# Customer messaging

Settings · Updated: 2024-05-07 · Bas Software
Web version: https://www.bas.software/en/help/settings/customer-messaging

Decide for yourself the layout, content and functionalities of all e-mails sent to customers.

## Introduction

With 'Customer messaging', you decide for yourself the layout and content of all e-mails sent to customers.

E-mails are automatically sent at the various steps of the removal process. For example, an e-mail is sent when you offer a quote to the customer. You can adjust this existing e-mail if you wish.

You can also create new customer messages that you link to a document template. Read more about this in the article working method.

When making changes, specific functions are also available such as 'accepting a quote online' and 'paying an invoice online'; if you want to use these options, you can activate them in customer messaging.

## When to use it

You can create a new customer message if

- you've created a new package for which you've created a specific document template and for which you also want to send a specific e-mail

You can adjust an existing customer message if

- you want to adjust the content of an existing message
- you want to adjust the layout of a message
- you want to add options such as 'accept online' or 'pay online'
- you want to adjust the salutation in the message
- you want to make an adjustment to the standard times communicated to the customer, for example a time window instead of a specific delivery moment
- you want to add e-mails in an additional language

## ​Where do I find it

You'll find customer messages under settings > working method > customer messaging.

![Customer messaging: screenshot 1](https://www.bas.software/images/help/9246297-1.webp)

Here you'll find an overview of all previously created customer messages. You can also create a new customer message directly here.

## How it works

You can adjust existing customer messages and create new customer messages.
​

### Adjusting the characteristics of an existing message

You can adjust the characteristics of a customer message's settings using the pencil icon that lights up when you hover your cursor over the characteristics on the right-hand side.

![Customer messaging: screenshot 2](https://www.bas.software/images/help/9246297-2.webp)

What you can adjust:

- **Enable/disable customer message** A customer message must be enabled in order to send e-mails. If you no longer want to send a customer message, you can disable it. ​
- **Adjust reply address** You can adjust this address if you want customers to be able to reply to the e-mail by sending it to the reply address. ​
- **Set default BCC** You can have a BCC sent for every e-mail. This can be useful if, for example, you want a BCC sent for every paid invoice  ​

### Adjusting the subject, layout and content of a customer message

​**Adjusting the subject of the e-mail**
The name of the customer message is by default the subject as received by the customer. You can adjust the subject of the e-mail per language by clicking 'subject' and adjusting the text.
​
​**Adjusting the layout and content of the e-mail**
You can adjust the e-mail using the e-mail editor. To open the editor, first select the language of the e-mail and then click edit:

![Customer messaging: screenshot 3](https://www.bas.software/images/help/9246297-3.webp)

The editor then opens:

![Customer messaging: screenshot 4](https://www.bas.software/images/help/9246297-4.webp)

What you can adjust here: ​

- **Adjusting the content of the customer message** ​You can adjust the text of the e-mail by clicking on the text you want to adjust: ​![Customer messaging: screenshot 5](https://www.bas.software/images/help/9246297-5.webp)
- **Working with variables** There are various variables available that you can use; select the desired variable based on category; clicking the desired variable adds it ​![Customer messaging: screenshot 6](https://www.bas.software/images/help/9246297-6.webp)

- **Working with twig codes: adjusting the salutation, adjusting dates and working with time windows** ​ You can use these codes to create specific functions; you must then follow the twig format.  ​![Customer messaging: screenshot 7](https://www.bas.software/images/help/9246297-7.webp) Example: you can adjust the salutation in a customer message so that it uses capital letters, with the following code in combination with variables: ​ {% if customer.primaryContactPerson.salutation == 'heer' %} Mr (variable surname){% elseif customer.primaryContactPerson.salutation == 'mevrouw' %}Dear Mrs (variable surname){% else %} (variable salutation) (variable surname){% endif %} Example: you can indicate that a payment must be received five days after the current date. The code for this is: ​ {% set dateInFiveDays = "now"|date_modify("+5 days") %}#{{ dateInFiveDays|date("d-m-Y") }} ​
- **Adding online payment** By adding the 'pay online' block, you make it possible to pay directly via the e-mail. ​![Customer messaging: screenshot 8](https://www.bas.software/images/help/9246297-8.webp) ​

## Frequently asked questions about customer messaging

**Can I adjust the salutation in my e-mails?**

**Will my e-mail actually be sent?**
You can check whether a customer message has been sent under 'activities' on the job or on the document you sent.

**What if the e-mail is sent but doesn't arrive?**
Then the e-mail probably ended up in the customer's spam folder.
​