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Notification Settings

Control the automated notifications that Otesse sends to your customers and team members.

Customer Notifications

These are sent to customers at various stages of the service lifecycle:

NotificationTriggerChannelsConfigurable
Booking confirmationBooking createdEmail, SMSTemplate only
24-hour reminder24 hrs before serviceEmail, SMSOn/Off, template
1-hour reminder1 hr before serviceEmail, SMSOn/Off, template
En routeCrew checks in as travelingSMS, PushOn/Off
Service startedCrew arrives and beginsPushOn/Off
Service completedCrew checks outEmail, PushOn/Off, template
Invoice generatedInvoice createdEmailTemplate only
Payment receivedPayment processedEmailTemplate only
Payment failedPayment attempt failsEmail, SMSTemplate only
Subscription renewalSubscription billingEmailOn/Off, template

Configuring Templates

Each notification uses an email or SMS template from the Content Builders module. To customize:

  1. Go to Workflows > Content Builders > Email Templates (or SMS Templates)
  2. Find the template by category (auth, booking, payment, etc.)
  3. Edit the content, subject line, and merge variables
  4. Save and the updated template is used for all future notifications

Team Notifications

Internal notifications sent to your staff:

NotificationTriggerRecipients
New bookingCustomer booksAssigned crew, dispatchers
Booking cancelledCustomer cancelsAssigned crew, dispatchers
Booking rescheduledCustomer reschedulesAssigned crew, dispatchers
Schedule changeAdmin modifies scheduleAffected crew members
New customerCustomer signs upAccount managers
Payment overdueInvoice past due dateFinance team, account managers

Channel Preferences

Team members configure their own notification preferences in their account settings. As an admin, you can:

  • Set which notification types are mandatory (cannot be turned off by team members)
  • Set default preferences for new team members
  • Override individual preferences in emergencies

Quiet Hours

Set quiet hours during which non-urgent notifications are held and delivered later:

  • Customer quiet hours — Typically 9pm-8am local time. Marketing emails and non-urgent reminders are queued.
  • Team quiet hours — Configurable per team member. Urgent notifications (active service issues) bypass quiet hours.

Notification Logs

View a complete log of all sent notifications in Settings > Notification Logs:

  • Filter by type, recipient, channel, or date range
  • See delivery status (sent, delivered, failed, bounced)
  • Resend failed notifications manually
  • Export logs for auditing
Promotion CampaignsActivity Logs