Shared Popups
Message Customers Popup
How to email and text customers from one popup: choosing how they’re sent, using your templates, seeing who gets what, previewing each message and sending.
Message Customers is where you email and text customers. It opens from wherever you’ve chosen who to message, shows who gets what and why anyone won’t be messaged, and lets you read each message filled in for the actual customer before anything is sent.
Opening It
- Jobs and Customers lists: Select the rows, then More actions and Message Customers.
- Worksheets: Message Customers in the worksheet’s actions, for the jobs on it, or the ones you’ve ticked.
- Debts: Tick debts, then More Actions and Message Customers, or Message Customer in one debt’s ⋮ menu.
- Who owes you: Tick customers, then More Actions and Send reminders, or Remind in a customer’s or job’s ⋮ menu.
- Invoices list: Tick invoices, then Email 3 invoices, to email each to its own customer.
- A job or customer: Message customer on its Communications tab (Message on a phone).
- Communications: New Message, then choose the customers in Who do you want to message?.
- For something in particular: Price rises, payment links, Direct Debit setup links, invoices, quotes, receipts and statements open it ready to go, on the templates written for them.
Under the title it says what you chose, such as 12 jobs selected. Each job gets its own message, filled in with that job’s details, so a customer with two jobs selected gets two. Each customer chosen gets one.
Choosing How
The popup starts by asking How do you want to send them? Pick one of the four ways, then Continue to write the messages. Each way says who would get what, such as 9 by email · 3 by text · 1 won’t be messaged.
- Email: Everyone with an email address gets an email.
- Text: Everyone with a mobile number gets a text.
- Email, or text: An email if they have an address, otherwise a text.
- Text, or email: A text if they have a mobile number, otherwise an email.
- Customers’ own choices: With Email, or text and Text, or email, a customer’s preferred way comes first. A customer who has asked not to be emailed or texted isn’t, whichever you choose. Both are set on the customer, under how they like to be contacted.
- Send the texts: In the Work Planner app on your phone, a way that sends texts asks how they go: Through Work Planner, using your SMS credits, From your phone or WhatsApp. Texts you send yourself don’t use credits. The app remembers which you chose for next time.
- Not enough SMS credits: If you pick a way whose texts go through Work Planner and need more SMS credits than you have, it turns red and says how many they need, with a link to buy more. Until the text is written, each text is counted as one credit. In the app, choose From your phone or WhatsApp to send them without credits.
- Remembered: The popup starts on the way you used last, unless it was opened for something in particular.
- Changing it later: The way you picked is shown at the top while you write, along with how the texts go in the app. Change takes you back to the four ways, keeping what you’ve written.
- Invoices and statements: An invoice or a statement is only ever emailed, so the popup goes straight to the email.
The Email
- Template: Choose one of your email templates, or Write your own. A template fills in the subject and the email, and you can change either for this send; the template itself stays as it is.
- Subject: What the email is about. To add a detail such as the customer’s first name, click in the subject and use Variables in the toolbar.
- The email: Write it with the same formatting as the Simple editor: headings, bold, lists, links, pictures and tables. Variables in the toolbar adds details such as the customer’s name or the job’s due date, filled in for each customer. It adds them to the email or the subject, whichever you were last typing in.
- Attach a document: Adds a PDF, such as a job sheet, made for each customer. Only templates set to be emailed are offered. When you’re sending an invoice, a receipt or statements, the popup says what’s attached in its place. A quote has the files you send with every quote attached, if you have any, and the popup names them.
- Send me a copy of each email: Sends you a copy of every email as it goes.
The Text
- Template: Choose one of your text messages, or Write your own.
- Message: Write the text, adding details with Insert variable. Under it is how many characters it has and how many texts it takes, before the details are filled in.
What They’ll Get
- Who gets what: How many go by email and by text, and how many won’t be messaged.
- Who won’t be messaged: Open it to see each one and why, such as No email address, Asked not to be texted or Belongs to another business.
- More than one email address: Customers with several saved addresses are listed so you can choose which each is emailed at. With one customer, it’s a Send to choice. To use an address the customer doesn’t have, add it to the customer first.
- The preview: Each message as the customer will get it, one at a time: an email with its subject, or a text as it reads on a phone. Above it is who it’s for, how it’s going, the address an email goes to, and 1 of 12. Use the arrows to step through them.
