From a read-only look at the FieldRoutes account on 2026-11-02 and its official manuals. Each line ends with its evidence: Observed in the account, Documented in a manual, or not tested. Capture numbers link to the screen below. All of FieldRoutes across the 20 blocks
In FieldRoutes, customer messages are spread over several places. The Customer Card's Notes tab is where staff send a one-off email, SMS or voice message. The Customer Communication settings page holds 35 separate groups of channel defaults, delivery windows, rate limits and message templates. Admin libraries hold email templates, voice messages, renewal notices, prepayment letters and statement text. Trigger Rules can send email, SMS, voice and postal mail automatically. Bulk "Send Message" actions sit on the customer search, Accounts Receivable and several reports. Reports show what was sent: the Email Dashboard, Reminder Responses, Customer Feedback and Office Stats. The research has 58 screenshots placed here and 58 more from other blocks that matter here. Most are the 35 Customer Communication editors, the template libraries, the trigger message actions, the Customer Card composers, and the reminder and report screens. The account was viewed as an admin and the research was read-only: no message, reminder, letter, statement or call was sent and no setting was saved. SMS could not be used at all because the account shows an SMS/text registration error.
In short
Message settings are split into 35 independent edit groups on one Customer Communication page, not one setting. Each group is edited and saved on its own. Group 0 holds channel defaults, group 1 holds delivery windows and rate limits, and groups 2 to 34 are single settings or templates (Observed, 280-customer-communication).
Every channel has its own template, so one business event can have up to four texts. Plan welcome and renewal each have an SMS, voice, prepay email and prepay letter version. Appointment reminders have separate SMS and email templates. Limits differ by field: 1600 characters for SMS bodies, 50 for the review header, 2000 for the review message, 1200 for custom reminder text on a Service Type (Observed).
Delivery is governed office-wide: separate SMS, voice and email time windows (9 AM to 6 PM here), per-minute caps (2 SMS, 2 voice, 20 email here) and blocked weekdays for text and phone triggers. The manual email and voice composers have an "Ignore Max Per Minute" option that bypasses the cap (282-communication-delivery-settings-editor, 017-customer-send-email).
Automated messages come from Trigger Rules. The Send Email, Send SMS, Send Voice and Send Snail Mail actions can be attached to any of the 12 trigger types. Email and voice actions have "Ignore Contact Prefs". For AR rules, message actions use the responsible customer's balance and aging (Observed, 244-trigger-action-email; engine on Integrations and API).
The account could not prove delivery. A persistent SMS/text registration error banner shows on all Admin pages and Send SMS is greyed out. The day reminder dialog shows SMS "Undeliverable". The Email Dashboard shows 32 Contract Signature Request emails, all not delivered. On My Way says SMS is configured, yet its controls are disabled. These signals conflict and their cause was not found (018-customer-send-sms, 518-day-reminder-controls, 456-customer-email-dashboard-refreshed, 184-mobile-on-my-way).
Marketing Pro, the email/SMS/direct-mail automation add-on, is advertised in the app launcher. A Customer Card tooltip says it is not enabled in this account. Its settings table saved empty (374-app-launcher, 014-customer-admin, 267-marketing-pro-settings).
The assessment rates Communications/follow-up as "Medium for tooling, low for readiness/delivery" (assessment).
Each capture is a saved screen state from the FieldRoutes account on 2026-11-02. A screen shows what controls exist; it does not prove what happens when they are used.
017Customer Card, Send Email composer
The Send Email to Customer composer has the recipient address, Subject, an Email Category selector (no categories listed), a rich-text body, and an…
The Send Email to Customer composer has the recipient address, Subject, an Email Category selector (no categories listed), a rich-text body, and an 'Ignore Max Per Minute' option (checked) that sends immediately instead of following the office's per-minute sending limit. Buttons are Cancel, Finish In Window and Send. No email was sent.
The filename suggests an SMS composer, but none opened: the Send SMS button is greyed out while Add Note, Add Task, Send Email and Send Voice remain active. A red banner at the bottom says there was an issue processing the account's SMS/text registration and to contact Support. This records that SMS sending was unavailable in this account, not how SMS works.
The Send Voice Message to Customer form asks to select a prerecorded voice message from a list (no options shown) and has the same 'Ignore Max Per Minute' option as email. Buttons are Cancel, Finish In Window and Send. No message was sent.
Lists customer service ratings for a date range, filtered by star rating (1 to 5 or all) and by whether the customer marked a favourite. It has Refresh and Export to CSV. The result area is blank, so no feedback rows are shown.
Lists customer replies to appointment reminders for a date range, filtered by service date, sent date or response time, with Refresh and Export to CSV. The result area is blank.
Settings for the text a technician sends when driving to a visit, plus Live Technician View, which lets the customer see the technician's proximity…
Full description
Where: Admin > Preferences > Mobile > On My Way Notification Captured: 2026-11-02 16:08 UTC · Quality: clear
Settings for the text a technician sends when driving to a visit, plus Live Technician View, which lets the customer see the technician's proximity (needs Customer Portal). Shows message text with placeholders for customer, ETA, office, service, address, technician and live link. The page says SMS is configured and the portal is on, yet both checkboxes and Save are disabled for an unknown reason.
Edit form for company name, internal and external office names, phone, email, website, license number, office IP and time zone.
Full description
Where: Admin > Preferences > Office Settings > Office Info > Contact Info edit Captured: 2026-11-02 16:11 UTC · Quality: clear
Edit form for company name, internal and external office names, phone, email, website, license number, office IP and time zone. The SMS/voice number is read-only (contact support to change) and email domain authentication is shown. Not saved.
Appointment reminder automation: fire a number of days before or at check-in, with filters for multi-unit, property type, initial service, service types, flags, divisions and regions. Not saved; nothing sent.
Automated email action: ignore contact preferences yes/no, title, type (email statement or new message) and rich-text body. The tooltip says AR filters use the responsible customer's balance for this action. Not saved; nothing sent.
Automated postal mail action: send a letter or a statement, with rich-text message. Captured after the editor settled. Not saved; fulfilment and cost not shown.
Configures which offices have Marketing Pro SMS billing data available.
Full description
Where: Admin > Preferences > Partner Sites / Apps > Marketing Pro Settings Captured: 2026-11-02 16:32 UTC · Quality: partial
Configures which offices have Marketing Pro SMS billing data available. The table has Office, Marketing Pro Status, SMS Status, Marketing Pro and SMS columns, but the saved body has no office row. Another capture's tooltip says Marketing Pro is not enabled; this screen does not show the status itself.
Full page of all 35 office communication settings groups: default SMS/voice/email, customer portal options, payment and receipt emails, delivery…
Full description
Where: Admin > Preferences > Customer Preferences > Customer Communication Captured: 2026-11-02 16:34 UTC · Quality: clear
Full page of all 35 office communication settings groups: default SMS/voice/email, customer portal options, payment and receipt emails, delivery windows and rate limits, reminder and follow-up templates, invoice footers, prepay and renewal templates, agreement-signature messages and review requests. It also shows Follow-up PDF Attachment and MP3 intro/outro upload controls for reminder calls. Each group has its own edit link; this view is read-only.
Editor for the main defaults: Default SMS/Voice/Email, portal service cancellation, file uploads and auto-login links, online payments, payment receipts and recurring billing email, invoice on service notifications, attachments to follow-ups, bad payment method notifications, SMS auto-reply, follow-up email timing, voice confirmation and secretary, VoIP service, portal access and the FieldRoutes Payments authorization text (max 1600 characters). Opened and cancelled unchanged.
Sets when automated messages may go out: separate SMS, voice and email time windows (9 AM to 6 PM in this tenant), maximum messages per minute per channel, and blocked weekdays for text and phone triggers. Opened and cancelled unchanged.
