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Customer Communications

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*Requires the MaintainX® for Service add-on.

With the MaintainX for Service add-on, your team can send and receive automated email updates as a quote or work order progresses. You can also communicate with customers through the comments in quotes and work orders.

This article explains what triggers emails to customer contacts and to your organization, and how to use comments to communicate with customer contacts and your team.

Emails to Customer Contacts​

This section describes the emails MaintainX sends customer contacts automatically at key points in a service interaction.

Quote Notifications to Customer Contacts​

When you share a quote with a customer contact, MaintainX sends them a notification with a link to review the quote. The link expires after 30 days, but you can regenerate it if needed.

For more information, see Process a Quote.

Work Order Notifications​

When you add a customer contact to a work order and enable notifications, MaintainX sends that contact an email when:

  • The work order is created.
  • The work order status changes to In Progress or Done.
  • A team member adds a public comment to the work order.

Each notification email includes a link to the external work order view. The customer doesn't need a MaintainX account to open it.

For more information about notifications on a work order, see Managing Customer Work Orders.

Service Report​

When a work order status changes to Done, MaintainX can send customer contacts a notification with a link to the service report. This email is sent automatically if auto-send is enabled, or manually when an Administrator generates and shares the report link.

The service report link expires after 30 days.

For more information, see Send a Service Report.

Emails Sent To Your Team​

MaintainX sends automated emails to your team at key points in a service interaction. This section describes the emails MaintainX sends to your team and when it sends them.

Quote Notifications to Your Team​

When a customer approves or rejects a quote via the external link, MaintainX emails your team.

Customer Email Replies​

When a customer replies to a notification email for a quote or a work order, their reply is logged as a comment. Your team won't receive a separate email.

note

Work order notification emails are only sent when the work order includes a customer contact and notifications are enabled. If no contact is selected, no emails are sent.

Communicating in Comments​

Quotes and work orders include a Comments section that you can use to communicate with your team and with customer contacts.

Service Team Comment Visibility​

Comments you leave in work orders and quotes can be internal or public.

  • Internal comments are visible only to your team. Customer contacts can't see them, even if they have access to the work order or quote.

    To make a comment internal, select Internal (your team only) in the comment field.

  • Public comments are visible to anyone with access to the external work order, including customer contacts. When you post a public comment, MaintainX notifies the customer contacts added to the work order.

    To make a comment public, select Shared with customer in the comment field.

Customer Comment Visibility​

Comments that customer contacts add to quotes or work orders are always public.

When a customer contact replies to a notification email for a quote or work order, their reply is logged as a public comment.