Notify customer when job is complete — automatic?

Question

Hi team —

We're looking to streamline our customer communication and want to confirm what's possible with automatic notifications when a technician marks a job as complete.

Currently, our dispatchers are manually texting customers at the end of each job, which isn't scaling well as we grow. The team is asking if FieldPulse can automatically notify the customer when the work order status changes to "Completed" — ideally via SMS, but email would work too.

A few specifics on what we need: 
 
 Automatic trigger when technician updates status to Completed in the mobile app 
 Message should include job details and a thank you / next steps note 
 We'd like to customize the message content if possible 
 Need to ensure it only sends for customer-facing jobs, not internal work

Is this built into the standard notification settings, or does it require a specific configuration? I checked the notification center but want to make sure I'm not missing a more elegant approach that other teams are using.

Really appreciate any guidance — this would remove a significant manual step from our dispatchers' plates.

Thanks, Paula

Priya Nair (Staff) · Accepted Answer

Hi Paula! Happy to help — this is absolutely something you can automate.

FieldPulse has a built-in Job Completion Confirmation notification that triggers automatically when a technician marks a work order as Completed in the mobile app. Here's how to set it up:

Go to Settings → Notifications → Customer Notifications 
 Toggle on "Send completion confirmation when job is finished" 
 Select your preferred channel: SMS , Email , or both 
 Customize your message in the template editor — you can use variables like {{customer_name}} , {{job_type}} , {{technician_name}} , and {{completion_time}}

For your use case of excluding internal jobs, you'll want to use Job Type filters . In the notification settings, set the rule to only fire for specific job types — just exclude any internal categories you've created.

One thing to note: the notification sends within 1–2 minutes of the status change, once the mobile app syncs. If your techs are working offline, it triggers on reconnect.

Does this cover what the team needs? Happy to walk through the template customization if helpful.

Gwen Albright · Answer

We've been using this for about 8 months and I'd add a pro tip : include a direct link to your review platform in the completion message if you collect Google reviews.

We added "If you were satisfied with our service, we'd appreciate a quick review: [link]" and saw a 3x increase in review volume. The timing is perfect — customer just watched the tech finish, they're standing there with their phone.

Also worth noting: if you have techs who sometimes forget to update status until end of day, the notification won't send until they actually hit Completed . We had to coach the team on real-time status updates to make this work well.