:

1. Navigate to Settings > Notifications > Delivery.
2. Enable Quiet Hours to suppress non-urgent notifications during specified times.
3. Set Rate Limiting to throttle multiple alerts to the same recipient (e.g., maximum 3 SMS per hour).

Testing Configuration

Before deploying:

1. Click Send Test on any template.
2. Enter recipient address or number.
3. Verify formatting, variable substitution, and delivery.

Test messages are logged in Settings > Notifications > Delivery Log with status: Delivered, Failed, or Pending.

Troubleshooting

Related Articles

• Setting Up Customer Notifications
• Technician Arrival Notifications
• Job Completion Confirmations
• SLA Breach Alerts