Set up automated reminders to reduce no-shows, speed up payments, and keep customers informed. Choose from pre-built templates for common scenarios or create custom workflows.
Follow the flow to see what happens once you enable a reminder template.
Workflow at a glance
Customer takes action
They confirm, pay, or reply from the message—no chasing needed.
Toolfy sends the message
Email or SMS goes out instantly using the copy you previewed.
Toolfy watches the trigger
Job completed? Invoice overdue? The recipe waits for that event.
You flip a toggle
Open Settings → Reminders and switch it On. That’s the setup.
On desktop, read from right to left—the outcome card sits on the far right so you can work backwards.
Enable a recipe
- Go to Reminders from the main navigation.
- Select the template you want to enable (job confirmation, payment reminder, etc.).
- Choose Email or SMS, customize the message if needed, then activate it.
Reminder types
Job reminders
- Booking confirmation
- Day-before reminder
- Job completed notification
Payment reminders
- Invoice sent notification
- Payment received confirmation
- Overdue payment reminder
Customer communication
- Thank you messages
- Follow-up requests
- Appointment confirmations
Tips
- Keep SMS under 160 characters so it stays as a single message.
- Leave the unsubscribe text in place—Toolfy tracks opt-outs automatically.
- Use the communication timeline on each customer to confirm what was sent.
Common questions
Can I edit the wording?
Yes. Each toggle opens a short editor—change the text, keep the merge tags, and save before turning it on.
Do I need Twilio?
Only if you send SMS. Email runs out of the box. Connect Twilio once and every SMS toggle can use it.
How do I pause it?
Switch the toggle Off. Toolfy stops listening for that trigger immediately.
If a reminder can't send
Invoice timeline shows `Bounced` next to the contact.
Email bounced
- Double-check the address, update the customer record, and resend the reminder.
- Ask the customer to safelist invoices@toolfy.io so future emails land in the inbox.
- Send the SMS variant as a backup (or copy the portal link into a manual email).
Timeline displays `STOP received` or Twilio error 21610.
SMS opted-out
- Ask the customer to text START to your Toolfy number or use email only going forward.
- Log the opt-out in customer notes so dispatch knows to call instead of text.
- Switch the reminder template to Email while you wait for them to re-consent.
No bounce or opt-out recorded, but they still didn’t see it.
Customer insists nothing arrived
- Have them search their inbox for invoices@toolfy.io and reply to keep the thread alive.
- Send a one-off manual reminder (invoice → Send reminder) while on the call.
- Share the portal link over SMS so they can pay/confirm even if email filters are strict.
Escalation ladder for late payers
T-3 days (heads-up)
- Automatic reminder with friendly tone and Pay now link.
- Include appointment date/time so customers know exactly what they’re confirming.
- Enable SMS + email for high-value jobs so at least one channel lands.
Due date
- Review the Reminders → Activity tab to see who hasn’t opened the message.
- Call those customers directly and resend the payment link from the invoice cards.
- Offer to take payment over the phone (card on file / tap-to-pay) for same-day cash.
7 days overdue
- Send firmer copy referencing late fees or paused service.
- Disable automated reminders temporarily and log the manual outreach in notes.
- Tag the account manager so everyone knows the status before scheduling new work.
14 days overdue
- Final notice via email + SMS with a deadline and escalation path (collections, court, etc.).
- Attach signed job sheets/photos so the customer knows evidence exists for disputes.
- Move the customer to the `Hold` list in Customers to block future bookings until resolved.
Same-day collection recipe
- Technician collects signature/photos and marks the job complete in the field app.
- Invoice auto-generates with the job details—review line items before leaving site.
- Send the invoice immediately, then trigger the `Job complete` reminder so the customer gets a Pay now link while you’re still on-site.
- Offer Apple Pay/Google Pay on your phone or let them scan the QR from the invoice PDF.
- Use Stripe instant payout (if enabled) to land funds within 30 minutes when cash flow is tight.
Share this with field teams so they know exactly how to secure payment before leaving site.
Short Loom walkthroughs
2-min: same-day collection recipe
Shows the flow from job completion → invoice → reminder and in-person payment.
Watch recording90 sec: reminder escalation ladder
How to pause reminder workflows, send manual SMS, and tag finance when accounts age.
Watch recordingNeed SMS? Email support@toolfy.io and we’ll connect Twilio for you—once it’s live every SMS toggle can use it.
Want a new toggle? Send the trigger and message you have in mind—we can usually add it in a day.