SmartMoving Support

SmartMoving Labs gives you early access to experimental features so you can test, provide feedback, and help shape future SmartMoving tools, found under Company Settings → SmartMoving Labs.

SmartMoving Labs: Early Access to Innovation

Turn on Dark Mode in SmartMoving through SmartMoving Labs, then switch your own screen to the dark color scheme from your profile options and back again whenever you want.

How to Turn On Dark Mode (Beta)

Michelle Carone

Matt Honeycutt

Emma Zuckerman

Settings

Link your social media sites to SmartMoving to allow for your customers to review their experience.

Link Your Social Media Sites

How to configure and track the commissions your sales team earns.

Set Sales Commissions

Learn how company admins can manage Crew App and Pre-Move Survey App licenses, assign access by user role, monitor license usage, and request additional licenses from SmartMoving.

User Application Licenses

Office user profiles in SmartMoving capture structured contact info, emergency contacts, employment details, driver license info, background check dates, payroll details, and notes for each office user.

Managing Office User Profiles

Record background check status, dates, intervals, and notes for office users and crew members in SmartMoving to manage compliance from one place.

Tracking Background Checks for Office Users and Crew

Company Settings

Learn how the Custom CSS Editor in SmartMoving Company Branding shows a live character count and 15,000 character limit so you can keep your Customer Portal CSS within range before…

Company Branding

How to personalize your emails, documents, and customer portal with your company branding

The Storage Settings permission limits user access to just storage-related settings—without exposing full system configuration options.

Storage Settings Permission

General information and instructions on roles & permissions in the Company Settings.

Roles & Permissions

Roles come with out-of-the-box permissions associated with them, although as an admin, you can modify those permissions, if you wish.

How to customize your SmartMoving settings for more than one branch

Managing Branch Overrides

How to set up SmartMoving distribution lists company-wide or per branch, which notification types each list covers, and how company-wide and branch recipients combine.

Configuring Branch-Specific Distribution Lists in SmartMoving

Control who can view leads and opportunities by branch, with role-based and assignment-based permission overrides.

Lead and Opportunity Access: Branch-Based Permission Hierarchy

Step-by-step guides to creating and congifuring a new branch in SmartMoving 

Creating and Managing Branches

Why do I need to register my phone number?

Registering Your Phone Number

What SMS segments are and how they affect SMS billing

SMS Usage-Based Billing

What are nonstandard characters, and how can you view if you are using them?

SMS Segments and Nonstandard Characters

Fixes for a failed 10DLC SMS registration in SmartMoving, including business detail mismatches, and how to resubmit.

Troubleshooting a Failed SMS Registration

Everything needed to get your 10DLC SMS registration approved, including business details, website privacy policy and SMS terms language, opt-in consent wording, and how to get help.

SMS Registration: Keys to Success

Register your phone numbers for 10DLC, meet the website and consent requirements, and understand SMS billing and message segments.

SMS Setup & Registration

How do I change the list of reasons that appears when cancelling a move?

Managing Cancellation Reasons

How to add, rename, remove, and reorder the list of service types

Configure Custom Service Types

Add up to three custom fields to Opportunities to track PO numbers or other key info, auto-fill docs and reports for faster, accurate sales.

Adding Custom Information Fields to Opportunities

Customizing Property Types

Estimates

How to Define the Opportunity Types for Your Company

Opportunity Types

Learn how to create, edit, and manage valuation templates in SmartMoving so customers can select coverage options on their contracts.

Configure Valuation Templates

How to create handicaps for stairs, long carries, elevators, snow, etc. and set defaults

Create & Set Handicap Defaults

Rerating & Changing Tariffs: How Materials and Inventory Update

Ren Jones

Tariffs

What Changes if you Enable the Setting to Combine Sales and Estimator Statistics and Notifications?

Combined Sales and Estimator Statistics and Notifications

How do I change the list of reasons that appears when a lead is bad?

Managing Bad Lead Reasons

How do I change the list of reasons that appears when a lead is lost?

Manage lead lost reasons

How to set up and filter your leads using a custom status field

Configure Custom Lead Statuses

Learn how to archive and reactivate referral sources in SmartMoving settings, how the Active and Archived tabs work, and why archived sources stay on past jobs and reports.

Managing Referral Sources

Sales

Customer Portal Common settings control estimate signing, customer deposits, electronic signature requirements, and item-level activity logs under Settings > Customer Portal > Common.

Configuring Customer Portal Common Settings

Articles related to the Settings of the Customer Portal

Customer Portal

Document Types

Learn how to regenerate estimates, invoices, and contracts from the Opportunity page to reflect the latest job details.

Regenerating Documents from the Opportunity Page

What are the different widgets and tags in the document editor?

Document Widgets and Tags / Tokens

How do you get your document changes to take effect? What are the rules regarding how it works?