Communication settings editor for 'Enhanced Answering Machine Detection', opened unchanged and cancelled. A No/Yes setting that makes voice calls wait for the voicemail beep before playing the recording. The screen notes an extra 1 cent per message; it is No in this tenant. The filename only gives the group number.
Communication settings editor for 'SMS Appointment Reminder Template', opened unchanged and cancelled. Plain-text SMS body (max 1600 characters including placeholders) for appointment reminders and confirmation prompts. The filename only gives the group number.
287Customer Communication: SMS Reply Auto Response (Confirmed Appointment) (group 6)
Communication settings editor for 'SMS Reply Auto Response (Confirmed Appointment)', opened unchanged and cancelled.
Full description
Where: Admin > Preferences > Customer Preferences > Customer Communication > SMS Reply Auto Response (Confirmed Appointment) > edit Captured: 2026-11-02 16:35 UTC · Quality: clear
Communication settings editor for 'SMS Reply Auto Response (Confirmed Appointment)', opened unchanged and cancelled. Plain-text automatic reply (max 1600 characters) sent when a customer answers YES to a reminder. If left blank a default reply is used. The filename only gives the group number.
288Customer Communication: SMS Reply Auto Response (Default) (group 7)
Communication settings editor for 'SMS Reply Auto Response (Default)', opened unchanged and cancelled.
Full description
Where: Admin > Preferences > Customer Preferences > Customer Communication > SMS Reply Auto Response (Default) > edit Captured: 2026-11-02 16:36 UTC · Quality: clear
Communication settings editor for 'SMS Reply Auto Response (Default)', opened unchanged and cancelled. Plain-text automatic reply (max 1600 characters) to any inbound text other than the YES, SUBSCRIBE, STOP, QUIT and HELP keywords. If left blank a default reply is used. The filename only gives the group number.
Communication settings editor for 'Email Appointment Reminder Template', opened unchanged and cancelled. Rich-text email body for appointment reminders, with appointment and customer placeholders. The filename only gives the group number.
292Customer Communication: Service Plan Pre-Pay Email Template, New Subscriptions (group 11) partial
Communication settings editor for 'Service Plan Pre-Pay Email Template, New Subscriptions', opened unchanged and cancelled.
Full description
Where: Admin > Preferences > Customer Preferences > Customer Communication > Service Plan Pre-Pay Email Template, New Subscriptions > edit Captured: 2026-11-02 16:36 UTC · Quality: partial
Communication settings editor for 'Service Plan Pre-Pay Email Template, New Subscriptions', opened unchanged and cancelled. Plain-text welcome email for new service-plan subscriptions that offers prepayment, with payment-link placeholders. The text box shows only the first lines of the template. The filename only gives the group number.
293Customer Communication: Service Plan Pre-Pay Email Template, Renewals (group 12) partial
Communication settings editor for 'Service Plan Pre-Pay Email Template, Renewals', opened unchanged and cancelled.
Full description
Where: Admin > Preferences > Customer Preferences > Customer Communication > Service Plan Pre-Pay Email Template, Renewals > edit Captured: 2026-11-02 16:36 UTC · Quality: partial
Communication settings editor for 'Service Plan Pre-Pay Email Template, Renewals', opened unchanged and cancelled. Plain-text renewal email offering prepayment, separate from the new-subscription welcome. The text box shows only the first lines of the template. The filename only gives the group number.
294Customer Communication: Service Plan Pre-Pay Snail Mail Template, New Subscriptions (group 13) partial
Communication settings editor for 'Service Plan Pre-Pay Snail Mail Template, New Subscriptions', opened unchanged and cancelled.
Full description
Where: Admin > Preferences > Customer Preferences > Customer Communication > Service Plan Pre-Pay Snail Mail Template, New Subscriptions > edit Captured: 2026-11-02 16:36 UTC · Quality: partial
Communication settings editor for 'Service Plan Pre-Pay Snail Mail Template, New Subscriptions', opened unchanged and cancelled. Plain-text postal welcome letter offering prepayment for new plans. The text box shows only the first lines; no letter was printed. The filename only gives the group number.
295Customer Communication: Service Plan Pre-Pay Snail Mail Template, Renewals (group 14) partial
Communication settings editor for 'Service Plan Pre-Pay Snail Mail Template, Renewals', opened unchanged and cancelled.
Full description
Where: Admin > Preferences > Customer Preferences > Customer Communication > Service Plan Pre-Pay Snail Mail Template, Renewals > edit Captured: 2026-11-02 16:36 UTC · Quality: partial
Communication settings editor for 'Service Plan Pre-Pay Snail Mail Template, Renewals', opened unchanged and cancelled. Plain-text postal renewal letter offering prepayment. The text box shows only the first lines of the template. The filename only gives the group number.
Communication settings editor for 'Agreement Signature Email Subject', opened unchanged and cancelled. Plain subject line for the email that asks a customer to sign an agreement. The filename only gives the group number.
298Customer Communication: Agreement Signature Email Body (group 17)
Communication settings editor for 'Agreement Signature Email Body', opened unchanged and cancelled.
Full description
Where: Admin > Preferences > Customer Preferences > Customer Communication > Agreement Signature Email Body > edit Captured: 2026-11-02 16:36 UTC · Quality: clear
Communication settings editor for 'Agreement Signature Email Body', opened unchanged and cancelled. Rich-text body of the email that asks a customer to sign an agreement. The filename only gives the group number.
299Customer Communication: Allow Contracts via SMS and Agreement Signature SMS Body (group 18)
Communication settings editor for 'Allow Contracts via SMS and Agreement Signature SMS Body', opened unchanged and cancelled.
Full description
Where: Admin > Preferences > Customer Preferences > Customer Communication > Allow Contracts via SMS and Agreement Signature SMS Body > edit Captured: 2026-11-02 16:36 UTC · Quality: clear
Communication settings editor for 'Allow Contracts via SMS and Agreement Signature SMS Body', opened unchanged and cancelled. A Yes/No setting to send signing links by text message, plus the plain SMS body (max 1600 characters including placeholders). No live signing link was used. The filename only gives the group number.
300Customer Communication: Service Follow-up Email (group 19)
Communication settings editor for 'Service Follow-up Email', opened unchanged and cancelled.
Full description
Where: Admin > Preferences > Customer Preferences > Customer Communication > Service Follow-up Email > edit Captured: 2026-11-02 16:36 UTC · Quality: clear
Communication settings editor for 'Service Follow-up Email', opened unchanged and cancelled. Rich-text email sent after a service, with technician, property and date placeholders. When it is sent is set separately in the general preferences group. The filename only gives the group number.
301Customer Communication: Service Follow-up Email, Incomplete Services (group 20)
Communication settings editor for 'Service Follow-up Email, Incomplete Services', opened unchanged and cancelled.
Full description
Where: Admin > Preferences > Customer Preferences > Customer Communication > Service Follow-up Email, Incomplete Services > edit Captured: 2026-11-02 16:37 UTC · Quality: clear
Communication settings editor for 'Service Follow-up Email, Incomplete Services', opened unchanged and cancelled. Rich-text section inserted into the follow-up email for service types that were not completed or were no-shows within an otherwise completed appointment. The filename only gives the group number.
302Customer Communication: Service Notification Notes / Caution Statements (group 21)
Communication settings editor for 'Service Notification Notes / Caution Statements', opened unchanged and cancelled.
Full description
Where: Admin > Preferences > Customer Preferences > Customer Communication > Service Notification Notes / Caution Statements > edit Captured: 2026-11-02 16:37 UTC · Quality: clear
Communication settings editor for 'Service Notification Notes / Caution Statements', opened unchanged and cancelled. Rich-text caution text shown above the billing summary on service notifications and in follow-up emails. Existing wording is not proof of treatment or safety compliance. The filename only gives the group number.
