Following up with a customer about an incident
Email or SMS an affected customer from a job-linked incident, with the incident photos attached.
When an incident is tied to a job, you can message that customer about it directly — with the incident's details and photos already prepared.
Follow-up only works for job-linked incidents. An incident with no job has no customer attached, so there is nothing to message. If you need to follow up, the incident must be linked to a job — link it via Edit if it is not.
Starting the follow-up
From the Incidents list, click the message icon on the incident's row — or open its photo and use the Email / SMS customer button in the dialog.
Either opens the standard Send Message panel, already pointed at this job's customer.
Templates and photos
The follow-up uses your message templates and the incident's variables — there is a "0011 - Incident acknowledgement" template for exactly this. Incident details like the type and severity fill themselves in.
The incident's own photo is pre-selected as an attachment, and the panel offers every incident photo on the same job so you can add or remove which ones go. Photos attach to email, not SMS.
Sending needs the messaging permission.
Tutorial: acknowledge a damage claim properly
The bookcase-scratch incident is logged and linked to the job. Now reassure the customer.
On Incidents, find the incident and click its message icon. Starting here is what pulls in the incident details and photos — a blank Send Message from the job would not.
In the Send Message panel, choose the 0011 - Incident acknowledgement template. It is written for this moment, and the incident's type and severity drop in automatically.
Read the resolved text before sending — an acknowledgement that still shows {{IncidentType}} literally is worse than a plain note.
Set Message Type to Email. The incident photo is pre-attached, and you can add the customer's own photo too if it is on the job. Photos cannot go by SMS, so email is the channel when a picture matters.
The panel offers every incident photo on the job. Send the ones that show the damage clearly; deselect any that are redundant or unflattering to no purpose.
A good acknowledgement says you have logged it and when they will hear back — your business's turnaround. Do not admit liability in the message; that is a separate conversation, and anything you put in writing here reaches the customer.
Click Send Email. The message logs on the job's Messages tab, so the follow-up is now part of the job's history — visible to anyone who picks this up later.
Back on Incidents, once the customer has been contacted and the matter is genuinely in hand, Mark actioned. Contacting them is a step; resolving it is the finish.
Keep the incident's Notes as the internal record — what happened, what you offered, what was agreed — and the customer email as the outward-facing acknowledgement. The two together are your account of how the claim was handled.