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Customizing Communication Templates in FieldEdge

Communication Templates are often overlooked when starting with FieldEdge. Since there are so many options to create and customize your templates, people can become overwhelmed. 

Let’s dive in to customizing your templates to fit your business needs. 

Tabs 

There are three different sections on templates for you to choose from: 

  • Email 
  • SMS 
  • Phone 

Snippet showing Email, SMS, and Phone tabs under the "1st Work Order Reminder" template

Each of these sections are different ways to communicate with your Customers.

It is important to have all three sections set up if possible. 

  • This is because your Communication Templates run off of your Customers’ Contact Methods. 
  • Most Customers will give your CSR their preferred method of contact over the phone. Your CSR will then select which method (or methods) your Customer prefers to be contacted by. 
  • If your Customer has only Phone selected, and you have only chosen to set up your SMS templates, your Customer will not receive that update. 
  • We highly recommend having both the Email and SMS Contact Methods selected for your Customers. 

Snippet highlighting information regarding contact methods

Understanding Communication Template Insert Codes 

Insert codes help your company by giving you the ability to customize your templates automatically for each individual Customer. 

Snippet showing multiple Insert Codes to use in customizing communication

These Insert Codes can be dragged and dropped into the Email, SMS, or Phone Body template.

When one of the templates is sent out, FieldEdge will automatically take that Customer’s information and fill it out for you, as long as you have those particular codes inserted.

Snippet showing an example of Insert Codes in the body of an email communication to customize it.

Insert Codes can also be inserted into the Subject line for an Email or SMS. 

For instance, if you always wanted to have a Customer’s first and last name in the Subject, or maybe the Work Order number, simply drag and drop the corresponding Insert Code into the Subject. FieldEdge will take care of the rest!

Snippet showing an insert code in an email subject line

Different Codes

Each template has its own sub-set codes. 

You will not find the same codes on a Work Order Reminder as you will an Agreement Billing Reminder.

This is because each reminder is for a different purpose. Just like FieldEdge Reporting, FieldEdge understands the need for individualized preferences. 

  • For Work Order Reminders, you’ll tend to find codes related to the Work Order or Customer. 
  • For Billing Reminders, you’ll find codes that lean into Billing Addresses, Invoice Pay links, and Customer information. 
  • Traveling to Location Reminders will give you codes related to the scheduled Tasks and times for the appointments. 

This is why it is important to review each template’s Insert Codes before use. Odds are the element you wish to use is in the Insert Code section.

Having trouble with your Communication Templates? Unsure on which codes to use, or want us to jump in and create customized templates for you? 

Reach out to us to schedule your free discovery call today!

Learn how we can help your business transition into FieldEdge workflows that best perform for you. Our team at Powerhouse Consulting Group is a certified partner with FieldEdge. We will work with you to understand your workflow, audit your FieldEdge settings, and can provide hands-on training for your team.

New to communication templates? Learn about the different types in last week’s blog post – Different Types of Communication Templates in FieldEdge!