Build and test email and SMS automations

Email and text automations have a name, trigger, conditions, recipient type, delay, sending window, skip-weekends option, content/template, and active state. Triggers include lead creation/status changes, appointment events/reminders, and job sold/completed. Check the editor for the exact triggers available to the channel.

Customer, employee, and both are different audiences. Use separate content when customers should not see internal handoff details. SMS automations also need an appropriate sending number and customer consent.

Enable the provider and verify manual delivery first. Delayed and scheduled reminders depend on background processing; saving an automation does not prove the scheduling process runs on the server.

Settings → Automation delivery shows your company’s pending, processing, sent, failed and cancelled messages. The server checks the durable queue about once a minute. Sending windows and weekend exclusions use your company timezone; messages outside an allowed window are deferred. Appointment reminders cancel when the appointment changes or expires.

Sent means the provider accepted the request; it does not prove inbox or handset receipt. A failed or interrupted request may already have reached its recipient. Check provider history before manually resending. Automatic retries are disabled for uncertain sends to prevent duplicates. Disabled automations or ineligible recipients are cancelled at delivery.

Review other active automations for the same event. A status change and appointment creation may both happen during one workflow; two separate triggers can produce two messages. Decide which message should own that customer touchpoint.

For a missing message, inspect event conditions, recipient details, consent, provider availability, time window, and scheduler status. For duplicates, compare the triggering events and active rules before resending.