Communications

Workspace templates and event policy for customer messages. Transport (SMTP, Twilio, WhatsApp) is configured separately. Enabling a type is not the same as “the queue worker is running,” and queued is not delivered/read.

Settings → Communications · /app/w/{workspace}/settings/communications · capability customer_communications · communications.view / communications.settings.manage

SMS and WhatsApp are separate plan features (customer_sms / customer_whatsapp).

Transport vs policy

Channel	Platform transport	Workspace	Provider
Email	Platform Admin → Settings → Mail / SMTP	Communications → Email	Your SMTP
SMS	Platform Communications SMS and/or tenant Twilio BYOC	Communications → SMS	Twilio
WhatsApp	Admin WhatsApp is not a funded customer channel	Communications → WhatsApp	Tenant BYOC only
Field Push	Platform → Field Push (Firebase)	Not a customer template	Native Field

SMTP configured ≠ every event enabled. Email working does not turn SMS on. Inbound provider callbacks are /webhooks/fsm-communications/…, not Settings → Webhooks.

Staff alerts (estimate accepted, online invoice paid, portal submissions) are the office bell + Profile → Notifications. Those mails use the staff user’s language.

Enable a type

1. Settings → Communications → Email / SMS / WhatsApp.
2. Turn on the event (default off for types such as Appointment confirmed). Enabling never backfills old appointments.
3. Edit subject/body. Variables use {{name}} only (snake_case). Nested {{a.b}} is rejected.
4. Confirm Platform Mail (or SMS/WhatsApp provider), plus a queue worker, plus cron communications:dispatch-due every minute.

History: sidebar Communication history — statuses queued, sent_to_provider, failed, suppressed. No “read” or WhatsApp blue ticks claimed in V1.

Event catalog

EN type	When	Notes
Request received	Service request created	—
Appointment confirmed	Visit first scheduled	Also public booking
Appointment rescheduled	Visit rescheduled	—
Appointment reminder	Reminder schedule	Needs dispatch-due cron
Technician on the way	Travel started	—
Appointment completed	Appointment Closeout	Not office WO Complete
Estimate sent / Invoice sent	Manual send button	No auto-send on create
Payment confirmed	Payment recorded	—
Service report available	Generated report	Email-oriented

There is no dedicated “public booking” mailer. If Appointment confirmed is off, the guest still sees the booking success page — they simply get no email.

Recipients resolve: appointment contacts → site primary → customer primary → customer email fallback. Missing email/phone → intent suppressed/failed rather than inventing a recipient.

What-if

If the action succeeded with no mail: type is off, or queue/SMTP down.

If SMS is unavailable: plan customer_sms / provider missing. Email working does not enable SMS.

Related: Mail, Queue, Public booking.