Customer Communication Setup

Open Setup > Customer Messaging > Customer Messaging Templates.

This screen lets you create automated messages triggered by workflows in Nexsyis—such as appointment reminders, repair stage updates, and e-Document set notifications.

Below is an example showing messages automatically sent when a customer is asked to digitally sign a Repair Authorization document set before repairs begin:

The green + icon lets you insert database fields into your message, pulling in dynamic information about the customer, their vehicle, the shop, and more. These fields appear within curly braces {} and automatically update with the relevant data when the message is sent. For example, {CustomerFirstName}, {Location Phone}, and {Vehicle Description} will populate with actual values in the message.

After saving communications for an event, a small blue phone icon appears next to it. Events without this icon don’t have automated customer messaging set up.

Appointment Types

For appointment-type events, the message is automatically sent when the appointment is created. You can also set the timing for first and second reminders, which will send the same message at your specified intervals.

Folder Events

After Final Review: This will send the customer a message 24 hours after the folder has been reviewed:

Vehicle Delivered: You can set up multiple messages at the desired interval after the Vehicle Delivered checkbox is set.

Once a message is set up and vehicles are marked as delivered, you can view notifications scheduled for 24 hours after delivery by checking the Show Scheduled box in the Communications tab of the folder.

E-mail Returning Signed Documents: After a customer signs an electronic document, a text or email is sent with a link to the Customer Portal, where the signed documents are available under the Documents tab.

Folder Invitation: This message template should be set up with a link for the customer to access their repair on the customer portal.

Repair Plan Steps

Messages in the Repair Plan Steps group automatically send a text or email after a repair stage is completed. A company-wide setting can delay sending (e.g., by 30 minutes). If the stage is moved back during this delay, the message won’t send until the stage is completed again.

For details on customizing messages, see the Explanation of Stage for Customer Portal field in the Customer Portal.

Document Sets: 

Messages that will be sent to the customer when you send Document Sets to be viewed or signed. 

Custom: 

Create custom templates to send manually from the folder. 

Application Email Subject 

1. AP Payment Email Subject

• Triggered from: the AP Payments screen when emailing a remittance 
• Default Subject: Payment made on your behalf of {LegalEntity}.
• Important Note: "Legal Entity" is the only dynamic field supported for this email type. Do not use the green "+" button to add additional fields.

2. Customer Manual Update

• Triggered from: Folder > Communication tab when selecting "Email" as the communication method
• Default Subject: An update regarding your repair

3. Folder Screen Email Subject

• Triggered from: Clicking the email icon button at the bottom of the Folder screen to email outside of Nexsyis
• Default: Folder: {ContactID}: {CustomerName} 

4. Purchase Order Email Subject

• Triggered from: Sending a Purchase Order email from Nexsyis 
• Default: Purchase Order {PO#} For Folder: {ContactID}.
• Important Note: "PO # is not available via the green "+" button but can be manually added using the format "{PO#}"