Message Customization
The platform sends automated emails and SMS messages for various events — access credentials, maintenance updates, task assignments, and more. You can customize these messages to match your organization's tone and branding.
Accessing message templates
Navigate to Organization Settings to find the Message Templates section. Templates configured here apply to all sites within your organization.
Message types
The platform sends the following automated messages:
Access messages
| Template | Channel | Recipient | When sent |
|---|---|---|---|
| Access PIN E-mail | Tenant | When access PIN is generated | |
| Access PIN SMS | SMS | Tenant | When access PIN is generated |
| Access App Invitation E-mail | Tenant | When invited to tenant app | |
| Access App Invitation SMS | SMS | Tenant | When invited to tenant app |
Maintenance request messages
| Template | Channel | Recipient | When sent |
|---|---|---|---|
| Maintenance request Commented | Reporter | When staff adds a comment | |
| Maintenance request Resolved | Reporter | When request is marked resolved | |
| Maintenance request Closed | Reporter | When request is closed |
Work order messages
| Template | Channel | Recipient | When sent |
|---|---|---|---|
| Task Assigned | Service Provider | When assigned to a work order | |
| Task Updated | Service Provider | When work order is commented | |
| Task Closed | Service Provider | When work order is closed | |
| Next Week Tasks | Service Provider | Weekly summary of upcoming tasks |
Automation messages
| Template | Channel | Recipient | When sent |
|---|---|---|---|
| General Automation Template | Configured | Triggered by automation rules |
Customizing templates
Each template includes:
- Name — Internal identifier for the template
- Subject — Email subject line (not used for SMS)
- Body — Plain text content of the message
- HTML Body — Rich HTML version for emails
For SMS templates, only the plain text body is used.
HTML templates
HTML templates allow rich formatting including:
- Your organization logo and colors
- Formatted text with headings and lists
- Buttons and links
- Custom layouts
Templates support dynamic variables that are replaced with actual values when the message is sent (e.g., recipient name, property address, ticket details).
For advanced templating with variables and conditional logic, see the Message Templates Expert Guide.