An automated email was sent to a client today that I didn't know was automated...

Question

Sorry this is a little long-winded but I need help!

I received an online request via my (Jobber) website and Jobber sent me an email as usual, I called the client and we talked about a few times for an initial assessment the following day. The job came in as a "request" and I was able to book it in as an "assessment". These terms were all provided by Jobber, so I put that assessment in my schedule at 8am the following day just so it would be at the top of my day list to move around as I needed. The customer got an email that I booked it for 8am, but we spoke about an afternoon time. She was at the location for 8am but I couldn't be there until afternoon! She wasn't upset as she said she actually needed the time to complete some tasks, but she said I should look into this to prevent someone else getting that email. I keep thinking this could have gone really bad.

I don't remember clicking anything that said to notify the client or send an email, so I am wondering if this is automated? Can I turn that off? Does that email send to anyone when I move their day or time? Is it because I booked it as an assessment and not a job?

katem · Answer

Hi there! Kate from Jobber, here!

Did you have your request form set-up as an assessment booking form or a plain old request form? If it was a request, Jobber doesn't automatically send a booking confirmation. If it was an assessment booking form (i.e. your client booked the time themselves) it would send them an automated email or text to confirm their self-booked time. It sounds like it was the former, but I wanted to check first.
Did you move it around on the schedule or use any of the rescheduling features?

Once I know these two things, hopefully I can help figure out what happened.

pestfreecanada · Answer

I do not know. The customer went through the website and I am not sure if she was able to click what it was she wanted. I know the call in my schedule was purple if that helps? I had it booked at another time, then moved it to 8 am the next day. I didn't change anything, I just moved it in the schedule.

haitam · Answer

Kate’s questions about the form type and rescheduling action seem like the right place to start.

One distinction in Jobber’s current request and booking settings: a plain request collects preferred dates, while an assessment booking can reserve a slot. New assessment booking forms require approval by default, but the setting can be changed, so check your actual form.

The assessment guide says a slot awaiting approval is held but unconfirmed, and acceptance sends a confirmation. That does not identify which email your customer received or establish that dragging the appointment caused it.

A useful next check is the exact email subject and sent time, the form type, and whether the assessment was awaiting approval or already confirmed. Give those details privately to Jobber Support rather than posting customer information here. Until the cause is clear, I’d keep an internal placeholder separate from the customer’s agreed appointment time.

Disclosure: I’m Haitam from BizOpsPick, an affiliate-supported software research site. This is documentation-based, not a reproduction of your issue; I used AI assistance to prepare it.

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An automated email was sent to a client today that I didn't know was automated...

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