Before you start
Prerequisites and permissions
Have ready
- An active Job with an active Customer.
- A valid email on the Customer or one active Contact.
- The Customer communication feature enabled for the business.
Access rules
- Owners can use the feature.
- Office Staff need live Jobs view and manage capabilities.
- Field Workers cannot send business-wide customer arrival updates.
Where to find it
Navigation map
- Customer arrival updates
- Jobs → Job detail
Walkthrough
Step by step
- 01
Choose the milestone and recipient
Select On the way, Running late or Arrived, then choose one server-presented Customer or Contact email route. The browser never supplies a recipient address or Company.
- 02
Review the exact preview
Add an optional plain-text note and review the subject and body. Nenvik re-renders from current checked Job facts when the intent is created.
- 03
Save and send explicitly
Choose Save and send email once. The action creates saved, read-only intent evidence before any provider call and does not change Job status or the Customer Portal timeline.
- 04
Read delivery truth
Pending means no provider acceptance is recorded. Accepted means the configured provider accepted the request, not that the customer opened it. Only transient failures expose Retry email.
- 05
Version templates safely
Manage the three Company templates from the same panel. Saving creates a new saved, read-only version; historical messages keep their original rendered snapshots.
Troubleshooting
If something does not look right
No recipient is available.
Add a valid email to the active Customer or an active Contact, then reload the Job.
The communication remains pending.
Email delivery may be intentionally paused. Pending never means sent; review the environment delivery control before retrying.
The route became invalid.
Review the current Customer or Contact email and create a new intent. An old intent never silently follows a changed address.
Keep going