Automations let you send email and SMS messages automatically based on Order lifecycle events. For example, you can send a reminder to the client 24 hours before their appointment.

Manager only

The automations list page showing configured automations

Before you start

On a team account, you need the Admin or Manager role to create or edit automations.

The Approved, Completed, Report Published, Invoice Created, Invoice Paid, and Rescheduled triggers only support After or Immediate timing — for example, you cannot send a notification before an invoice is paid or a report is published.

Sending the payment link

Use Invoice Created, not Approved, for a "your invoice is ready" message. Approving an Order starts the invoice being generated, but the invoice — and the payment link inside it — only exists a few seconds later. An automation on Approved can send before the link exists, and the client gets an email with nothing to pay. Invoice Created fires the moment the invoice is ready to be paid, so *|PAYMENT_LINK|* always resolves.

It does not fire for a draft invoice, because a draft has no payment link and may never be issued.

Agent recipients

You can also send the message to the buyer's agent and listing agent attached to an Order — check Buyer's Agent or Listing Agent in the Recipients section.

Write the Message Template

You don't have to type tags by hand — click the Merge Tags button in the editor, then click a tag to insert it. See the Merge Tags reference for every available tag and where each one works.

The Before option is grayed out. The trigger you picked only supports After or Immediate timing (see the list above). Pick a different trigger, or use Immediate.
The Create Automation button is disabled. One or more required fields are missing — complete the required fields to create the automation.
A scheduled message never went out. Open the Order's Automations tab. A pending message with no send time shows a Not scheduled reason. If it says automated notifications are off for this Order or this account, that setting was off when the message was created. If you can change that setting, a link next to the reason takes you there. Press Send Now to send this one, because turning automations back on doesn't schedule messages already waiting.
A merge tag shows up as literal text in a sent message. The tag had no value when the message went out. Only use tags that will have a value by send time — see Merge Tags.

Managing Automations

From the automations list, you can:

Toggle active/inactive — pause an automation without deleting it
Edit — modify the trigger, timing, or message content
Duplicate — create a copy to use as a starting point
Delete — permanently remove the automation

Automation Recipes — ready-to-copy automations for reminders, confirmations, and follow-ups
Merge Tags — every tag you can use in a message
Order Statuses
Send and Manage Notifications from the Mobile App

Setting	Description
Title	A descriptive name for this automation
Channel	Email or SMS
Trigger Event	The event that activates this automation (see trigger types below)
When to Send	Immediate, or a set amount of time Before/After the trigger (Hours, Days, or Weeks)
Recipients	Who receives the message — the client, the assigned Inspector (shown on team accounts), plus any extra email addresses you add under Additional Recipients

Trigger	Description
Order Created	When the Order was originally created
Appointment	The scheduled appointment date and time
Approved	When the Order is approved
Completed	When the Order is marked completed
Report Published	When a report is published
Invoice Created	When an invoice is issued and the client can pay it
Invoice Paid	When a client pays an invoice
Rescheduled	When an appointment is rescheduled

Setting Up Automations

Before you start

Creating an Automation

Navigate to Automations

Configure the Trigger

Available Triggers

Write the Message Template

Save and Activate

What you should see

If something goes wrong

Managing Automations

On this page