Updating and Applying Documents

How to create an invoice template and send an invoice to a customer

Create and Send Invoices

How to edit or create a storage document and the tokens that are supported for a storage invoice document.

Edit or Create a Storage Document

Learn how to use Declared Value token for each valuation option in SmartMoving Forms and Documents to automatically display accurate declared valuation amounts in customer-facing documents.

How to Use the Declared Value Token for Valuation Options in Forms and Documents

Forms and Documents

How to set sales commission base on pre- or post-discount totals

Customize How Discounts Affect Sales Commission

Configure every payment type your company offers in one place: turn types on or off, choose where each appears (Customer Portal, Web App, Crew App), reorder the list, and set…

Managing Payment Settings

Edit the card-on-file terms your customers accept before a card is saved, insert your company details, and find the signed agreement filed on the opportunity as proof of each acceptance.

Managing Payment Agreements

How to configure your Gross Profit Targets

Gross Profit Targets

How to enable and configure your Automatic Expense Rules to track your company's profitability.

Automatic Expense Rules

How to add, reorder, rename, or delete an Expense Categories that can be manually added to an opportunity's profitability.

Manual Expense Categories

See how SmartMoving calculates profit from selling materials alone vs. packing/unpacking charged per container.

How Revenue and Profitability Are Calculated for Materials

Learn how to configure and use Estimated Profitability in SmartMoving, including how to show or hide profit values, view dollar amounts, and understand how materials, truck, and fuel costs impact…

How to Use Estimated Profitability on Estimates and Leads

Accounting & Profitability 

Learn how to set the time of day for automatic pre-authorization in SmartMoving. Pre-authorization always runs one day before the job date at the hour you select.

Configuring Pre-Authorization Timing

Learn how to pre-authorize, capture, and void a credit card hold on an opportunity in SmartMoving. Voiding cancels an active pre-authorization and releases the hold while keeping a Voided record.

How to Pre-authorize a Payment

Learn how to configure automatic pre-authorization in SmartMoving, including per-opportunity control, timing, buffer percentage, and auto-capture settings for job payments. Admin access required.

Configuring Pre-Authorization Settings

Articles related to Pre-Authorization, how to place a pre-authorization hold on a customer's credit card in SmartMoving to verify funds before a job starts.

Pre-Authorization

Automate Move Coordination in SmartMoving with task templates, workflow rules, and role-based assignments to streamline scheduling, ensure accountability, and keep every move on track, without manual setup.

Automating Move Coordination Workflows with SmartMoving

Learn to configure lead routing automation in SmartMoving.

Automated Lead Routing

Learn to configure Follow-Up Reminder automation by creating custom rules.

Automated Follow-Up Reminders Rule Creation

Learn how SmartMoving notifies assigned salespeople and moving coordinators of customer emails and texts, how notification counts work, and how opting out affects message alerts on an opportunity.

How Moving Coordinators Are Notified of New Customer Messages When Assigned

Control whether additional automation rules run when they share the same trigger event.

Fire Multiple Automation Rules with the Same Trigger

Learn how to configure a task template in SmartMoving so a task is automatically created for every job on a multi-job opportunity, with due dates tied to each job's service…

How to Apply a Task to All Jobs in an Opportunity

Add a Send Email or Send SMS action to a SmartMoving automation rule so a sales template goes to your customer automatically, either immediately or on a schedule you set.

Sending an Email or Text Message From an Automation Rule

Articles related to Automation Rules and Task Templates

Workflow Automation

Learn how to configure these per Sales Person, and make sure they're enabled for your company in general.

Enabling / Disabling New Lead Notifications

How to update browser settings to hear SmartMoving notification sounds

Why Can I Not Hear My In-App Notifications?

Notifications

How to create, edit, and manage automated messages in SmartMoving

Customize Email & SMS Message Templates

Save a formatted email signature and a short text message signature on your SmartMoving Profile page, then add them to your sales templates with the signature tag.

Setting Up Your Email and SMS Signature

How to automatically insert customer, job, and company information into messages

Use Tags & Tokens in Email and SMS Templates

How to customize and manage crew en route and arrival messages

Crew En Route Notifications

A reference to every automated email and SMS notification SmartMoving sends, grouped by stage, including which notifications go to customers, users, crew, and distribution lists.

Automated Email Notifications

Why are the New Quote Response Notifications No Longer Sent via SMS for Leads Submitted by Lead Providers?

New Quote Request Response SMS Notification

Learn how the Valuation Selection Made notification works in SmartMoving, when it’s triggered, who receives it, and how to configure email and SMS delivery for assigned salespeople.

How to Configure the “Valuation Selection Made” Notification

Learn how the @ClaimsPortalUrl token works in Claim Acknowledgement emails and how customers can use the link to view the status of their most recent claim.

How the Claims Portal Link Works in Claim Acknowledgement Emails

Learn how to customize automated email and text message templates in SmartMoving, including tags, tokens, and crew notifications.

Email & SMS Templates

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