Overview

When a Moving Coordinator or Salesperson is assigned to an opportunity, SmartMoving can notify them whenever a customer sends an email or text message.

This ensures the correct assigned user is aware of and can respond to customer communications at the right stage of the move.

By default, assigned users receive notifications for both email and SMS messages. Each user can choose to opt out of notifications on a per-opportunity basis if they should no longer receive communication alerts.

Before You Start

You must be assigned to the opportunity as either the Salesperson or Moving Coordinator.
Notification behavior described in this article applies only to customer communications (email and SMS).
This functionality requires the Move Coordination feature to be enabled for your company.

Note: Estimators are not included in this communication notification workflow.

How Notifications Work

Incoming customer messages

When a customer sends an email or SMS on an opportunity:

The message is logged on the opportunity.
A new notification is generated for each assigned, opted-in user.
The notification count (tray/bell indicator) increases by one for each new message.

Both email and SMS messages count equally toward unread notifications.

Notification visibility

Notifications appear:

In the opportunity’s communication or activity history
In the user’s global notification tray (unread count)

This allows assigned users to quickly identify new customer correspondence without opening each opportunity individually.

How To Do It

1) Assign a Salesperson or Moving Coordinator

Open the opportunity.
Locate the Salesperson and/or Moving Coordinator assignment fields.
Select the appropriate user from the dropdown.
Save the opportunity.

Result: The assigned user is automatically opted in to receive notifications for new customer emails and texts.

Note: Moving Coordinators may be assigned manually or automatically through Move Coordination automation rules. Notification behavior is the same regardless of how the assignment occurs.

Learn more about Automating Move Coordination Workflows here.

2) Opt out of notifications for an opportunity

Only users assigned as Salesperson or Moving Coordinator can opt out.

Open the opportunity.
Confirm you are assigned in one of the eligible roles.
Locate the opt-out option for customer communication notifications.
Select the option to opt out.

Result:

You no longer receive notifications for new customer emails or texts on that opportunity.
The notification tray count will not increment for messages related to that opportunity.
Existing notifications tied to that opportunity are excluded from your notification count.

Note: Opting out affects only your user account. Other assigned users continue receiving notifications unless they also opt out.

Visibility Rules

Who receives notifications?
- Assigned Salespeople and Moving Coordinators who have not opted out.
Who can see the opt-out option?
- Only users assigned as Salesperson or Moving Coordinator on the opportunity.
Who cannot see the opt-out option?
- Users not assigned to either role.

Best Practices

Assign the Moving Coordinator as soon as operational ownership begins to ensure timely customer responses.
Have Salespeople opt out once responsibility transitions to the Moving Coordinator.
Monitor unread notification counts to avoid missed customer messages.

💡 SmartTip: Use opt-out intentionally to prevent duplicate responses while maintaining clear ownership of customer communication.

Troubleshooting

I don’t see the opt-out option

Confirm you are assigned as the Salesperson or Moving Coordinator.
Users not assigned to either role will not see the opt-out setting.

My notification count isn’t increasing

Verify you have not opted out of notifications for that opportunity.
Confirm the message is a customer email or SMS (task notifications follow separate rules).