Add your own milestone

Besides the built-in milestones (booked, on the way, arrived, completed and the rest), you can add moments that matter to your business. Open Setup → Notifications and click New milestone.

1. Name it the way your customers would say it, for example "Water restored" or "Day-before reminder".
2. Choose what sets it off. A stage (when the tech arrives, when the job is completed and so on), a checklist item the tech ticks, a set time before the appointment, or a set time after the job is completed.
3. Write the messages. Tick the customer, the technician or the office and write what each receives. Insert live details like the customer's first name or the tracking link.
4. Choose whether it shows on the customer's tracking page as a line on the job's timeline.

Your milestone then appears in the notifications table with the built-in ones, where you can switch text, email and app alerts on or off for each recipient, edit the wording, design a branded email or send a test.

• Each milestone goes out once per job. Unticking and re-ticking a checklist item doesn't send it again.
• A reminder before the appointment goes out again if the appointment is rescheduled, so the customer hears about the new time.
• Timed milestones go out within a minute of their moment, and are skipped if that moment passed more than an hour ago, so an old job never gets a sudden message.
• A checklist milestone matches the item's wording, ignoring capitals and extra spaces. Use the same wording as in your job templates.
• Sample jobs show the milestone on their timeline but never send anything.

To pause a milestone, open it and switch it off. Deleting it removes its messages; lines already on job timelines stay.