Knowledgebase

Adding Pre- and Post-Service Instructions, Product Notes, and Service-Specific Information to Customer Emails

How to add customer-facing instructions or notes before and after a service that are specific to the service being performed or the products being used.

SPRAYE allows you to include customer-facing instructions and notes in emails sent before and after a service. These instructions can be customized for each service, helping customers receive information that is relevant to the specific work being performed at their property.

The video above explains how to include:

• Instructions customers should receive before an upcoming service
• Instructions customers should receive after a service is completed
• Service-specific notes or reminders
• Product-related notes, compliance information, and re-entry instructions

You can use any of the following options separately or combine them based on the information you want to communicate.

1. Pre-Service Instructions

Use the Pre-Service Instructions field to provide information customers need to know or actions they should take before a scheduled service.

Examples may include:

• Unlocking gates
• Removing toys, hoses, or other objects from the lawn
• Keeping pets indoors
• Making sure technicians can access the treatment area
• Mowing or watering before the scheduled service

Pre-Service Instructions are entered directly on the applicable service in the Services section of your SPRAYE account.

To include these instructions in a customer’s pre-service email, add the following dynamic field to the appropriate pre-service email template:

{PRE_SERVICE_INSTRUCTIONS}

When the email is sent, SPRAYE will automatically insert the Pre-Service Instructions associated with the scheduled service.

2. Post-Service Instructions

Use the Post-Service Instructions field for information customers should receive after a service has been completed.

Examples may include:

• Watering instructions
• Information about staying off the treated area
• Re-entry reminders
• Follow-up recommendations
• What the customer should expect after the application
• Any actions the customer should take following the service

Post-Service Instructions are entered directly on the applicable service in the Services section of your account.

To include these instructions in the customer’s Service Completion Email, add the following dynamic field to the Service Completion Email template:

{POST_SERVICE_INSTRUCTIONS}

When a service is completed, SPRAYE will automatically insert the Post-Service Instructions associated with that service into the email.

Because these instructions are saved on each individual service, you can provide different information for different types of work. For example, the instructions for a fertilization treatment may be different from the instructions for aeration, seeding, mosquito control, or another service.

3. Service Notes

The Service Notes field can be used for additional customer-facing information associated with a particular service.

Service Notes are different from the Service Description:

• The Service Description may appear in other customer-facing areas, including estimates and invoices.
• Service Notes only appear in the Service Completion Email when the Service Notes dynamic field has been added to the template.

To include Service Notes in the Service Completion Email, add the following dynamic field:

{SERVICE_NOTES}

Service Notes are a helpful place to include additional instructions or reminders that apply to a specific service or to all of the products associated with that service.

The new Pre-Service Instructions and Post-Service Instructions fields provide a clearer way to separate what customers need to know before their service from what they need to know afterward. Service Notes can still be used for any additional service-specific information you would like customers to receive after the service is completed.

These fields can be used together, but you may want to review your content to make sure the same instructions are not repeated in multiple sections of the email.

4. Additional Info and Product Re-Entry Information

The Additional Info section can include selected compliance, product, and service details in Service Completion Emails.

To include this section in your Service Completion Email, add the following dynamic field:

{ADDITIONAL_INFO}

Below the Service Completion Email template in Settings, you will see a section that allows you to select the fields you want to include in all Service Completion Emails sent to customers.

You can choose which compliance, product, and service information should be included in the Additional Info section.

One important option is the Re-entry Time field.

Re-entry information is entered on the individual product setup page. This is a helpful place to enter product-specific instructions, re-entry requirements, or other important information customers should receive after a product has been applied.

When all of the following are configured, SPRAYE can include the applicable product information in the customer’s Service Completion Email:

1. Re-entry information has been entered on the product.
2. The Re-entry Time field has been selected in the Additional Info settings.
3. The {ADDITIONAL_INFO} dynamic field has been added to the Service Completion Email template.

How to Add Instructions to a Service

To enter Pre-Service Instructions, Post-Service Instructions, or Service Notes:

1. Go to the Services tab in your SPRAYE account.
2. Open the service you want to update.
3. Locate the applicable field:
   • Pre-Service Instructions
   • Post-Service Instructions
   • Service Notes
4. Enter the information you want customers to receive.
5. Save your changes to the service.

The information entered in these fields will only appear in customer emails when the corresponding dynamic field has also been added to the appropriate email template.

How to Add Product Re-Entry Information

To add product-specific re-entry information:

1. Go to the Products section of your SPRAYE account.
2. Open the product you want to update.
3. Locate the Re-entry Time field.
4. Enter the product-specific information or instructions.
5. Save your changes to the product.

You will also need to select the Re-entry Time option in your Service Completion Email settings and include {ADDITIONAL_INFO} in the email template.

How to Add Dynamic Fields to an Email Template

1. Click your avatar in the upper-right corner of SPRAYE.
2. Select Settings.
3. Scroll to the Automated Emails and Text Messaging section.
4. Open the email template you want to update:
   • Open the appropriate pre-service email template to add Pre-Service Instructions.
   • Open the Service Completion Email template to add Post-Service Instructions, Service Notes, or Additional Info.
5. Review the available dynamic fields shown above the template.
6. Copy and paste the appropriate dynamic field into the location where you want the information to appear.
7. Make sure you include the brackets on both sides of the dynamic field.
8. Do not change any of the text inside the brackets.
9. Scroll to the nearest Submit button and click it to save your changes.

You may also add a heading above each dynamic field to help customers understand the information.

For example:

Before Your Upcoming Service
{PRE_SERVICE_INSTRUCTIONS}

After-Service Instructions
{POST_SERVICE_INSTRUCTIONS}

Dynamic Field Quick Reference

Important Reminder

Always click the nearest Submit button after changing an email template or selecting the fields to include in the Additional Info section.

You must also save any changes made to individual services or products. Once the information and corresponding dynamic fields have been configured, SPRAYE will automatically insert the appropriate instructions and notes into the customer’s emails.