Setting Up Payment and Appointment Reminders
Automated reminders reduce no-shows and late payments without you having to chase manually. Trade2Base sends two types of reminders: appointment reminders before a job is due, and invoice payment reminders after an invoice is sent. Both are fully configurable and can be sent via WhatsApp, email, or both.
Setting up appointment reminders
Appointment reminders are sent to the customer before a scheduled job to confirm the time and reduce no-shows. To set them up:
Go to Automations → Appointment Reminders
This screen controls all pre-job reminder settings.
Choose your reminder timing
Select one or both of: 24 hours before (the evening before the job — great for reminding the customer to be home) and 2 hours before (a same-day prompt that works well for customers at work who need to leave early).
Select the message channel
Choose WhatsApp, Email, or Both. WhatsApp reminders typically get much higher open rates. If you select Both, Trade2Base sends WhatsApp first and falls back to email if the customer has no WhatsApp number recorded.
Customise the message
Edit the reminder message template. Use the available merge fields ({customer_name}, {job_date}, {job_time}, {engineer_name}) to personalise each message automatically.
Enable and save
Toggle the automation on and click Save. All future scheduled jobs will automatically trigger the reminder at the configured times.
Tip
Running both the 24-hour and 2-hour reminders together gives the best no-show reduction. Customers who see the 24-hour reminder are more likely to contact you to rearrange if there is a problem, rather than simply not answering the door.
Customer opt-out handling
Customers who reply STOP to a WhatsApp reminder are automatically marked as opted out of WhatsApp messages in Trade2Base. Their preference is recorded on the customer record under the Communication tab. Trade2Base will not send further WhatsApp reminders to opted-out customers, but will continue to send email reminders if an email address is on file. You can view and update a customer's opt-out status at any time from their customer record.
Setting up invoice payment reminders
Invoice reminders chase outstanding invoices automatically so you do not have to remember to follow up. To configure them:
Go to Automations → Invoice Reminders
This screen lists all the reminder triggers you can enable.
Enable the reminder triggers you want
Choose from: 7 days after issue (a friendly first nudge), 3 days before due date (a prompt before the deadline), on the due date (a same-day payment request), and 7 days overdue (a firm overdue notice).
Customise each message
Each trigger has its own editable message. The 7-day overdue message should have a firmer tone than the first reminder. Use merge fields for personalisation.
Select the channel for each trigger
You can choose a different channel per trigger — e.g. email for early reminders and WhatsApp for overdue ones where you need a faster response.
Save and enable
Toggle each trigger on individually so you have full control over which reminders are active.
Escalation reminders for persistently unpaid invoices
If an invoice remains unpaid after 14 days overdue, Trade2Base can automatically notify a team member so the account can be escalated for personal follow-up or passed to a debt recovery process.
Enable the Escalation trigger in Automations → Invoice Reminders.
Select the team member to notify (typically the business owner or accounts manager).
Choose the notification method for the escalation: in-app notification, email, or both.
The escalation fires 14 days after the invoice due date if the invoice is still not paid.
The team member receives a summary of the overdue amount and a direct link to the invoice.
Tip
Escalation reminders work best when combined with all four automated customer-facing reminders. By the time the escalation fires, the customer will have received four automated messages — meaning the personal call is clearly warranted and your team can reference the automated history.
Pausing reminders for a specific customer
Sometimes you need to pause automated reminders for one customer — for example if they are in a payment dispute, or if you have agreed an extended payment arrangement and do not want them to receive automated chasers while that arrangement is in place.
Open the customer record
Go to Customers and find the customer.
Click the Automations tab
This tab shows all automation settings for this individual customer.
Toggle “Pause all reminders”
Enabling this pause means the customer will not receive any automated appointment or invoice reminders until you re-enable them. Your global automation settings remain unchanged for all other customers.
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