303Customer Communication: Service Plan Welcome SMS Template (group 22)
Communication settings editor for 'Service Plan Welcome SMS Template', opened unchanged and cancelled.
Full description
Where: Admin > Preferences > Customer Preferences > Customer Communication > Service Plan Welcome SMS Template > edit Captured: 2026-11-02 16:37 UTC · Quality: clear
Communication settings editor for 'Service Plan Welcome SMS Template', opened unchanged and cancelled. Plain-text SMS (max 1600 characters) welcoming a customer to a new plan before it starts; the supplied template includes optional prepayment wording. The filename only gives the group number.
304Customer Communication: Service Plan Renewal SMS Template (group 23)
Communication settings editor for 'Service Plan Renewal SMS Template', opened unchanged and cancelled.
Full description
Where: Admin > Preferences > Customer Preferences > Customer Communication > Service Plan Renewal SMS Template > edit Captured: 2026-11-02 16:37 UTC · Quality: clear
Communication settings editor for 'Service Plan Renewal SMS Template', opened unchanged and cancelled. Plain-text SMS (max 1600 characters) sent before a renewed plan starts, separate from the welcome text. The filename only gives the group number.
Communication settings editor for 'Custom Review Header', opened unchanged and cancelled. Plain heading (max 50 characters) for the review invitation in follow-up emails. The filename only gives the group number.
Communication settings editor for 'Custom Review Message', opened unchanged and cancelled. Rich-text explanation (max 2000 characters including links) for the review invitation in follow-up emails. The filename only gives the group number.
308Customer Communication: Review link option (group 27)
Communication settings editor for 'Review link option', opened unchanged and cancelled.
Full description
Where: Admin > Preferences > Customer Preferences > Customer Communication > Review link option > edit Captured: 2026-11-02 16:37 UTC · Quality: clear
Communication settings editor for 'Review link option', opened unchanged and cancelled. Choice of hiding the review link, showing the customer portal link, or showing a custom link in email only. The custom URL field was not opened. The filename only gives the group number.
Communication settings editor for 'Custom Email Blurb', opened unchanged and cancelled. Rich-text company message section in outgoing emails; the screen says it is not used in statement, invoice or custom emails. The filename only gives the group number.
314Customer Communication: Service Plan Welcome Voice Template (group 33) partial
Communication settings editor for 'Service Plan Welcome Voice Template', opened unchanged and cancelled.
Full description
Where: Admin > Preferences > Customer Preferences > Customer Communication > Service Plan Welcome Voice Template > edit Captured: 2026-11-02 16:37 UTC · Quality: partial
Communication settings editor for 'Service Plan Welcome Voice Template', opened unchanged and cancelled. Plain speech text for automated welcome calls before a new plan starts, with optional prepayment wording. The text box shows only the first lines; no call was made. The filename only gives the group number.
315Customer Communication: Service Plan Renewal Voice Template (group 34) partial
Communication settings editor for 'Service Plan Renewal Voice Template', opened unchanged and cancelled.
Full description
Where: Admin > Preferences > Customer Preferences > Customer Communication > Service Plan Renewal Voice Template > edit Captured: 2026-11-02 16:37 UTC · Quality: partial
Communication settings editor for 'Service Plan Renewal Voice Template', opened unchanged and cancelled. Plain speech text for automated renewal calls before a plan starts, separate from the welcome call. The text box shows only the first lines. The filename only gives the group number.
Dictionary for classifying outgoing emails. Global, System and Visibility filters, Search, + Email Category and Description/Global/Visibility/System columns; the list is empty.
Blank form with required Description, office scope and Hidden/Visible, with save/cancel. No category was saved and unsubscribe behaviour was not checked.
Library of reusable HTML email templates. The page notes the office is responsible for content, script tags are removed, and placeholders must have no spaces and matching braces. Global filter, Search, + Email Template and Description/Global columns (no templates), plus a placeholder key of office, customer, service address and bill-to variables.
Blank template form with required Description, office scope, Choose File to load content, Placeholders in Use and an empty preview pane, with save/cancel/html. No subject or category field is visible. Nothing was saved or sent.
The blank email template switched to HTML editing: an HTML content box (labelled 'Enter Form Template HTML here' despite being the email page), preview toggle and a delete control. Nothing was saved or deleted.
Where: Admin > Preferences > Customer Preferences > Prepayment Letter Templates Captured: 2026-11-02 16:40 UTC · Quality: clear
Library of letters offering prepayment of a plan. Visibility and Global filters, Search, + Prepay Letter Templates and Description/Global/Visible columns (empty), plus a placeholder key: customer and address, office contact, prepay discount name/value/description, portal prepayment and upsell links, letter date and offer expiry.
Blank letter form with required Description, office scope, Hidden/Visible and editable Body and Closing text boxes, with preview/text toggle and…
Full description
Where: Admin > Preferences > Customer Preferences > Prepayment Letter Templates > + Prepay Letter Templates Captured: 2026-11-02 16:40 UTC · Quality: clear
Blank letter form with required Description, office scope, Hidden/Visible and editable Body and Closing text boxes, with preview/text toggle and save/cancel. Nothing was saved.
Where: Admin > Preferences > Customer Preferences > Prepayment Letter Templates > + Prepay Letter Templates > preview Captured: 2026-11-02 16:40 UTC · Quality: clear
Preview of the blank prepayment letter. The services section is labelled 'Services Section NOT Customizable', so only the body and closing are editable. No letter was generated or sent.
Library of renewal notices sent to customers before or after a subscription's renewal or expiration date. Global filter, Search, + Renewal Notice and Description/Global/Before or After/Date Type/Min Days/Max Days columns; the list is empty.
Blank form with required Description, office scope, Before/After and Date Type (Renewal Date / Expiration Date), Min and Max Days, a rich-text body and a placeholder list (customer and bill-to details, renewal period, amounts with tax, billing/expiry dates, balance, frequency, agreement data). Nothing was saved and no notice was sent.
Library of reusable recorded or text-to-speech call messages. Global filter, Search, + Voice Message and Voice Message Name/Visibility columns (empty), plus placeholder help for customer first name, last name and address.
Blank voice message with required Name, office scope, a + Voice Message Item button and save/cancel. No visibility selector is shown. No call was made.
The draft message after adding one item: Order (only 1 offered), Type Text/Audio with Text selected, a required Text box for speech content and a remove link. Nothing was saved.
The Email Dashboard reports on emails sent to customers. Filters: Date Sent range, Email Categories (catalog includes customer email, payment receipt and failure, invoice, appointment reminder, contract signature request, account statement, renewal notice and several trigger-driven types), Offices and Group By, with Refresh and Export Excel. This initial page shows no statistics yet; capture 456 shows the result after Refresh.
After Refresh the dashboard shows a chart and one grouped row for the last month: Contract Signature Request emails, 0 delivered and 32 not delivered, with 0 opens and 0 clicks. Columns are Office, Email Category, Delivered, Not Delivered, Opened, Clicked, Total Opens and Total Clicks. No reason for non-delivery is shown.
Lets the office review and send appointment reminders for the day.
Full description
Where: Scheduling > Day view > Reminders Captured: 2026-11-02 21:01 UTC · Quality: clear
Lets the office review and send appointment reminders for the day. Columns: customer, service type, red notes, special scheduling, and per-channel SMS, Email and Voice status; the one pending appointment shows SMS Undeliverable, Email and Voice Off, status Turned Off. Buttons toggle all reminders or each channel and Send Reminders; the dialog was canceled without sending. A persistent SMS registration warning banner is visible.
