Understand rescheduled and cancelled work order emails

Understand exactly when OutSmart sends work order rescheduled and cancelled emails, and how to make sure they go out when you expect them to.

Understand rescheduled and cancelled work order emails

OutSmart can automatically email customers when a work order changes. This page explains when rescheduled and cancelled emails are sent.

When a rescheduled email is sent

OutSmart sends a rescheduled email only when all of these conditions apply:

• The work order has Ready or Picked up status.
• Its appointment date or time changes.
• The initial planning email has already been sent.
• The work order is not archived.
• The appointment is still in the future.

The initial planning email must be sent, not merely queued.

A rescheduled email does not send while the work order has Planned status. Moving the work order back to Planned also removes any queued rescheduled email.

When a cancelled email is sent

OutSmart sends a cancelled email only when all of these conditions apply:

• You archive an active work order.
• It has Ready or Picked up status.
• The initial planning email has already been sent.
• The appointment is still in the future.

A cancelled email is triggered by archiving a work order. Marking a work order as Completed does not send a cancelled email.

Archiving a work order after its appointment date does not send a cancelled email.

Send a rescheduled email reliably

Changing the appointment while the work order has Planned status may not trigger an email later. Follow these steps instead.

1

Set the work order to Ready or Picked up

Do this before changing the appointment. You can also do both in one action.

2

Change the appointment date or time

Make the change while the work order has Ready or Picked up status.

3

Confirm the initial planning email was sent

The original planning email must already have been sent for the rescheduled email to send.

Frequently asked questions

Why did my customer not receive a rescheduled email?

Check the work order status first. The email does not send from Planned status.

Also check that the initial planning email was sent. The work order must be active and scheduled in the future.

Why did no cancelled email send after I marked a work order Completed?

Completed does not trigger a cancelled email. Archive the work order to trigger that email, provided the other conditions are met.

Can I send a rescheduled or cancelled email manually?

Yes. A planner can send either email from the planning board's right-click menu.

Manual sends work regardless of the work order status. They do not depend on the automatic email conditions.

Why did my field team receive an unexpected email?

A planner may have sent the email manually from the planning board. Manual sends work independently of the automatic conditions.

References

• Reschedule a work order
• Archive work orders