Emails we send - Comfort Hub handbook

Every email leaves through one sender that keeps a ledger and checks the address first; only allowed addresses are delivered to as written, and everything else goes to the owner instead. The rule is on Email safety. The engine sends no alert email of its own: a problem the monitor finds becomes a condition on Sentry, and Sentry does the mailing. Times are Ottawa time; the engine’s timers run in UTC, four hours ahead of Ottawa in summer.

Email	Subject	To	What triggers it	Attached
Booking confirmation	Your Comfort Hub appointment on …	customer	an appointment is saved as scheduled with Notify Client on and a date today or later	none; an Add to calendar link
Appointment moved	Your Comfort Hub appointment has moved to …	customer	the date changes on a scheduled appointment with Notify Client on	none; an Update your calendar link
Appointment reminder	Reminder: your Comfort Hub appointment on …	customer	daily at 16:10, for every scheduled appointment tomorrow with Notify Client on and a customer email; sent once per appointment	none
Invoice	Invoice INV… from Comfort Hub	customer	the invoice gets its QuickBooks counterpart, and is not void, paid or already sent	the invoice PDF; every certificate the job earned, as on Certificates; a pay link
Invoice reminder	A reminder about invoice INV… from Comfort Hub	customer	daily at 10:15, for an emailed, unpaid, non-void invoice seven or more days past due; once per invoice	none; a pay link
Invoice overdue	Invoice INV… from Comfort Hub is overdue	customer	daily at 10:15, for the same invoice once it is twenty-one or more days past due; once per invoice	none; a pay link
Receipt	Payment received for INV…	customer	the engine records a payment on the invoice, whether or not it clears the balance; the body shows the amount paid and the balance left. See How payments work	the receipt PDF and the current invoice PDF
Quote	Your Comfort Hub quote for WO…	customer	a quote is saved as sent	none; an approve button that works for 30 days
Stocking order	Purchase order … from Comfort Hub	the supplier email on the order; replies go to the technician who saved it	a stocking order is saved with its PDF and has not been emailed	the order PDF, named after the order number
App login invite	Your Comfort Hub app login	technician	a technician is created active with an email, or an active technician’s email changes; skipped when the technician already has an app login	none; a set-password button that works once

When an email is skipped

Each sender re-reads the record when it runs and declines when the email no longer makes sense. A decline is written to the integration ledger with the reason, and some declines raise a human-review flag.

Email	Skipped, no flag	Skipped, flagged for a person
Booking confirmation, appointment moved, appointment reminder	Notify Client off; not scheduled; date in the past; a reminder for a date later than tomorrow	no date; the customer has no email
Invoice	void; already sent; not owed; no QuickBooks counterpart; amount due is zero	the customer has no email; the invoice has no pay-page token
Invoice reminder, invoice overdue	void; the invoice email never went out; nothing owed; not seven days past due	the customer has no email; no pay-page token
Receipt		the customer has no email; the invoice has no work order and is not one of ours
Quote	not in the sent state	no lines; the customer has no email
Stocking order	already emailed; no PDF yet	the order names no supplier email
App login invite	no email; the technician is inactive; already has a login

The calendar link

The two appointment emails carry a signed link that downloads a calendar file for the visit: the day, the start of the arrival window, the window’s length, the property’s address, and the job’s lines. The link works for 30 days or until the day after the visit, whichever is later. A link whose signature does not match is refused.

​When an email is skipped

​The calendar link

​Related

When an email is skipped

The calendar link

Related