Bas automatically sends emails to your customers at important moments: when you send a quote, when the removal is approaching, when the invoice is ready. There are 13 standard messages and you need to decide which ones you want to switch on or off.
One important point upfront: the system sends real emails. This is not a simulation. If you leave a message switched on and you create a file with a real email address, that person will receive an email. Be aware of this, especially during the test and practice phase.
The 13 standard messages
# | Message | When it is sent |
1 | Survey appointment confirmation | After scheduling a survey appointment |
2 | Quote | When you send a quote from the file |
3 | Quote reminder | After the quote's validity period expires |
4 | Quote accepted | Confirmation after the customer digitally accepts the quote |
5 | Removal scheduled | After scheduling the first removal appointment |
6 | Removal approaching | X days before the removal date |
7 | Box delivery appointment confirmation | Confirmation of the box delivery appointment |
8 | Appointments changed | When there is a change in the planning |
9 | Invoice | When you send an invoice from the file |
10 | Invoice reminder | After the payment term expires |
11 | Second reminder invoice | After the first reminder, if not yet paid |
12 | Final notice invoice | After the second reminder, formal final notice |
13 | Payment received | Confirmation once payment is received (Mollie integration) |
Messages are linked to document templates
Important: You cannot create a standalone message with your own triggers. Messages are always linked to a document template. This means:
You cannot build your own flow such as "send message X when Y happens"
The 13 standard messages have fixed trigger moments (built into the system)
Want to add a new message? First create a document template, then link a message to it
Example of adding new messages:
Create a document template for "Storage invoice"
Go to Documents > link a message to the template
Now the system automatically sends a message for every storage invoice
So you can only add messages that belong to a document type. You cannot create an arbitrary message that is sent at a moment of your own choosing.
Which messages are recommended ON
You should always switch on these messages:
Message | Why switch it on |
Quote | Your customer expects a confirmation. The quote contains the acceptance link that lets the customer sign digitally. |
Invoice | Your customer expects the invoice by email. May include the Mollie payment link. |
Quote accepted | Confirmation after signing. Tidy and professional. |
Removal approaching | 3 to 5 days beforehand. The customer knows it's coming up and can check the details. |
Survey appointment confirmation | Customer receives confirmation of the appointment. Prevents questions. |
Which messages are optional (usually on)
Message | When useful |
Removal scheduled | Immediate confirmation after scheduling. Gives the customer certainty. |
Box delivery appointment confirmation | If you offer a box service. The customer knows when the boxes will be delivered. |
Payment received | If you use Mollie. Customer receives confirmation of payment. |
Quote reminder | If you want customers to be reminded about expired quotes. |
Which messages to use with caution
Message | Why be cautious |
Appointments changed | Every small planning adjustment triggers an email to the customer. This can cause irritation if you rearrange the planning a lot. Switch this OFF during the transition phase. |
Invoice reminder | First check that your payment terms are correct. An automatic reminder that is sent too early or incorrectly damages the customer relationship. |
Second reminder invoice | Only use if you want a strict collections procedure. |
Final notice invoice | Formal final notice. Only use if you really want to automate this. |
Why switch messages off?
There are three reasons to switch off messages:
You use your own email templates - you prefer to send messages manually from your own system
A specific message is not relevant - e.g. box delivery confirmation if you don't offer a box service
Too many automatic emails - customers find it annoying to receive an email for every small adjustment
Why switch messages on?
There are three reasons to switch on messages:
Automatic information - customers get the right information at the right time
Saves manual emailing - you don't have to send an email yourself every time
Professional, consistent communication - every customer gets the same level of service
Email volume and reliability
The Bas platform sends around 30,000 emails per month. Spam rates are minimal. This means your messages reliably arrive in your customers' inboxes.
Timing of automatic messages
Some messages are sent based on a time setting. You can adjust these:
Message | Default timing | Recommended |
Removal approaching | 3 days beforehand | 3-5 days beforehand |
Quote reminder | After validity period expires | Depends on your policy |
Invoice reminder | After payment term expires | First check that terms are correct |
Tips
Turn all messages OFF when starting the practice phase. Only switch them back on when you go live. This is the most important tip in this entire article.
Use BCC to your own email. This way you receive a copy of every message and can check that everything looks right.
Test the quote acceptance link. Send a test quote to your own email address, click the link, and go through the acceptance process.
"Removal approaching" is your strongest message. The customer receives an email a few days before the removal with all the details. This is professional and prevents questions on removal day.
Use fictitious email addresses during testing. For example: [email protected] or [email protected]
Please note
The system sends real emails. This cannot be emphasised enough. Use fictitious email addresses when testing.
Switch off messages during migration. If you're transferring existing files to Bas, all messages must be switched off. Otherwise, all your customers will receive unexpected emails.
No global practice mode. You have to turn each message on or off individually. This takes a bit of time but is essential.
You cannot build your own flows. Messages are linked to document templates and have fixed trigger moments. You cannot decide yourself when a message is sent.
Adding new messages = new document template. Want to add a message? First create the document template and link the message to it.
Next step: Customising messages