An alert trigger is an action related to a job or another activity within your vWork account that triggers a message (Alert) to be sent by in-app notification, email, or SMS to selected recipients.  Triggers are called Alert Types in vWork's alert settings.

In this article

There are a number of events that you can select to trigger an alert. These broadly fall into five alert type categories on the Alerts > Setup page. Read on for a brief description of every alert type listed. They are grouped under the category you will find it in.

• Job Progress
• Customer experience
• Job performance
• Quotes
• Health and Safety
• Job Deadlines

Click the links above for quick access to each category of trigger alert. You can return here at any time by clicking this icon. You will find it at the end of each alert trigger category.

Job Progress

Job Progress alert triggers provide recipients with alerts for events that relate to creating and scheduling jobs, and completing steps within a job.  

• Job Created  - this triggers an alert when a new job is created.
• Job Created by Worker - this triggers an alert when a worker creates a new job from their mobile device. 
• Job Created by Portal User - this triggers an alert when a new job is created in the customer portal. This can be useful for sending an email to the customer who created the job as confirmation. The Customer Portal is an optional feature. You won't be able to use this trigger unless you have the Customer Portal enabled n your account.
• Optimization Processed - this triggers an alert when an optimization finishes processing. For quick access to the processed results, the notification contains a link to the Optimization View function where you can view the run optimization. Optimization is an optional feature. You won't be able to use this trigger if you don't have the optimization feature in your account.
• Job Assigned - this triggers an alert when a job is assigned to a worker.  Where email recipients of the alert are customer contacts an option can be included in the email that enables the customer to re-schedule the job. You can find more information on customer postponements here.
• Job Rescheduled by Worker - this triggers an alert when a worker reschedules a job from their mobile device.
• Job Accepted - this triggers an alert when a job is accepted by a worker on their mobile device.  Where email recipients of the alert are customer contacts an option can be included in the email that enables the customer to re-schedule the job. You can find more information on customer postponements here.
• Job Declined - this triggers an alert when a worker declines a job.
• Job Started - this triggers an alert when the first step on a job is completed. This can be a useful alert to send to a customer recipient by email.
• Step Completed - this triggers an alert when a specified step on a job is completed. This can be a useful alert to send to a customer recipient by email.
• Custom Field Updated - this triggers an alert when a specific custom field is updated.
• Job Canceled - this triggers an alert when a job is canceled.
• Job Completed - this triggers an alert when the final job on a step is completed. You can customize the number of minutes that pass before sending the alert in the alert's settings. This alert is great for sending customer experience surveys or similar.

Customer Experience

Customer Experience alert triggers provide recipients with information about key events that can help to improve the customer experience.

• Portal User Signup - this triggers an alert when a new customer signs up to use your customer portal. You can use this alert to send an email message to the customer confirming their sign-up. The Customer Portal is an optional feature. You won't be able to use this trigger unless you have the optional Customer Portal feature enabled in your account.
• Job Start Reminder - this triggers an alert at a pre-set number of hours, that you specify in the alert's settings before a job is due to start. Where email recipients of the alert are customer contacts an option can be included in the email that enables the customer to re-schedule the job. You can find more information on customer postponements here.
• Estimated Time of Arrival - this sends an alert with a worker's ETA based on their current location and the step address. This can also be used to begin a Three-way message with a customer. You can read more about the ETA alert in the article:  How does the ETA Alert work?. You can read more about Three-way SMS messages in the article: What is Three-way messaging?
• Customer SMS Response received - this sends an alert when a customer responds to an SMS alert. Message threads with customers also show in each job that relates to the thread under the Customer Messages Tab.  This is an optional feature. You won't be able to use this trigger unless you have Three-way messaging enabled in your account.
• Signature Received - this sends an alert when a signature is added to a job.

Job Performance

Job Performance alert triggers provide recipients with updates for events that show a job is not being completed according to the schedule.

• Job  Start Overdue - this sends an alert when a job hasn't started on time. You can customize the number of minutes that are allowed to pass before sending the alert. 
• Job Finish Overdue - this sends an alert when a job is not completed on time. You can customize the number of minutes that are allowed to pass before sending the alert. 
• Job Paused Too Long - this sends an alert when a job has been paused for more than the number of minutes that you specify in the alert's settings.
• Job Created and not Completed in Time - this sends an alert when a job is not finished within a certain number of minutes of having been created. You can specify the number of minutes.
• Worker off Shift too Long - this sends an in-app notification to selected dispatchers when a worker has not been on shift for a number of hours, minutes, or days that you specify in the alert's settings. This works when the Shift on/off setting is enabled in Settings > General.

Quotes

Quotes alert triggers help you to manage the quote process.

• Quote Completed - this sends an alert when a quote is completed.
• Quote Approved by Customer - this sends an alert when a quote is approved by a customer.
• Quote Declined by Customer - this sends an alert when a quote is declined by a customer.
• Quote Expires Soon - this sends an alert when a quote is about to expire. You can select 1, 5, or 30 days before expiry in the alert's settings. This is useful as a tool to remind your customers that a quote is due to expire. 
• Quote Expired - this sends an alert when a quote expires.

Health and Safety

Health and Safety alert triggers notify recipients of specific Health and Safety Events. Health and Safety is an optional feature. You will only have these alert triggers if the Health and Safety feature is turned on in your vWork account.

• User Tags Expires in - this sends an alert when a Health and Safety tag is due to expire. You can specify the number of days before the tag will expire to receive the alert in the alert's settings.
• Health & Safety Event Created - this sends an alert when a new Health & Safety event is created by a dispatcher or mobile worker.
• Residual Risk Created - this sends an alert when the residual risk of a hazard is recorded by a mobile worker or dispatcher and this meets or exceeds the acceptable level set for the residual risk in the job. 

Job Deadlines

Job Deadline alert triggers help recipients manage Job Deadlines. Job Deadlines is an optional feature. You will only have these alert triggers if the Job Deadlines feature is turned on in your vWork account.

• Deadline Warning (Not Completed) - this sends an alert if a job, with a deadline, is not completed within a specified number of minutes before the deadline is met. You set the number of minutes in the alert's settings.
• Deadline Warning (Not Scheduled) - this sends an alert if a job, with a deadline, is not scheduled to start within a specified number of minutes before the deadline is met. You set the number of minutes in the alert's settings.
• Deadline Warning (Not Started) - this sends an alert if a job, with a deadline, does not have its first step completed within a specified number of minutes before the deadline is met. You set the number of minutes in the alert's settings.