Horizon360™ User Guide

Customer Communications (CRM)

This article will show you how to create and send manual & automated email communications to your customers. Communicate effectively with automated appointment reminders, completions, reschedule notifications and so much more.

Customer Communications (CRM) is included with Horizon360 Unlimited, or as an add-on to Horizon360 Essential & Premium for $49/mo.

Continue below to learn about Customer Communications (CRM) with Horizon360.

Jump to:

CRM Settings

Let's start with configuring your CRM setup.

Click the Settings gear icon at the top-right

Select CRM Settings from the menu

Set up your Sender Email Address, which will be the technical email address that all of your Horizon360 emails will be sent from (Note: Any replies your customers send will go to the inbox of the Reply-To Email Address entered below)

Email ID1 will pre-populate with the First Name entered in your Company Information (edit as needed, no spaces allowed)

Email ID2 will pre-populate with the Company Name entered in your Company Information (edit as needed, no spaces allowed)

For example, if Email ID1 is "Angela" and Email ID2 is "ABCLandscaping", the Sender Email Address will be "Angela@ABCLandscaping.h360.com"

Set up your Sender Name, which will be the display name that your customers see when they receive an email from you

For example, if your Sender Name is "ABC Landscaping", this is what your customers will see

Add the Reply-To Email Address, which is the email address that will receive any replies your customers send to your Horizon360 emails (Note: Horizon360 will only retain copies of Sent emails, and all replies can be found in your normal inbox for the Reply-To Email Address entered [i.e. Gmail])

For example, if "Angela@ABCLandscape.com" is your Reply-To Email Address, all replies to your emails will be sent to this inbox

Click Save to finish setting up CRM

Next, let's go through how to customize templates for your email communications. ‍

Email Templates

Horizon360 lets you create customized & personalized templates which you can then reuse and edit for automations and manual emails.

From the Customer Management section, select Templates

All of your templates will be listed, including some generic templates that we pre-loaded as examples that you can use, edit or delete

Click the pencil icon to Edit the template

Click the trash icon to Delete the template

Click Add Template to create a new template

Start by adding the Template Name

Add the email Subject

The email editor has a number of options that allow you to customize & personalize the email contents

Undo/Redo last action

Pre-defined text styles (headers, paragraphs, etc.)

Bolt, Italicize, Underline

Text/Highlight color

Text Orientation (left, center, right, filled)

Bulleted/Numbered lists

Insert Photo

Insert/Edit hyperlink

Social Media icon links

Button links

Personalization (job & customer information, see additional info below)

Customer Personalization automatically pulls through customer-specific information to each email

10.

Service Personalization automatically pulls through service-specific information for each job

11.

Job Personalization automatically pulls through job-specific information to each email

12.

See the full list of each Personalization and what data it will pull through

13.

Click Preview to see a preview of this email template (Note: Personalizations will not be pulled through in template previews)

14.

Click Send Test Email to send a test email to a the email address of your choice (Note: Personalizations will not be pulled through in template previews)

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Click Save to finish editing your template

Continue creating and editing as many templates as you need. Once you have some templates ready, we can set up Automations.

Automation Setup

Horizon360 makes it easy to communicate with your customers and keep them in the know, even when you are too busy to communicate with them directly. Create schedule confirmations, reminders, skipped and rescheduled notifications and completion summaries that send automatically with customer and job-specific information.

From the Customer Management section, select Automation Setup

All of your automations will be listed, including some generic automations that we pre-loaded as examples that you can use, edit or delete

Filter by Event Type (Job Scheduled, Reminder, Rescheduled, Completed, Skipped)

Filter by Service(s) assigned to an automation

Quickly toggle an automation to be On / Off

Click the pencil icon to Edit the automation

Click the trash icon to Delete the automation

Click Add to create a new automation

Select the Event Type (Job Scheduled, Reminder, Rescheduled, Completed, Skipped)

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Select the Service(s) that will trigger the automation to send

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Note: If you add more than one Service filter, only jobs that have at least the same services will be listed. For example, adding Mowing & Weeding will trigger the automation for all jobs that have at minimum mowing & weeding services assigned, but jobs with mowing & trimming would not trigger the automation. At least one Service filter must be assigned to each automation.

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Time to Send will dictate the when to send the automation (before/after or immediately when event occurs), see the full list of options per event type below:

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Scheduled - immediately when job is scheduled on the calendar or a specified amount of time after scheduled

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Reminder - a specified amount of time before the job is scheduled to begin

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Rescheduled - immediately when the job is rescheduled or a specified amount of time after rescheduled

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Skipped - immediately when the job is skipped or a specified amount of time after skipped

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Completed - immediately when the job is completed or a specified amount of time after completion

12.

Use Customize Time to specify the number of minutes, hours or days before/after the event occurs for the automation to send

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Turn the automation On / Off

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Select if Proof of Service Photos will be attached to the email (only valid for Completion automations)

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Add the Automation Name

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Continue editing & customizing the email automation the same way you would edit an email template (see above)

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Click Use Template to load one of the templates you previously created to the automation

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Click Preview to see a preview of this email template (Note: Personalizations will not be pulled through in automation previews)

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Click Send Test Email to send a test email to a the email address of your choice (Note: Personalizations will not be pulled through in automation previews)

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Click Save As Template to save a copy of this email as a template to use again later

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Click Save to finish editing your automation

Manual Emails

You can also select a specific list of customers and send them marketing emails such as season greetings, service up-sells and other various announcements to keep your clients informed.

From the Customer Management section, select Customers

Use the various filters to narrow down your list of customers

Check the box to select all customers in your list (Note: Any customers who have unsubscribed or do not have an email address will not be able to be selected)

Click Send Email‍

See a list of all customers who will be receiving this email

Continue editing & customizing the email automation the same way you would edit an email template (see above)

Click Use Template to load one of the templates you previously created

Click Preview to see a preview of this email template

Click Send Test Email to send a test email to a the email address of your choice (Note: Personalizations will not be pulled through in automation previews)

10.

Click Save as Draft to save this email to send or continue editing at a later time

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Click Save As Template to save a copy of this email as a template to use again later

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Click Send to continue

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Click Back to continue editing the email

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Review the list of recipients for this email

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Click Confirm & Send to send this email

Now that we have sent a few manual & automated emails, you can view a full list of everything sent & saved for later in your Sent / Drafts.

Sent / Drafts

Review all of the emails you have sent manually & automatically as well as your drafts saved for later.

From the Customer Management section, select Sent / Drafts

Sent will list all of the manual & automated emails you have previously sent through Horizon360

Filter by Email Type (Manual vs Automated)

Filter by Date email was sent

Search for a specific email‍

Drafts will list all of the emails Saved as Draft to be edited/sent at a later time

Filter by Date email was saved

Search for a specific email

Click anywhere on the email to continue editing

10.

Click the trash icon to delete the draft

You can now successfully create customized & personalized templates, set up various job automation emails & send marketing emails to a targeted customer list. Check out the below articles for more help.

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