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You can use Advanced Comms to enable or disable email communications with Building Optimization Broker clients when changes are made in Service Requests and you've selected to notify the client. Notifications are sent to both the requester, and to the client contact on the Service Request (if added), provided the client has notifications enabled.

In Advanced Communications, you can:

  • Enable or disable email communications with Building Optimization Broker clients when updates are made to service requests and service appointments.
  • Enable communications for specific service status updates to be communicated to the enabled clients.
  • Designate service status updates that require that the user confirms the communication to be sent prior to sending a communication to the enabled client. For a list of service statuses, see Service Statuses.
  • Indicate which service statuses will alert technicians via an SMS text message of a status change for enabled service statuses

Setting up Client Communication

The Clients Settings page allows you to enable which Clients to generate HTML email communications and/or SMS Text communications for.

On the Advanced Communications dashboard, the Building Optimization Broker Clients display. Initially, only 20 Clients display per page. You can change the number of Clients to display by selecting the Rows per page drop-down and selecting a different number or you can navigate to additional pages by either selecting a page number or by using the scroll buttons. You can also use the Search field to find a specific Client.

  1. Select the App Drawer icon.

  2. Select the Admin icon to access the Admin dashboard.
  3. The Advanced Communications card displays the Total Clients and the total Enabled Clients.
  4. Select Manage Advanced Comms.
  5. On the Clients Settings tab, you can:
    • Individually select the Enabled toggle to the right of the Client.
    • Select more than one checkbox to the left of each Client Name and then select Enabled/Disabled in the top right corner.

    • Select the checkbox to the left of the Client Name heading to mark all displayed Clients and then select Enabled/Disabled in the top right corner. 

      If you have more than one page of Clients, you will need to go to each page to enable that page of Clients.

Setting up Service Status Communication

This page allows you to configure which Status values generate our HTML email communications and/or SMS Text communications.

For any Status where you have enabled communication, you can choose to have the communication be generated automatically or you can set “Required Confirmation Before Sending” to enabled to have the user indicate when it’s time to send communications for this Status value.

Initially, only 20 Service Statuses display per page. You can change the number of Statuses to display by selecting the Rows per page drop-down and selecting a different number or you can navigate to additional pages by either selecting a page number or by using the scroll buttons. Use the Filter field to find a specific Status. 

To set up the Service Status Advanced Communications:

  1. Select the App Drawer icon.

  2. Select the Admin icon to access the Admin dashboard.
  3. On the Advanced Communications card, select Manage Advanced Comms.
  4. Select the Service Status Settings tab. See Service Status Overview for Status definitions.
  5. On the Service Status Settings tab, you can enable the following options:
    • Enable Communication: Only the Service Statuses that have been enabled will have updates emailed to enabled Clients. If you have enabled your Clients but not the specific Status, an email will not be sent to the enabled Clients. 
    • Require Confirmation Before Sending: Enable this option to require users to select a Send button prior to sending Status Update emails to your enabled Clients. If this is not enabled, automatic emails may be sent to enabled Clients. This will only apply to enabled Statuses.
    • Alert Technician via SMS: Enable to send an SMS text message to Technicians when a Service Appointment's Status changes to Cancelled, Rescheduled, and/or Scheduled.
  6. For Enable Communication and Require Confirmation Before Sending options:
    • Select individual Service Entity Service Status options to the right of each entity's Status.

    • To enable one or more Service Statuses, you can mark multiple checkboxes to the left of the specific Service Entities, OR you can mark all the displayed Service Statuses by marking the checkbox to the left of the Service Entity heading, and then select Enabled/Disabled Communication and/or Enable/Disable Confirmation in the top right corner.

      If you have more than one page of Service Entities and their Statuses, you will need to navigate to each page to enable that page of Service Statuses.

  7. The Alert Technician via SMS option needs to be enabled individually for any of the three available Service Appointment Statuses (Cancelled, Rescheduled, and/or Scheduled).


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