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Customer Notifications and Reminders in Workflow Template

## Customer Notifications and Reminders Workflow Template

The **Customer Notifications and Reminders** template helps automate customer communications throughout the lifecycle of a Work item. Using Workflow Automation, you can send appointment confirmations, appointment reminders, follow-up notifications, customer satisfaction surveys, and review requests without manual intervention.

This template improves customer communication, reduces missed appointments, and delivers a consistent customer experience from the time Work is scheduled through to completion and beyond.

![customer_notifications_and_reminders_in_dusk_fsm](https://help.duskmobile.com/uploads/markdown/20260625-123554-311.png "customer_notifications_and_reminders_in_dusk_fsm")

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## Overview

The **Customer Notifications and Reminders** template is included in the Dusk FSM **Workflow Automation Template Library** and provides a ready-to-use workflow for keeping customers informed throughout the lifecycle of a Work item.

The template can automatically send:

* Appointment confirmation emails
* Appointment reminder emails

Each notification can be enabled, disabled, or customised to suit your business processes and customer communication requirements.

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## What This Workflow Automates

### Appointment Reminders

Automatically send SMS or email reminders before a scheduled appointment to reduce missed visits.

*SMS capability is available on paid plans and subject to availability and compliance based on global regions.*

Typical reminder intervals include:

* 24 hours before
* 2 hours before
* 30 minutes before

### Example Appointment Reminder Email

The following example shows the reminder email that customers receive before their scheduled appointment.

![Work Reminder Email Template Dusk FSM](https://help.duskmobile.com/uploads/markdown/20260625-124811-342.png "Work Reminder Email Template Dusk FSM")

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### Appointment Confirmations

Send customers an appointment confirmation once Work has been scheduled.

Confirmation responses can be incorporated into additional Workflow Automation if required.

### Example Appointment Confirmation Email

The following example shows the confirmation email that customers receive after Work has been scheduled.

![Work Schedule Email Template Dusk FSM](https://help.duskmobile.com/uploads/markdown/20260625-124737-518.png "Work Schedule Email Template Dusk FSM")

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### Appointment Updates

Keep customers informed when:

* Work has been scheduled
* Appointment dates or times change

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### Follow-Up Reminders

Automatically schedule future reminders after Work has been completed.

Typical follow-up reminders include:

* Preventative maintenance
* Annual servicing
* Warranty inspections
* Equipment maintenance
* Customer follow-up calls

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## How the Workflow Operates

The workflow is event-driven and progresses automatically as Work reaches configured milestones.

A typical workflow includes:

1. Work is created or scheduled.
2. Appointment reminders are sent.
3. The customer receives an appointment confirmation.
4. Work is completed.
5. Future follow-up reminders are scheduled where required.

Each step can be modified using the Workflow Automation Builder.

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## Customising the Template

The template is fully configurable and can be tailored to suit your organisation.

You can customise:

* Email templates
* SMS templates
* Reminder timing
* Workflow conditions
* Follow-up intervals
* Trigger conditions

Additional workflow actions, approvals, integrations, and notifications can also be added.

The following example shows how to configure the confirmation email that customers receive after Work has been scheduled.

![How to edit the email template in Dusk FSM](https://help.duskmobile.com/uploads/markdown/20260701-124127-961.png "How to edit the email template in Dusk FSM")

![How to select the fields for the Dusk FSM email template](https://help.duskmobile.com/uploads/markdown/20260701-124148-343.png "How to select the fields for the Dusk FSM email template")

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## How Customers Unsubscribe

Every customer email sent from Dusk FSM includes an **Unsubscribe** link in the footer.

When a customer selects this option, they are unsubscribed from future automated emails sent by Dusk FSM, including appointment confirmations, appointment reminders, Quotes, Invoices, and other Workflow Automation emails.

Your company logo is displayed at the top of each email, and your **Dusk FSM Company Name** is shown within the email so customers can clearly identify the sender.

![How Customers Unsubscribe from Dusk FSM Emails for Work Reminders Quotes Invoices and Workflows](https://help.duskmobile.com/uploads/markdown/20260701-124524-745.png "How Customers Unsubscribe from Dusk FSM Emails for Work Reminders Quotes Invoices and Workflows")

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## How to Identify Customers Who Have Unsubscribed

When a customer unsubscribes, Dusk FSM automatically updates their Customer record.

The **Email Unsubscribed** checkbox is selected, providing a clear visual indication that the customer has opted out of receiving automated email communications.

This makes it easy for office staff and dispatchers to identify customers who no longer wish to receive emails.

![How to know Customers have unsubscribed](https://help.duskmobile.com/uploads/markdown/20260701-124935-648.png "How to know Customers have unsubscribed")

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## Scheduling Work for Customers Who Have Unsubscribed

When scheduling Work for a customer who has unsubscribed, Dusk FSM displays an **email icon with a strike-through**.

This warning indicates that the customer has opted out of automated email communications.

If your Workflow Automation includes appointment confirmations, appointment reminders, or other automated email notifications, those emails will **not** be sent while the customer remains unsubscribed.

The warning helps dispatchers identify potential communication issues before Work is scheduled.

![How to know Customers have unsubscribed when Scheduling work](https://help.duskmobile.com/uploads/markdown/20260701-125012-697.png "How to know Customers have unsubscribed when Scheduling work")

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## Benefits

Using automated customer notifications helps organisations:

* Reduce missed appointments
* Improve customer communication
* Increase appointment confirmations
* Deliver a consistent customer experience
* Reduce manual administration
* Automate repetitive communication tasks

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## Best Practices

* Send appointment reminders at least 24 hours before scheduled Work.
* Keep SMS messages concise and actionable.
* Personalise emails using Customer and Work information.
* Regularly review customer unsubscribe requests.
* Regularly review workflow performance and customer engagement.

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## Frequently Asked Questions

### Can I choose my own branding for the notification messages?

Yes. All SMS and email templates can be updated to match your branding style.

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### Can I change when reminders are sent?

Yes. Reminder timing is fully configurable within the Workflow Automation Builder.

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### Can I disable parts of the workflow?

Yes. Individual workflow actions can be removed, modified, or disabled without affecting the remainder of the template.

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### Does this workflow support both SMS and email?

Yes. The template supports both SMS and email notifications where configured.

*SMS capability is available on paid plans and subject to availability and compliance based on global regions.*

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### What happens if a customer has unsubscribed from emails?

Customers who have unsubscribed will no longer receive automated email communications generated by Dusk FSM, including appointment confirmations, appointment reminders, Quotes, Invoices, and Workflow Automation emails.

An **Email Unsubscribed** indicator is displayed on the Customer record, and a warning icon appears when scheduling Work to remind dispatchers that automated emails will not be sent.

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## 🔗 Related Articles

* [Workflow Automation Template Library](https://help.duskmobile.com/article/Workflow-Automation/Workflow-Automation-Templates-in-Dusk-FSM)
* [Creating a Workflow Automation](https://help.duskmobile.com/article/Workflow-Automation/How-to-Create-a-Workflow-Automation-in-Dusk-FSM)

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Updated on July 01, 2026

Customer Notifications and Reminders in Workflow Template

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