NovaraCustomer update message templates for contractors
Copy-ready SMS and email templates for appointment confirmations, delays, arrivals, change orders, job completion, and invoices.
Most customer calls are not complicated. They are status calls.
"Are you still coming?" "Is the tech on the way?" "When will this be done?" "Can you send the invoice again?"
Good customer updates reduce those calls because they answer the question before the customer has to ask.
Quick answer
Contractors should send short customer updates at the moments that create uncertainty: appointment confirmation, on the way, arrival, delay, change order, job completion, and invoice sent. Keep messages specific, include the job or technician context, and avoid promising times you cannot control.
Appointment confirmation
Hi [customer name], this is [business name]. We have you scheduled for [job type] at
[job address] on [date] between [window]. Reply here if anything changes.
Shorter SMS version:
[Business name]: You're scheduled for [date], [window] at [address]. Reply if anything changes.
On-the-way message
Hi [customer name], [tech name] is on the way to [job address]. Estimated arrival is
[time/window]. We'll update you if that changes.
Arrival message
[Business name]: [tech name] has arrived at [job address] and is starting the scheduled work.
Delay message
Hi [customer name], we're running behind on the previous job and expect to arrive closer to
[new time]. Sorry for the delay — we'll keep you updated.
If you do not know the new time: