This article guides you on how to split customer communications so that a billing contact receives invoices without operational clutter, while a maintenance manager or property contact receives service notifications without seeing financial details.
The Challenge
By default, adding a primary email address to a customer account opts them into all communications. A common dilemma arises when:
- A Billing Contact only wants to receive invoices (no pre- or post-service notifications).
- A Maintenance Manager or Property Contact needs service notifications, but shouldn't see invoices.
Here is how to set up your system to accommodate both needs.
Solution 1: Stop Service Notifications for a Billing Email
If you only need to ensure that a primary billing contact does not receive general marketing or service notification emails, you can manage this directly from their profile toggles.
Step-by-Step Instructions
- Navigate to the customer's account and click on the Billing Profile tab.
- Enter the billing contact's email address into the Email * field.
- Locate the Subscribe toggle switch directly to the right of the email field.
- Switch the toggle to Off (greyed out).
How it behaves: Turning off the "Subscribe" toggle unsubscribes this specific email address from routine automated notifications. However, they will still receive email invoices whenever they are explicitly sent from the system.
Solution 2: Splitting Contact Roles via "Group Billing"
If you need a complete split—where a property or maintenance manager receives all pre- and post-service notifications, but the main office receives the invoices, you must use Group Billing.
Configuration Note: To activate this workflow, contact Spraye support to have the customer's billing type officially updated to Group Billing.
Once Group Billing is enabled for the customer account, the system changes how data is collected and inherited:
1. The Customer Level (Main Office / Accounts Payable)
- What to enter: Put the main billing email address in the Billing Profile tab.
- The Result: This level handles the overarching financial relationship and receives the final invoices.
2. The Property Level (Maintenance Managers / On-Site Contacts)
- What to enter: Navigate to the Properties tab on the customer record. Open the specific property profile and input the maintenance manager’s contact information there.
- The Result: Because the account is set to Group Billing, the system shifts property specific communications to this level. The on-site manager will automatically receive all pre-service and post-service notifications for that specific property, but they will NOT receive any invoices or billing information.
- See this knowledge base article to learn How to Setup Group Billing.