Customer Communication: The office settings page with 35 edit groups for channel defaults, delivery, and message templates. Observed280-customer-communication
Default SMS / Default Voice / Default Email: Whether new customers get each channel switched on. All Yes in this account. Not consent. Observed281-customer-communication-preferences-editor
Ignore Max Per Minute: Option on the manual email and voice composers that sends at once instead of following the office's per-minute cap. Checked by default. Observed017-customer-send-email, 019-customer-send-voice
Snail Mail: FieldRoutes' word for postal mail: invoices, statements, letters and prepay offers sent by post. Snail Mail Statements is a menu label only; the screen does not say who mails it or what it costs, except the Tear Sheet tooltip ($0.20 extra per snail-mail statement with a tear sheet). Observed513-receivables-actions, 247-trigger-action-mail
Email Category: A label for outgoing emails (description, office scope, visible/hidden, system flag). The account list is empty, but the Email Dashboard shows a built-in catalog of about 25 categories. Observed321-email-categories, 455-customer-email-dashboard
Email Template: A reusable HTML email body with a placeholder key. No subject or category field in the editor. Observed324-email-template-editor
Renewal Notice: A notice sent a number of days before or after a subscription's renewal or expiration date. Observed343-renewal-notice-editor
Prepayment Letter Template: A letter offering to prepay a plan. Body and closing are editable; the services section is "NOT Customizable". Observed339-prepayment-letter-preview
Billing Letter Template: Text inserted into a customer statement, chosen by days past due and failed-card status. Not a standalone email. Observed204-billing-letter-templates; admin controls
Accounts Receivable Hold Time: Days to wait before re-sending a statement by the same method (residential and commercial separately). False friend: not a service freeze and not a subscription hold. Observed285-communication-section-4-editor
Enhanced Answering Machine Detection: Voice calls wait for the voicemail beep before playing. Costs 1 cent extra per message. Observed283-communication-section-2-editor
Reminders (trigger type): The automation that sends appointment reminders days before, or at check-in. The manual says reminders run overnight. Observed239-trigger-reminders; Documented (Trigger Rules manual)
On My Way: A text the technician triggers while driving to the visit. Live Technician View adds a link showing the technician's proximity. Observed184-mobile-on-my-way
Send Message Options: The per-customer channel options that the bulk action "Remove Send Message Options" clears and "Rollback Send Message Options" restores. Exactly which preferences it affects is not shown. Observed432-customer-report-actions-menu
Marketing Pro: FieldRoutes' email/SMS/direct-mail automation add-on. Not enabled in this account. Observed374-app-launcher, 014-customer-admin
Partner Sites: Partner review/listing sites (PestReviews.org, SimplyPest.com) that need a permanent office slug first. Observed266-partner-sites-status
Social Network: Stored links to the company's social and review profiles. False friend: no account connection or posting. Observed223-social-network
Alerts: The office's internal notification queue. False friend: not alerts sent to customers. Observed378-alerts-dock
Note Type / Note Category: The type of each history entry on a customer (staff notes and system events, including sent emails, SMS, voice, reminders and webhooks) and the groups used to filter them. Observed333-note-types, 331-note-categories
Where it lives in FieldRoutes
Menus, pages and settings where this block appears 29 menu paths
Sending to one customer
Customers > Customer Card > Notes: Add Note, Add Task, Send Email, Send SMS, Send Voice and a note log by category (007-customer-notes).
Customers > Customer Card > Info: the SMS, Email and Voice preference checkboxes (004-customer-info). The new customer form has the same boxes, all checked by default (370-new-customer-form).
Customers > Customer Card > Admin: Email Pwd / Text Pwd (send portal password) and M Pro Sync (014-customer-admin).
Customers > Customer Card > Billing > Add Additional Contact: SMS/Email/Voice preferences per extra contact (454-customer-additional-contact-editor). Admin > Business Contacts > + Business Contact: the same preferences on reusable contacts (364-business-contact-editor).
Scheduling > Day view > Reminders: review and send the day's appointment reminders (518-day-reminder-controls). Scheduling > Day view > Print: print service notifications, only for customers without email or who prefer paper (520-daily-route-print-options).
Customers > Prepayments: find customers to offer prepayment, with Mail and Email columns (460-customer-prepayments).
Settings and libraries
Admin > Preferences > Customer Preferences: the 22-entry menu that holds most message libraries (128-preferences-customer-menu).
Reporting > Office Stats: counts of sent emails, SMS, calls, letters and reminders per office staff member (497-office-stats-results).
Bottom dock > Alerts: the office's notification queue (378-alerts-dock). Bottom dock > Resources > Knowledge Base: vendor help, including Marketing Pro docs (380-knowledge-base-in-product).
Messages read channel preferences from Customer account: SMS/Email/Voice checkboxes on the customer, additional contacts and business contacts, Prefers Paper, and the Notes log (004-customer-info, 007-customer-notes).
Messages are paid for through FieldRoutes' own usage billing on the FieldRoutes hub: $0.04 per SMS and $0.05 per voice unit at capture, with inbound and outbound counts. These are observed account rates, not public prices; a zero total does not prove the account cannot send (362-admin-usage).
Sending one message from the Customer Card (observed up to the composer; nothing sent)
Staff open the customer, go to Notes and choose Send Email, Send SMS or Send Voice (007-customer-notes).
Email: recipient address, Subject, Email Category selector (no categories in this account), rich-text body, Ignore Max Per Minute (checked). Buttons Cancel, Finish In Window, Send (017-customer-send-email).
Voice: pick a prerecorded voice message from the library (none listed here), Ignore Max Per Minute, Send (019-customer-send-voice).
SMS: the button is greyed out, and a red banner says there was an issue processing the account's SMS/text registration and to contact Support. No SMS composer could be opened (018-customer-send-sms).
Result: not tested. The Notes log has an SMS/Voice/Email category, but the domain model warns that visible categories do not prove every action is logged automatically (domain model).
Notes and tasks as the communication log (observed)
The Notes tab filters by category: Appointment, Billing, Cancel/Reinstatement, Convenience Payments, Customer Contacts, Customer Replies, General, Important system notes, Marketing Activities, PO Numbers, Red Notes, SMS/Voice/Email, System Notes, Uncategorized (007-customer-notes).
Add Note records a dated note with one of about 20 types (for example Billing Notes, Cancel Request, Phone Call, Location Instructions, Red Note). Two selectors control whether technicians and the customer can see it (015-customer-add-note). Add Task records status, due date, assignee and category (016-customer-add-task).
Note Types has about 70 types, mostly system types without an edit link. Note Categories groups them, and one type can sit in more than one category; for example, Scheduling Notes is in both Appointment and Billing. Selectable types include contract, document, form and receipt email/SMS; group email/SMS/voice; reminder and reply; marketing; payment-profile removal; HTTP Hook; customer portal and subscription events; tasks; red and yellow notes (331-note-categories, 332-note-category-editor, 333-note-types, 334-note-type-editor). Customer and note admin belong to Customer account.
Automated messages through Trigger Rules (observed as unsaved editors; nothing fired)
A rule picks one of 12 trigger types. Those that matter most for messages are Reminders, Renewal, Appointment Status, AR, Customer Status, Subscription Status, Subscription Due for Service and Subscription PO. The full engine is on Integrations and API.
The rule adds one or more message actions:
Send Email: Ignore Contact Prefs Yes/No, Title, Type (Email Statement or New Email Message), rich-text message (244-trigger-action-email).
Send SMS: a required message field. The account's SMS registration banner limits any delivery conclusion (245-trigger-action-sms).
Send Voice: Ignore Contact Prefs, Voice Type (new text-to-speech or pre-recorded), message text. The pre-recorded sub-editor was not opened (246-trigger-action-voice).
Send Snail Mail: Send Letter or Send Statement, rich-text message. Fulfilment and cost are not shown (247-trigger-action-mail).