Sending Texts
- Through Work Planner: Texts go from Work Planner and use your SMS credits. They come from your business's own number if it has a Business Mobile Number, otherwise the shared Work Planner number. The popup says how many they’ll use, filled in for each customer, and won’t send if you haven’t enough. In the app, Change takes you back to send them from your phone instead.
- From your phone or WhatsApp: In the Work Planner app, you can send the texts yourself instead, chosen under Send the texts when you choose how. After you press send, the popup steps through them one at a time, opening each in your messages app or WhatsApp. No credits are used.
Sending
The send button says what will go, such as Send 9 emails and 2 texts. It stays off until the email has a subject and the text is written, for whichever are being sent. Messages go out in the background and show in Communications, along with any replies.
Links, Invoices, Quotes, Receipts and Statements
- Payment and Direct Debit links: Sending a payment link or a Direct Debit setup link opens the popup on your Payment link or Direct Debit invite email and text, with the link filled in. In emails the link can be clicked.
- Links made as you send: Use a template with a payment or Direct Debit link anywhere, such as from the Jobs list, and Work Planner makes the link for each customer when you send. A link a customer already has and hasn’t used yet is sent again instead. The preview shows an example link until then.
- Who can’t have a link: Customers who already pay by Direct Debit aren’t sent a setup link, jobs that owe nothing aren’t sent a payment link, and making either needs GoCardless connected and an email address for the customer. Anyone left out is listed under Who won’t be messaged.
- Invoices: Emailing an invoice opens the popup as Email invoice. It only sends email, to the invoice’s customer, on your Invoice email, with the invoice attached as a PDF.
- Several invoices: Ticking invoices on the Invoices list and choosing Email 3 invoices opens the popup as Email invoices. Each invoice is emailed to its own customer, filled in with that invoice’s details, and in place of Attach a document it says Each invoice is attached as a PDF to the email to its customer. A customer with two invoices gets an email for each, listed with the invoice’s reference, such as Ann Smith – INV-0042. Up to 25 invoices from one business can go at once.
- Quotes: Send Quote on a quote opens the popup as Send quote, for the person the quote is for, whether or not they are a customer yet. It starts on your Quote email and Quote text, by email or text as you choose. The quote’s link is made when you send and lets them see the quote and accept or decline it online. If your message leaves the link out, the popup warns you. The files you keep on the Quotes tab of Organisation Information, such as your terms and conditions, go with its emails. A quote that still needs a price, or has already been confirmed or declined, can’t be sent.
- Receipts: Send a receipt, once you’ve recorded a payment with Record payment, and Send receipt on a payment in Transactions, open the popup for that payment’s customer with Email chosen, on your Payment thank-you email, filled in with how much they paid (with any tip), when and how. In place of Attach a document it says The receipt is attached as a PDF. The receipt goes with each email, whichever email you choose. A text starts on your Payment thank-you text and goes without it. That email and text are only offered when the popup is sending a receipt for a payment. See Payment Receipts.
- Statements: Email in the Statement popup, from a customer’s page or Who owes you, opens the popup as Email statement, or Email statements for several customers. It only sends email, to each customer chosen, on your Statement email. In place of Attach a document it says what goes with each email, such as Each customer’s statement for 1 August 2026 to 23 October 2026 is attached as a PDF. Each statement is made as its email goes. That email is only offered when the popup is sending statements. See Customer Statements.
Who Can Use It
Anyone allowed to email or text customers. Each way is only offered if you’re allowed it and your plan includes it. Emailing invoices is for admins and owners, as each invoice is printed to attach it. Sending statements also needs permission to see prices and balances in the business; without it, the popup says Only those who can see prices can send statements. When the jobs you chose all belong to one business, the messages are sent as that business, with its templates.
Related articles
- Email Message Editor: Writing the email templates you choose here.
- Text Message Editor: Writing the text messages you choose here.
- Communications Screen: Where sent messages and replies show.
- Submitting a Quote: Sending a quote with its link from here.
- Customer Statements: Emailing customers their statements from here.
- Payment Receipts: Sending a customer the receipt for a payment from here.
- Email Flow: Emailing one invoice, or several ticked on the Invoices list.
- Print Documents Popup: Printing documents for the same jobs and customers.
- SMS Settings: How texts are sent from your account.