What your customers see

Your customers follow their service on a private page and by email. They don't need an app or an account.

The welcome email

When you send a customer their link (or a new customer comes in from your Google Sheet with emails turned on), they get one email from "Your business via Hoptide." It explains what updates they'll get, has a See your service page button, and tells them to keep the email to check on their service any time. If you've uploaded a logo, it appears at the top.

Their private page

The page shows:

• Status: the next visit's date and arrival window (for example "Friday, Nov 13, 9:00 AM to 11:00 AM"), with progress from Visit booked to On the way to Service completed.
• Service details: date, arrival window and service.
• Ask about your service (Hoptide with Answers plan): quick questions like "When is my next service?" Answers come from their own records and what you've told Hoptide. Anything Answers shouldn't answer itself goes to you.
• Report a problem with your service (every plan): the customer describes what went wrong and it reaches you straight away, first on Today under Needs your attention, by email to you and your schedule managers, and in Messages. If they have an email address, they get a copy, and your reply from Messages goes to that address. It stays on Today until someone marks it handled.
• Service history: each finished visit with its date and time.
• Get updates: their email choices (below).
• Questions about your service? The phone number and email under How customers can reach you in Settings > Businesses, so they can reach you directly. This page is private to each customer.

Their update choices

Under Get updates, customers click Manage to choose which emails they get, and on a paid plan with texting set up, they can turn on text updates too:

• Email me when my service is done: one email when the work is finished, with the time.
• Email me about delays or changes: new bookings, reminders, when you're on your way or they're next, a new time, and a visit you couldn't do.
• Text updates: they enter their mobile number and tick the box to agree, then get one text asking them to reply YES. After that, their updates come by text as well, and they can reply STOP at any time.

Each switch saves right away. You can see their choices on the customer's Status tab, but only the customer can change them.

If a link stops working

If you make a new link for a customer, their old link shows a page saying the link no longer works and to ask the business for the current one. Send them the new link by email or text from their Status tab. Customers can also get their current link themselves from Already a customer? on your public page.