Show Placeholders lists the 24 variables a message can use: portal login link ({{loginLink}}), portal URL ({{portalURL}}), {{username}} (which the list defines as the "FieldPortals Account Number", not a staff or login user name), customer ID/number, customer and billing name and address, email, total due, balance age, responsible balance and days past due (546-trigger-placeholders-clear).
Reminders trigger: fires a number of days before the appointment or at check-in. Filters: multi-unit, property type, initial service, include/exclude service types, appointment/customer/subscription flags, divisions and regions (239-trigger-reminders).
Renewal trigger: fires days before or after the due, expiry, next billing or renewal date. Filters: account and subscription status, multi-unit, property type, has initial service, Has Email, Prefers Paper, min/max renewal amount, and include/exclude service types, flags, divisions and regions (240-trigger-renewal).
Appointment Status trigger: status changed to canceled, completed, not serviced, pending, rescheduled or scheduled, on save or after a time, with visit and segment filters (233-trigger-appointment-status).
Documented (Trigger Rules manual, not tested): reminders run overnight and can miss late bookings. Blank filters include everything, but selecting the current types does not include types added later.
Appointment reminders (observed; nothing sent)
Three sources shape a reminder: the Reminders trigger, the per-service-type switches (Send Reminders, Custom Reminder Text up to 1200 characters, Custom Reminder Calls with MP3 intro and outro recordings around a generated date/time/address announcement) and the Customer Communication templates (SMS group 5, email group 10). Voice Reminder Confirmation sits in group 0 (540-service-type-editor-clear, 286-communication-section-5-editor, 291-communication-section-10-editor).
Customers can reply. A YES reply gets the group 6 auto response. Any other text except the keywords YES, SUBSCRIBE, STOP, QUIT and HELP gets the group 7 default. A blank template falls back to a built-in default. Group 0 "SMS Reply Auto Response" is No / Yes / Appointment Confirmations Only (287-communication-section-6-editor, 288-communication-section-7-editor).
The day view's Reminders dialog lists the day's appointments with customer, service type, red notes, special scheduling and SMS, Email and Voice status. Staff can toggle all reminders or each channel and press Send Reminders. The one pending appointment showed SMS Undeliverable, Email Off, Voice Off, status Turned Off. The dialog was cancelled (518-day-reminder-controls; routing findings).
Reporting > Reminder Responses lists customer replies by service date, sent date or response time. It was blank (090-report-reminder-responses).
After the visit: follow-up, service notification and review request (observed settings; nothing sent)
Service Follow-up Email timing (group 0): Upon Approval, do not send automatically, upon completion, 30 minutes or 1 hour after completion (281-customer-communication-preferences-editor). Each Service Type also has Send Followup Emails and Attach Follow-up Invoice Details (540-service-type-editor-clear).
Content: the follow-up body (group 19, with technician, property and date placeholders); a section for service types not completed or no-shows inside a completed appointment (group 20); caution statements shown above the billing summary on service notifications and in follow-up emails (group 21). The existing caution wording is not proof of treatment or safety compliance (300-communication-section-19-editor, 301-communication-section-20-editor, 302-communication-section-21-editor).
Attachments (group 0): Show Invoice on Service Notification/Follow-up; Attach Invoice to Follow-up Email (billing address only, service address only, both if different, or do not attach); Attach Service Notification to Follow-Up. A Follow-up PDF Attachment upload sits outside the 35 groups (280-customer-communication).
Review request in the follow-up email: Custom Review Header (max 50 characters, group 24), Custom Review Message (rich text, max 2000 including links, group 25), and a review link option: hide, show customer portal link, or show a custom link in email only (group 27). Enable Customer Portal Reviews (group 26, Yes here) removes portal review fields when off and affects website review collection for Marketing Suite/PestReviews users (305-communication-section-24-editor, 306-communication-section-25-editor, 308-communication-section-27-editor, 307-communication-section-26-editor). Documented: positive portal feedback can prompt a separate social review (Customer Portal manual).
Staff can also print a notification or send a follow-up email or mail from the appointment (448-customer-appointment-detail). Route sheet printing can include service notifications (pending-approval ones are excluded), optionally only for customers without email or who prefer paper (520-daily-route-print-options).
Reporting > Customer Feedback lists service ratings by star rating and favorite. It was blank (075-report-customer-feedback).
Plan welcome, renewal and prepayment messages (observed templates; nothing sent)
Renewal Notices: a library of notices with Before/After, Date Type (Renewal Date or Expiration Date), Min and Max Days and a rich-text body. The placeholders cover customer versus bill-to details, property and subscription status, renewal period, recurring and period amounts with tax, billing, expiry, last-notice and initial dates, balance, due, frequency, agreement data and Sentricon/SAD data. The list is empty (342-renewal-notices, 343-renewal-notice-editor).
Customers > Prepayments finds customers to offer prepayment (Service Plan required, Property Type, Overdue Balances), with Mail and Email columns. No plan could be picked, so the table was empty (460-customer-prepayments). Reporting > Prepayments tracks offers sent: communication method, value, discount, tax, payments collected, total offers, accepted base and upsell offers. Zero rows (087-report-prepayments).
Reporting > Renewals lists subscriptions due for renewal (default window about six months back to one month ahead). It was blank (091-report-renewals).
The extensive template texts were only partly visible: groups 11 to 14, 33 and 34 scroll inside their boxes, so only the first lines were captured.
The account's history shows this channel was used: the Email Dashboard reports 32 Contract Signature Request emails in the last month, 0 delivered, 0 opens, 0 clicks. The Alerts queue has 213 unread entries, many about service agreements being sent and signed, some by a system/API actor (456-customer-email-dashboard-refreshed, 378-alerts-dock). Agreements themselves are on Service agreements and renewals.
Statements, collections and payment messages (observed menus; nothing sent)
Accounts Receivable > Actions: Send Message, Print Statements, Snail Mail Statements, Email Statements for selected accounts. AR rows show Send SMS, Send Voice, Email Statement and Print Statement status. Some cells already read Undeliverable, Sending or Printing; the research did not trigger these (513-receivables-actions, 042-accounts-receivable; billing findings).
Statement content: Billing Letter Templates add text by Minimum/Maximum Days Past Due and Invalid Payment Method (No/Yes/Any), max 2000 characters, with billing-name, last-service-date, balance-age and days-overdue placeholders (204-billing-letter-templates). Invoice footer (group 8, max 1000) and statement-and-invoice footer (group 9) are on Invoicing and billing terms. Account Statement Tear Sheet (group 3) adds a tear sheet to printed or mailed statements, $0.20 extra per mailed statement, No here (284-communication-section-3-editor). Accounts Receivable Hold Time (group 4) waits 15 days (residential and commercial) before re-sending a statement by the same method (285-communication-section-4-editor).
Customer Card > Invoices shows Last Letter and Last Email (None Sent here) and Email / Snail Mail / Print; an invoice's Actions offer Email Invoice and Snail Mail Invoice (010-customer-invoices, 440-populated-customer-invoices, 442-existing-invoice-actions). Group 0 "Attach Invoice to Email" chooses content only or content plus PDF.
Bulk messages from customer search (observed menu; nothing run)
The Customer Search Actions menu states each action's scope. Send Message, Send Password Recover, Send Email From Template and Remove Send Message Options act on the current page only. Rollback Send Message Options reverses a prior batch, independent of the current view. By contrast, flags, price update and Bulk Freeze act on all matching records (432-customer-report-actions-menu; customer search).
