Service Request Automated Emails

Modified on Fri, 30 Sep 2022 at 03:23 PM

When your clients requests services through the client portal, they are sent a series of automated emails, depending on the action they take:
  • service request confirmation email – when the client submits their request for services.
  • service request scheduled email – when the request your client submitted is scheduled.
  • service request canceled email – when your client cancels a request BEFORE you schedule it (Still on Request stage). 
  • scheduled service canceled email – when your client cancels a scheduled service in the client portal. 

You can customize the message in these automatic emails.


Tip: Many businesses don't feel they need to change the standard messages that come with the software. However, the option is there is you want to add any further information for your clients.



Note: These communications support Merge Codes.


Navigation: Admin > Settings > Service Request Settings > Email Narratives


When a client requests a service, an email notification can be sent to the administrator and (optionally) the primary sitter. The client also receives this email confirming receipt of their request.


Tip: These emails do not contain pricing. You can disable the auto email and if necessary send your own email, including rates.



Note: The message should confirm to the client that this is a request only, and NOT a confirmed booking at this stage.
  • In the "Request Confirmation" narrative, enter your text, including any merge codes.
  • Click "Update" at the top of the screen.

Choose your email narrative for service requests in the Portal in pet sitting software


The text entered into the "Request Confirmation" appears below the list of services.

Example of email narrative for service requests in the Portal in pet sitting software


How Do I Customize Service Request Scheduled Emails?

When a client requests a service the administrator has to approve the request before the services appear in the "live" schedule.

After the approval process has been completed, an email (called the "Schedule Confirmation") is sent to the client to notify them that their requested services are now scheduled and confirmed.


Note: There is an option to auto assign requests to an order and if you have this switched ON, the services are scheduled automatically and the scheduled notification email is sent to the client when they submit their request.


  • Enter the text you wish to appear in your email narrative, including any merge codes.
  • Click "Update" at the top of the screen.

Choose your email narrative for confirmed service requests in the Portal in pet sitting software


The text entered into "Schedule Confirmation" appears in the lower half of the Service Scheduled Notification Emails.

Example email for confirmed service requests in the Portal in pet sitting software


How Do I Customize my Service Request Cancelled Email?

When a client requests one or more services an email notification can be sent to the administrator and (optionally) the primary sitter to alert them to the details of the request.

If a client changes their mind, they may cancel a service request from the client portal BEFORE you have had a chance to respond or schedule the service. In this case, the client and admin will receive this email notification confirming that the service request has been cancelled.
  • Enter the text you wish to appear in your email narrative, including any merge codes.
  • Click "Update" at the top of the screen.

Choose your email narrative for cancelled service requests in the Portal in pet sitting software


The text entered into “Request Cancelled" appears in the lower half of the Service Request Canceled Notification Emails.

Example email for cancelled service requests in the Portal in pet sitting software


How Do I Customize my Service Cancelled Email?

When a client cancels a scheduled service an email notification can be sent to the administrator and (optionally) the assigned sitter to alert them to the details of the cancellation.
  • Enter the text you wish to appear in your email narrative, including any merge codes.
  • Click "Update" at the top of the screen.

Choose your email narrative for cancelled services in the Portal in pet sitter software


The text entered into “Scheduled Services Cancelled” appears in the lower half of the Service Cancelled Notification Emails.

Example email for cancelled services in the Portal in pet sitter software


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