Managing customer messaging requires understanding where notes and descriptions are configured and how they travel to customer facing invoices, estimate documents, field technician screens, and automated email notifications.
This guide breaks down the differences between global service descriptions and notes versus property-level notes, and explains how to configure automated Pre-Service and Post-Service emails to include custom service instructions.
Part 1: Service Descriptions & Service Notes (Global Settings)
When adding or editing a service globally (Services -> Add/Edit Service), three key text fields dictate what appears on customer-facing billing documents and automated emails:
| Field Name | What It Does | Where It Appears |
|---|---|---|
| 1. Service Description | Primary line item description for billing. | Invoices |
| 2. Estimate Description | Sales focused description for prospects (Falls back to Service Description if left blank). | Estimates & Prepay Invoices |
| 3. Service Notes | Global customer care & treatment instructions. | Automated Pre-Service & Post-Service Emails |
1. Service Description
- Function: Serves as the primary description for the line item on billing documents.
- Where It Appears: Displayed on all invoices sent to customers after a service is completed.
- Example Usage: "Weed prevention treatment and fertilizer. Do not water for 24 hours."
2. Estimate Description
- Function: Provides tailored sales messaging for prospective clients.
- Where It Appears: Displayed on all estimates and prepay invoices.
- Fallback Behavior: If left blank, Spraye automatically defaults to using the standard Service Description on estimates.
3. Service Notes
- Function: Stores dynamic, service-specific instructions meant for customer care.
- Where It Appears: Automatically populates inside automated Pre-Service and Post-Service email templates when configured.
- Example Usage: "Water your lawn 2x per week" or "Keep pets off lawn for 2 hours post-application."
Part 2: Distinguishing "Service Notes" vs. "Property/Customer Service Notes"
It is important to differentiate between Service Notes set at the global service level and Service Specific Notes created under a customer/property record:
| Feature | Defined Under | Visibility & Purpose |
|---|---|---|
| Global Service Notes | Services Tab (Global Config) | Applies to all customers receiving that service. Automatically attached to customer emails. |
| Property Service Specific Notes | Customer/Property Profile - Notes | Applies only to that specific property. Displays as a high-visibility alert on the technician’s field screen. Can be set as Permanent or Next Service Only. |
Part 3: Using Service Notes in Pre & Post-Service Email Templates
To automatically send your Service Notes to customers, you must include the dynamic placeholder tag in your global email templates.
How to Configure Pre and Post-Service Email Templates on the Global Settings page:
- Navigate to Settings
- Automated Emails & Text Messaging
- Select the email template you wish to configure:
• Pre-Service Notification Email (Sent before the route/stop occurs)
• Service Completion Email / Post-Service Email (Sent after a stop is marked complete) - Locate the email body text editor.
- Insert the dynamic template tag for Service Notes {SERVICE_NOTES} or {SERVICE_DESCRIPTION}.
- Toggle Send service completion email to ON (active) on the global service screen and save your changes.