Communication rules let you set default preferences for how customers and work addresses prefer to be contacted. These rules apply when creating new customers or work addresses. You can choose between four default contact options, which can be changed later on either an individual or bulk basis.
What these rules do, and what they do not
Communication rules control how a customer is contacted, not which messages they receive.
A preference applies to every automated message of that type. Unticking email for a customer stops all automated emails reaching them, not one kind of email, so it is not the place to stop a customer receiving statements while they still receive job confirmations and invoices.
Where a particular automation only needs to reach some customers, that is set within the automation itself rather than here. The debt chasing workflow, for example, is set to include chosen customer types.
View Setting
âĄď¸ Profile Icon > Settings > Customers > Communication Rules > View.
Set Default Preferences for New Customers or Work Addresses
To set the communication preferences for new customers or work addresses, follow the steps below.
Select the default communication preferences for new customers or work addresses.
Click Save.
Bulk changing the Default Preferences for Existing Customers or Work Addresses
Here's the navigation: âĄď¸ Go to Advanced Options > Select View Customers or View Work Addresses.
To change the communication preferences for the existing customers or work addresses in bulk
Filter your contacts by name or customer type.
Change the communication preferences by ticking the preferences to include or untick them to exclude.
Click Save.
Changing 15 or more contacts runs in the background, and you will receive a notification once it is complete.
A contact who cannot receive the preference you have selected is skipped. Selecting SMS for a contact with no mobile number, for example, leaves that contact unchanged.
Notes:
If all communication preferences are unticked, you may still manually send emails or SMS through the Notes and Communications tab.
If you do not enter a communication type during customer or work address creation, the respective preference cannot be set.
The SMS feature is an optional add-on. Contact support for more information.