On My Way (observed; disabled)
The technician sends an en-route text from the mobile app. Live Technician View adds a link showing the technician's proximity and needs the Customer Portal; the basic text does not. Technicians must allow app location access. The message has placeholders for customer names, ETA, office (external name), service, address, technician and live link. The page says SMS is configured and the portal is on, but both checkboxes and Save are disabled, for an unknown reason. Do not blame missing SMS or an off portal (184-mobile-on-my-way; admin findings). Mobile behavior is on Mobile app.
Email results (observed)
The Email Dashboard filters by Date Sent, Email Categories, Offices and Group By (Email Category and Office). It has Refresh and Export Excel, a chart (Total Emails, Delivered, Not Delivered, Opened, Clicked, Total Opens, Total Clicks) with a week selector, and a grouped table. After Refresh, the only row was Contract Signature Request: 0 delivered, 32 not delivered. No failure reason, recipient, retry or SMTP detail is shown, and zero opens do not show whether tracking is on (455-customer-email-dashboard, 456-customer-email-dashboard-refreshed; customer reporting). The category catalog: Generic Customer Email, Followup Service Email, Customer Email, Payment Receipt, Payment Failure Email, Invoice, Appointment Reminder, Document, Form, Contract, New Account, Password Recovery, Contract Signature Request, Account Statement, AR Trigger Balance, Renewal Trigger, Customer Status Trigger, Subscription Status Trigger, Appointment Status Trigger, Activity Alert, Renewal Notice, QuickBooks Trigger, ACH Return Trigger, Chargeback Trigger, Subscription PO Trigger. These options are marked hidden in the saved text and were not opened.
Message activity per staff member (observed)
Office Stats > Stats to Include counts message work per office staff member, among them: # of Sent Emails, Phone Calls, Voice Mails, Emails, Letters, Statement Emails, Statement Letters, Reminder Replies, SMS Sents, SMS Replys, Snail Mails, Voice Messages, Service Notifications, Email/Voice/SMS Appointment Reminders, Receipt Emails, Receipt SMSs, Contract Emails, Contract SMSs, Document Emails, Password Recovery Emails, Form Emails, HTTP Hooks, Renewal Emails/Snail Mails/Voice Messages/SMSs/Prints, Marketing Pros, Group Emails/Voices/SMSs and Service Feedbacks (497-office-stats-results; full list in reporting controls). The report itself is on Reporting and analytics.
Rich-text editors offer Format, Bold, Italic, Strikethrough, Lists, Link and Line. The placeholder sets differ between SMS, follow-up emails, reminders, signature email, payment text and WDO report notices.
Template libraries
Library
Controls (Observed)
Email Categories
Global, System (Yes/No/All) and Visibility filters, Search, + Email Category; editor: Description (required), office scope, Hidden/Visible. List empty (321-email-categories, 322-email-category-editor).
Email Templates
Global filter, Search, + Email Template; editor: Description (required), office scope, Choose File, Placeholders in Use, preview, html (box labelled "Enter Form Template HTML here"), save/cancel/delete. Placeholder key: office/license/logo, customer, service address, bill-to address and contact. Rules on screen: office owns the content, script tags are removed, placeholders need matching braces and no spaces. List empty (323-email-templates, 324-email-template-editor, 325-email-template-html).
Voice Messages
Global filter, Search, + Voice Message; columns Name and Visibility. Editor: Voice Message Name (required), Visibility (Specific to this office / Available to all offices, the latter selected), + Voice Message Item; item: Order (only 1 offered), Type Text/Audio, Text (required) or Choose File, remove. Placeholders: customer first name, last name, address. List empty (354-voice-messages, 355-voice-message-editor, 356-voice-message-item, 357-voice-message-audio-item).
Renewal Notices
Global filter, Search, + Renewal Notice; columns Description, Global, Before or After, Date Type, Min Days, Max Days. Editor as described above; new state Before Renewal Date (342-renewal-notices, 343-renewal-notice-editor).
Company Name, Internal Office Name and External Office Name (the external name feeds the office-name placeholder), phone, email, website, SMS/Voice Number (read-only; contact support to change), Email Domain Authentication (shows Authenticated; deliverability not tested), Time Zone. The Invoice Address prints on invoices, statements, service notifications and email correspondence and may be a P.O. box.
Other controls
On My Way: On My Way checkbox, Live Technician View checkbox, Message Content, Insert Placeholder, Save; all disabled here (184-mobile-on-my-way).
Partner Sites: two office slug fields and Save Office Slug; the slug is permanent (266-partner-sites-status).
Marketing Pro SMS Configuration: columns Office, Marketing Pro Status, SMS Status, Marketing Pro, SMS (267-marketing-pro-settings).
Day Reminders dialog: Search, Toggle All Reminders / Voice / Email / SMS, Send Reminders, Cancel (518-day-reminder-controls).
Route sheet print: Print Service Notifications, Only customers without email, Only customers who prefer paper (520-daily-route-print-options).
Message-related audits: Active Customers without an email address (0 missing emails) and Customers with differing e-mail addresses (0), two of the 19 Audit checks (472-audit-missing-email, 474-audit-differing-emails).
Notes report: basic Date, Offices, Customer ID; advanced Customer Name, Note Types, Employees, Company, Content, Customer Status, Visible to Cust, Visible to Tech; columns CustomerID, Customer, Notes, Date, Contact Type, Recorded By, Visible To Customer, Visible To Tech; zero entries (481-notes-report-revisited, 482-notes-advanced-filters).
What the research did not prove
No message of any kind was sent, so delivery, reply handling, consent enforcement, unsubscribe handling, failure recovery and task notification were not tested. Opened controls show labels only.
SMS readiness: the SMS/text registration error banner shows across Admin pages, Send SMS is greyed out and the reminder dialog shows SMS Undeliverable. This is a limit of this account, not proof that FieldRoutes lacks SMS. On My Way reports SMS configured and portal on but disables its controls. The indicators conflict and no single cause is established.
Email delivery: 32 Contract Signature Request emails were not delivered and no reason is shown. Email domain authentication shows Authenticated, but deliverability was not tested.
Marketing Pro: the tooltip says not enabled; the settings capture saved an empty table. The capture owner later reported a live row with Marketing Pro "Not Onboarded" and SMS "Not Enabled", but that row was not saved, so a recapture is needed. Marketing Pro is not shown to be absent from the product.
Template content: groups 11 to 14, 33 and 34 show only the first lines. Placeholder names do not prove correct substitution. Template wording (caution statements, footers, payment authorization) was not reviewed for legal or safety adequacy.
Unverified details: the Ignore Max Per Minute and Ignore Contact Prefs overrides and who may use them; how per-minute caps treat queues and time zones; whether the overlapping reminder, AR and renewal rules can contact a customer twice; unsubscribe behavior of Email Categories; what "Remove Send Message Options" clears; Snail Mail fulfilment and cost; accepted audio formats for voice items; the custom review URL field (not opened); the prerecorded-voice sub-editor of the trigger action (not opened).
Empty or blank screens: Email Categories, Email Templates, Voice Messages, Renewal Notices and Prepayment Letter lists are empty. Reminder Responses, Customer Feedback, Renewals, Expiring Cards and Expiring PO show blank results. Prepayments has no plan to choose. The Notes report shows zero entries for the day. The early Notes report (086) was still loading, and the early Collections view (044) never loaded; both were superseded by later captures.
Alerts were only partly visible (the pane scrolls), and the in-product Knowledge Base was seen at its landing page only.
The Communication Options and Notes Tab manuals are indexed but were not read.
Ideas for Our CRM
Agent proposals, not decisions
Proposal: one place that shows per channel whether it is ready (registration, sender, domain) and why not, so status signals cannot contradict each other the way SMS and On My Way do here.
Proposal: store a delivery record per message with a failure reason, since FieldRoutes' dashboard reports "not delivered" with no cause.
Proposal: let staff see for each reminder why it was sent and whether it reached the customer (assessment acceptance question).
