Service reminder portal settings

Purpose: Personalise the contact details you want to be displayed on the customer contact pop-up for support. Additionally, set the access roles that get notified when a customer makes an online payment.

Reduce administration by combining service reminder automation with hands-off appointment booking to continue the customers self service journey. Customers can schedule their service appointment on their PC, laptop or mobile device when convenient from a link via the Service reminder portal.

Additionally, set your portal to take payments for service jobs when they are booked. Taking pre-payment to reduce chasing and non-payments.

This feature is available on Customer Journey and above.

Take a look through the Service reminders (Overview) for setup and usage guides!

With Scheduling rules, you can control customers' booking service jobs past their due date.


Self service portals in Commusoft use smart scheduling to show available dates and times to customers when they book their jobs. These settings ensure that customers self service journies are not interrupted when trying to book:

View setting

➡️ Profile icon > Settings > Self-service > Service reminder portal settings > View

Service reminder portal settings.png

Configure the portal

Service reminder prepayment details

When a customer books their service through the service reminder portal, you can take the payment for this job upfront at the time of booking.


➡️ Service reminder prepayment details > Check 'Does the customer have to prepay?' box

Service reminder payment.png

The dependent drop-down 'Enable credit card' will now be displayed allowing you to choose how the payment form is displayed within the portal.

  • Always - There are no conditions to be met and payment will always be requested in the portal no matter the invoice value.
  • Enable when amount is less than - If the invoice total exceeds a desired amount, the customer cannot pay via card and will need to complete payment using GoCardless Instant banking.
    • Enable when amount is less than - Enter the desired value

The invoice total must be paid in full at time of booking if taking a pre-payment.

Prerequisites for pre-payment

If you can't see the 'Service reminder prepayment details' section, you do not have a payment integration set up.


The portal can display a contact pop-up with ways they can reach out to you, using either the company details set on your account or specific contact details, eg. for a member of staff managing all service jobs.

Email address

  • Don’t show email - No email address is shown
  • Show company email - Display email address from Company details
  • Enter email - Display any other email address, manually type in the field ‘New email’ now visible.

Phone number

  • Don’t show phone - No phone number is shown
  • Show company phone - Display phone number from Company details
  • Enter phone - Display any other phone number, manually type in the field ‘New phone’ now

The remaining options allow for customising text displayed in the pop-up using free type fields.

  • Contact support description
  • Contact support title
  • Contact support available timing

Contact us pop up.png

Turn off the contact pop-up by setting both the phone number and email address to 'Don't show'.


Select the user access roles you want to receive an in-system notification when a service job is booked.

  • Send notification to > Select desired roles 

If you have Commusoft Sales, both JMS and Sales roles will be displayed in the list.

Email notifications

Similar to the in-system notification above, you can set up email notifications to trigger when a customer books a service job via the service reminder portal. This can be set to specific users, user access roles or an external email address.

  • Selecting users or access roles:
    • To > Select users or roles from drop down
  • Using an email address(es):
    • To > Type desired email address > Hit ' Return' key
  • Email templates > Select email template from drop down.

Prerequisites for email notification

Create an email template to use for this notification.

Once you've set all your fields up, make sure to hit the save button before navigating away.