Overview
Send confirmation reminders to customers by text message and email from the Dispatch module or from a booked opportunity, and track which customers have confirmed their upcoming move.
How To Send Confirmation Reminders to All Customers
Use Send Reminders to send a confirmation reminder to every unconfirmed customer scheduled for a selected date.
Go to Dispatch > Schedule and click the Customer Confirmation tab.
Select the job date you want to confirm.
Click Send Reminders.
Review the number of customers, then click Send reminders to confirm.
The result: SmartMoving sends the Customer Confirmation Request template to each unconfirmed customer, and Reminder sent appears under their Not Confirmed status.
Customers who already confirmed their job are skipped, and if every customer for that date has confirmed, SmartMoving shows a message that there is nothing to send.
How To Send or Resend a Reminder for One Job
Go to Dispatch and click the Customer Confirmation tab.
Find the job in the list.
Click the three-dot actions menu on the job's row.
Select Send confirmation, or Resend confirmation if a reminder was already sent.
Check the email address and phone number that should receive the request, then click Yes, Proceed.
The result: the customer receives a fresh confirmation reminder, and the job shows Reminder sent until the customer confirms.
The Send Confirmation Request window lists each contact's email address and phone number as separate rows, so you can choose which channels receive the request. A channel with no email or phone on file appears grayed out.
How To Send a Customer Confirmation from an Opportunity
You can also send a customer confirmation from a booked opportunity without opening the Dispatch module.
Open the opportunity and go to the Estimate tab.
Click the arrow next to Confirm.
Select Send Customer Confirmation.
Check the email address and phone number that should receive the request, then click Yes, Proceed.
The result: the customer receives the same Customer Confirmation Request reminder, and the job's status updates on the Customer Confirmation tab in Dispatch.
Note: The Send Customer Confirmation option appears only on booked opportunities with an upcoming job.
How Customers Confirm Their Move
When you send a customer confirmation, the customer receives an email, a text message, or both, depending on the channels you select when sending.
The email includes the move date, estimated arrival window, service type, origin, destination, and a Confirm Your Move button.
The text message includes the customer's confirmation link.
The confirmation link opens a page branded with your company's logo and colors. The page shows the move date, estimated arrival, service type, origin, and destination, along with your company phone number in case the customer's plans changed.
To confirm, the customer opens the confirmation page and clicks Yes, confirm my move.
Note: Replying to the text message does not confirm the job. The customer must open the confirmation link and click Yes, confirm my move.
After the customer confirms, the page shows "You're all set." with a summary of the move, the customer's status changes to Confirmed on the Customer Confirmation tab, and a "Job confirmed" activity is logged on the opportunity.
Note: If no arrival window is set for the job, the confirmation page shows "We'll confirm the day before" as the estimated arrival.
How To Customize the Customer Confirmation Request Template
Go to Settings > Company Settings > Email / SMS Templates.
In the Active Opportunity section, open Customer Confirmation Request.
Edit the subject line, or use the Email Editor and SMS Editor tabs to edit each message.
Use the Email & SMS dropdown to choose whether the reminder sends by email, text message, or both.
Click Save Changes.
The result: all future customer confirmation reminders use your updated template. The Customer Confirmation URL merge field and the Confirm Your Move button insert each customer's unique confirmation link automatically.
š” SmartTip: Click Send Test Email to review the reminder in your own inbox before your first send, and confirm the wording matches your company's voice.
How To Mark a Job Confirmed Manually
If a customer confirms by phone or in person, mark the job confirmed on the Customer Confirmation tab.
Go to Dispatch and click the Customer Confirmation tab.
Click the three-dot actions menu on the job's row.
Select Mark confirmed.
Choose which contacts to notify, then confirm.
The result: the job shows Confirmed. To undo, select Mark not confirmed from the same menu.
Note: Sending a reminder does not mark a job confirmed. A job shows Confirmed only after the customer confirms or a team member marks it confirmed.
Confirmation Statuses
The Confirmation column on the Customer Confirmation tab shows one of the following:
Not Confirmed: the customer has not confirmed the job.
Not Confirmed with Reminder sent: a confirmation reminder was sent and the customer has not confirmed yet.
Confirmed: the customer confirmed the job, or a team member marked it confirmed.
FAQs
Do confirmation reminders go to customers who already confirmed?
No. Send Reminders skips every job that is already marked Confirmed, so customers are not asked to confirm twice.
Can a customer confirm by replying to the text message?
No. The text message includes the customer's confirmation link. To confirm, the customer opens the link and clicks Yes, confirm my move.
Where can I see that a confirmation was sent or received?
The Customer Confirmation tab shows Reminder sent under the job's status, and the opportunity's activity log records a "Job confirmed" entry when the customer confirms.
Can I resend a confirmation reminder?
Yes. Use Resend confirmation from the job's three-dot actions menu, or click Send Reminders again to resend to all customers who have not confirmed.