Proposal: track who may override contact preferences or rate limits, and log each override.
Proposal: guard against duplicate contact when several automated rules (reminder, AR, renewal) hit the same customer.
Proposal: keep the three "hold" ideas apart in the data model and the UI: A/R statement hold, subscription hold and account freeze.
Proposal: keep one message event with per-channel bodies (SMS, email, voice, letter) rather than separate unrelated settings, while keeping FieldRoutes' clear channel-specific limits.
Proposal: test internal-note visibility and task ownership before go-live, as the assessment asks.
Official FieldRoutes manuals
Trigger Rules (updated 2026-10-28): reminders run overnight and can miss late bookings; blank filters include all; backdated AR rules; read in manual findings.
Customer Portal: Overview (updated 2026-10-09): email portal links sign in automatically and expire after two weeks; customers manage contact and reminder information; positive feedback can prompt a social review; read in manual findings.
Screenshots kept in other blocks that also matter here 58
004-customer-info · Customer Card, Info tab(Customer account): The Info tab holds the customer's core record: name, two phones, email, company name, Source and Sub-Source, Residential/Commercial, Single Unit/Multi Unit/Structures, Sub-Property Type, Special Scheduling text and SMS/Email/Voice preference checkboxes.
010-customer-invoices · Customer Card, Invoices tab (empty account)(Invoicing and billing terms): The Invoices tab shows the customer's Account Summary (balance and age, Last Letter and Last Email both None Sent), Email / Snail Mail / Print statement controls, a Payments area with + Add Payment, and side links to Account Balance Summary and + New Invoice.
014-customer-admin · Customer Card, Admin tab and access history(Customer account): The Admin tab holds account administration: customer number and portal Customer Link, Email Pwd / Text Pwd (send portal password), M Pro Sync (tooltip: Marketing Pro is not enabled), Merge, Portal Login, Products, Move, Remove, Reset ECA, Active and Freeze.
044-collections · Collections, early view(Payments and collections): Collections is the review list of overdue accounts for follow-up or sending to a collection agency.
079-report-expiring-cards · Expiring Credit Cards(Payments and collections): Finds stored credit cards that expire between a start and end month, filtered by customer status (any, active, frozen) and office.
080-report-expiring-po · Expiring PO Numbers(Commercial accounts): Finds purchase order numbers that expire in a date range, filtered by subscription status, office and whether a future PO number is already on file.
086-report-notes · Notes report (still loading)(Customer account): The Notes report was selected in the menu, but the page header still reads 'Monthly Services' and the body shows a loading spinner.
128-preferences-customer-menu · Customer Preferences menu(Customer account): Expanded list of the 22 customer-related setup pages: contact types, cancellation/hold reasons, contract templates and terms, customer communication, sources, divisions, email categories and templates, form templates, flags, note categories and types, prepayment discounts and letters, property estimation units, renewal notices, route regions, skip reasons, structure templates, sub-property types and voice messages.
135-settings-service-type-form · New Service Type form(Service agreements and renewals): Large definition form that sets one service's whole policy: appointment frequency and season, contract length and signature, allowed products, commission percentages, tax, minimum charges, separate billing frequency and initial-invoice timing, initial and recurring invoice templates, skills and Fill Routes buffers, follow-up and reminder communications, and mobile-sales visibility.
196-office-info · Office Info overview(FieldRoutes hub): The office's own setup page with separate sections: contact info, legal business info, authorized contacts, invoice address, physical location, territories, logo and map position.
229-trigger-rules · Trigger Rules list(Integrations and API): List of event-based automation rules with Global and Visibility filters, search and + Trigger; columns Trigger Type, Description, Global, Start Date, End Date, Active.
232-trigger-rule-placeholders · Trigger message placeholders(Integrations and API): Reference list of variables usable in automated messages: customer and billing name and address, account and portal login link, amount due, balance age, responsible balance and days overdue.
233-trigger-appointment-status · Trigger type: Appointment Status(Integrations and API): Filters for an appointment-status trigger: status changed to (canceled, completed, not serviced, pending, rescheduled, scheduled), on save or after a time, initial service, locked period, multi-unit, appointment type, and include/exclude service types, flags, divisions and regions.
240-trigger-renewal · Trigger type: Renewal(Integrations and API): Renewal automation: days before or after due, expiry, next billing or renewal date, with account and subscription status, property type, initial service, has email, prefers paper, renewal amount range and segment filters.
266-partner-sites-status · Enable Partner Sites, office slug setup(Integrations and API): Before partner sites such as PestReviews.org and SimplyPest.com can be enabled, the office needs a permanent URL 'slug' (company subdomain, dash, office identifier, lowercase letters only).
331-note-categories · Note Categories list(Customer account): Groups note types into categories for viewing customer history (for example Appointment, Billing, Cancel/Reinstatement, Customer Contacts, General and Red Notes).
332-note-category-editor · Note Category editor (new)(Customer account): Blank form with required Category name, office scope and a Note Types multi-select covering staff notes and system events (contract, form and receipt messages, reminders, marketing, portal and subscription events, tasks, red/yellow notes).
333-note-types · Note Types list(Customer account): Catalog of individual note types (about 70), most of them system types such as Billing Notes, Cancel Request, Contract Email or Convenience Payments.
362-admin-usage · FieldRoutes account billing: Usage(FieldRoutes hub): Usage-based fees for a selected date range with a Refresh button: SMS (outbound, inbound, total, cost), Voice (outbound, inbound, total, cost) and Intelligent Routing (routes optimized, total).
364-business-contact-editor · Business Contact editor (new)(Customer account): Blank contact form: first/last name, company, email, address, two phone numbers with extensions, Additional Contact Type, Visible/Hidden and SMS/Email/Voice preference checkboxes, with save/cancel.
380-knowledge-base-in-product · Knowledge Base inside FieldRoutes(FieldRoutes hub): The vendor help center embedded in the app: search, categories for Operations Suite, Mobile Apps and FieldRoutes Payments, add-on docs (Marketing Pro, Sales Pro, Fleet Pro), release notes, FAQs, webinars and role-based onboarding videos (system admin, office manager, CSR, technician).
454-customer-additional-contact-editor · Billing tab, Add Additional Contact editor(Customer account): The additional-contact editor records another person or company for the account: Contact Reason (Billing shown), Contact Type (Other shown), name, company, two phones with extensions, email, address, SMS/Email/Voice preferences and a Business Contact checkbox.
497-office-stats-results · Office Stats, card view(Reporting and analytics): Office Stats after Refresh: an office header, a roster of office-staff cards with activity counts and daily averages, and a Staff Performance Chart grouped by day, week or month.
505-collections-revisited · Collections, loaded(Payments and collections): The collection accounts list loaded with 30 overdue accounts: balance, age, earliest due date, days overdue, contact and location, account status, collection stage, subscriptions on hold, AutoPay and payment status and last payment.
506-collections-advanced · Collections, advanced filters(Payments and collections): Adds the advanced collection criteria: AutoPay type and status, property type, paper/email preference, max monthly, include/exclude collection stage (not sent, pending, sent), minimum balance, On Hold and customer flags, over the same 30-row loaded list, where all 30 rows are checked.
512-receivables-advanced-filters · Accounts Receivable, advanced filters(Payments and collections): Shows the AR configuration choices: balance age, payment due and days overdue filters, paper/email preference, max monthly, Group By Bill To or Invoice, Determine Aging By account balance or individual invoice balances, Aging Start Date invoice date or due date, Convenience Payments invoices (exclude, include, only), collection stage and flags.
513-receivables-actions · Accounts Receivable, Actions menu(Payments and collections): The AR bulk Actions menu offers Send Message, Print Statements, Snail Mail Statements (paid postal mailing) and Email Statements for selected accounts.
520-daily-route-print-options · Route sheet print options(Routing): Options for printing technicians' route sheets: style (none, compact, default, expanded), separate groups, print service notifications (pending-approval notices excluded), only customers without email or preferring paper, include overbooked services and technician selection.
540-service-type-editor-clear · Service Type editor (new, clear recapture)(Service agreements and renewals): Full blank Service Type definition without the onboarding bubble: identity and GL account, appointment frequency, follow-up delay and length, season, contract lengths, allowed products, commission percentages, billing terms and frequency, minimum charges, initial and recurring invoice templates with production value, skills, Fill Routes buffers, reservice flag, reminder and follow-up email options and sales-rep visibility.
546-trigger-placeholders-clear · Trigger Rule placeholder catalog (AR trigger)(Integrations and API): The unsaved AR trigger rule with Show Placeholders expanded, listing all 24 message variables: portal login link, portal URL and account number, customer ID/number, customer and billing name and address, email, total due, balance age, responsible balance and days past due.
Research sections used for this page 84
The original research reports are kept unchanged in the archive. These are the sections that speak about this block:
admin/controls.md › Business Contacts: Business Contacts: reusable partner/referral contacts that are not customers, with visibility filter, export, contact fields, contact type and SMS/email/voice preference checkboxes.
admin/controls.md › Customer Preferences menu: Index of the Customer Preferences menu with a one-line purpose for each entry (contact types, cancel reasons, contracts, communication, sources, divisions, email/form templates, flags, notes, prepayment, estimation units, renewals, regions, skip reasons, structures, sub-property types, voice messages).
admin/controls.md › Service Types list and editor: Service Types list and full editor: frequency, contract lengths, allowed products, commission %, billing terms/frequency, minimum charges, initial/recurring invoice templates and production value, skills, Fill Routes buffers, reservice, reminder/follow-up settings, sales visibility.
admin/controls.md › Social Network and Time Clock: Social Network links (platform URL, promoted, active) and Time Clock categories (paid/unpaid, transition rules) and weekly Time Clock settings (clock-in windows, max hours, blocked days, reset time).
admin/controls.md › Trigger Rules through QuickBooks type: Trigger Rules engine: trigger types (ACH return, AR, appointment status, auto payment, chargeback, customer status, QuickBooks...), their filters, AR action list (flags, invoices, freeze, hold, email/SMS/mail/voice, collections stage, webhook) and placeholders.
admin/controls.md › Remaining Trigger event filters: Remaining trigger event filters: reminders, renewals, subscription due, subscription PO expiry and subscription status changes, with segmentation by service types, plans, flags, divisions, regions.
admin/controls.md › Named map of communication groups2–34: Named map of communication groups 2-34: answering machine detection, statement tear sheet, AR hold time, reminder and auto-reply SMS, invoice footers, prepay templates, e-consent, signature email/SMS, follow-up emails, caution statements, welcome/renewal SMS and voice, reviews, portal signing messages, auto-payment text.
admin/controls.md › Admin Billing / Usage: Admin Billing: the company's own FieldRoutes account summary, invoices and payments, payment card, SalesRoutes add-on status (frozen) and SMS/voice/routing usage rates; separate from customer billing.
admin/findings.md › Tenant limitation and remaining evidence: Tenant SMS registration error banner on all Admin pages, and the list of still-missing evidence (user merge, team membership, roles, custom fields, Composite Stat, Marketing Pro, contract preview, invoice/payment drilldowns).
assessment.md › How to read and extend this assessment: How to read the assessment and the evidence-status legend; notes Marketing Pro not enabled, SMS registration error, On My Way controls disabled, Mobile Sales frozen.
assessment.md › 8. Communications, tasks and customer follow-up: Communications and follow-up: notes/tasks on the customer, email/voice/SMS composition, SMS registration error, Customer Communication policy groups, global Tasks and Alerts docks, trigger message actions, Email Dashboard and undeliverable reminders.
assessment.md › 14. Mobile and customer portal: Mobile and customer portal: mobile defaults/gates, checklist and bundle mobile settings, portal login, portal payment caps and access settings, portal link expiry, Contracts vs Forms signatures, On My Way / Live Technician View; nothing run as an end user.
assessment.md › 16. Automation and exception handling: Automation: Trigger Rules event types, filters and actions (invoice creation, messages, freeze, hold, collections stage, webhook), invoice-level vs responsible-payer scope, processor limits, manual warnings on backdated fees and overnight reminders.
assessment.md › Decision evidence still required: Acceptance scenarios still needed before fit is accepted: residential, commercial multi-property, plans/bundles, dispatch, technician execution, financial close, communications, reporting, security, compensation, automation, integration/exit.
customer-intake.md › Observed fields and controls: Field-by-field table of the intake form: names, phones, email, source/sub-source, property and unit mode, special scheduling, SMS/Email/Voice preferences, flags and status checkboxes, address/county/map/sq ft, tax rate, division, embedded map, Save/Close.
customer-populated-controls.md › Invoice detail and Actions: Invoice detail and Actions: dates and days to pay, no appointment date, billing account, line items, taxable, production formula, totals, Email/Print/Snail Mail/Delete/Credit Memo.
customer-populated-controls.md › Appointments: Appointments tab and detail: two pending visits, scheduled-by, route link, subscription/stand-alone/reservice selector, completion info (tech, time on site, interior), print/follow-up/mail buttons.
domain-model.md › Customers, properties and people: Core concepts: Customer Card and checkout, service vs billing address, Default Bill To payer, linked properties, merge, unit/structure modes, additional vs business contacts, staff roles; plus the purpose of each of the 12 Customer Card tabs.
domain-model.md › Money, communication and administration: Money, communication and admin concepts: AR/credits/prepayments, AutoPay, convenience payments, disbursements, FieldRoutes' own usage billing (hub), contract/form templates, trigger rules, access control profiles (users/permissions, no separate block), source/flag/reason/status; Marketing Pro and SalesRoutes not enabled.
evidence-quality.md › Corrections verified: Corrections table: which later captures supersede loading/clipped ones (form selector 451, maps 522-526, billing/report reloads, aging 537-538, settings recaptures 540-547, communication details, customer filters, subscription billing, Job Pool 556, Recommended Routes 557, reinstatement 558, invoice 443).
evidence-quality.md › Remaining rendering and coverage limits: Remaining rendering limits by capture: dilution calculator, global search 532, card entry 026/360, Composite Stat, Tasks, contract template, communication templates, employee photos, alerts/KB, session 384-385, dashboard, customer report controls, subscription, State Chemical 501-503.
evidence-quality.md › What this evidence supports: What evidence supports: opened controls show labels only; SMS registration error and undeliverable reminder limit delivery-readiness; checkout side effect.
reporting/findings.md › What is directly observed: Per-capture table of every Reporting page (six categories, 44 Office reports, Inventory, Locations, Technician/Office Stats, Form Lookup) with visible controls and what is unverified; notes which blanks were later resolved.
sources/official-source-checks.md › Corroborated business meaning: Public-source corroboration table: customer card, Conditions, Equipment as site devices, Properties, Service Type vs Plan, prospect/lead/customer, grouping/optimise/assign, Fill Routes, Job Pool map, AutoPay, Convenience Payments, Forecast and cancellation reports, payments, disbursements, AR Oversight, prepayments/bundles, condition codes and appointment notes.
sources/official-source-checks.md › Direct manuals for the observed account surfaces: Indexed manual links per account surface (customer card tabs, subscriptions, billing, notes/communication, documents, appointments, invoices, properties, conditions, equipment, admin tab, Job Pool, routes, plans, AutoPay, credits/collections, batches, convenience payments, stored cards, disbursements); indexed only, not read.
