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Creating Custom Automation Rules
While YardPilot's built-in automations cover common scenarios, you can create custom rules tailored to your specific business needs.
Creating a New Rule
- Go to Settings > Automations
- Click Add Rule
- Configure the trigger, timing, action, and template
- Click Save
Configuration Options
Trigger Types
Choose what event starts the automation:
Visit Events
| Trigger | Description |
|---|---|
| Visit scheduled | Visit is scheduled for a customer |
| Visit reminder | Scheduled visit is approaching |
| Visit on my way | Team member marks as travelling |
| Visit started | Team member starts a visit |
| Visit completed | Team member completes a visit |
| Visit cancelled | Visit is cancelled |
| Visit rescheduled | Visit is moved to a new time |
Quote Events
| Trigger | Description |
|---|---|
| Quote created | New quote is created |
| Quote sent | Quote is sent to customer |
| Quote viewed | Customer views the quote |
| Quote approved | Customer approves a quote |
| Quote declined | Customer declines a quote |
| Quote change requested | Customer requests changes |
| Quote expiring soon | Quote is about to expire |
| Quote expired | Quote has expired |
Job Events
| Trigger | Description |
|---|---|
| Job created | New job is created |
| Job scheduled | Job visits are scheduled |
| Job completed | All visits in job are complete |
| Job cancelled | Job is cancelled |
Work Request Events
| Trigger | Description |
|---|---|
| Work request received | New work request submitted |
| Work request converted | Request converted to quote/job |
| Work request declined | Request is declined |
Invoice & Payment Events
| Trigger | Description |
|---|---|
| Invoice created | Invoice is created |
| Invoice sent | Invoice is sent to customer |
| Invoice overdue | Invoice passes due date |
| Payment received | Payment is recorded |
| Payment failed | Payment attempt fails |
Review Events
| Trigger | Description |
|---|---|
| Review received | Customer leaves any review |
| Positive review received | Customer leaves positive review |
| Negative review received | Customer leaves negative review |
NPS Events
| Trigger | Description |
|---|---|
| NPS survey due | Time to send NPS survey |
| NPS response received | Customer responds to survey |
| NPS promoter identified | Customer scores 9-10 |
| NPS detractor identified | Customer scores 0-6 |
Meeting Events
| Trigger | Description |
|---|---|
| Meeting scheduled | Meeting is scheduled |
| Meeting reminder | Meeting is approaching |
| Meeting cancelled | Meeting is cancelled |
Property Events
| Trigger | Description |
|---|---|
| Property created | New property is added |
| Property service due | Property is due for service |
Contact Events
| Trigger | Description |
|---|---|
| Contact created | New contact is added |
| Contact birthday | Contact's birthday arrives |
| Contact inactive | Contact has been inactive |
Expense Events
| Trigger | Description |
|---|---|
| Expense submitted | Employee submits expense |
| Expense approved | Expense is approved |
| Expense rejected | Expense is rejected |
| Expense reimbursed | Expense is reimbursed |
Timesheet Events
| Trigger | Description |
|---|---|
| Timesheet submitted | Employee submits timesheet |
| Timesheet approved | Timesheet is approved |
| Timesheet rejected | Timesheet is rejected |
| Overtime alert | Employee logs overtime |
Scheduling Events
| Trigger | Description |
|---|---|
| Schedule conflict | Scheduling conflict detected |
| Unassigned visit | Visit has no assignee |
Inventory Events
| Trigger | Description |
|---|---|
| Stock low | Item below minimum level |
| Reorder needed | Item needs reordering |
Tag Events
| Trigger | Description |
|---|---|
| Tag added | Tag is added to a record |
| Tag removed | Tag is removed from a record |
Timing Options
Control when the action fires:
| Timing | Description | Example |
|---|---|---|
| Instantly | As soon as the trigger fires | Send confirmation immediately |
| Before event | A set time before the trigger | Reminder 1 day before visit |
| After event | A set time after the trigger | Follow-up 3 days after completion |
| Day of at Time | At a specific time on the event day | SMS at 8:00am on visit day |
For "before" and "after" timing, specify:
- Value: Number (e.g., 1, 3, 7)
- Unit: Minutes, hours, or days
For "day of at time" timing, specify:
- Time: Choose from 6:00am to 8:00pm in 1-hour increments
Action Types
Choose what happens when the automation fires:
| Action | Description |
|---|---|
| Email customer | Send email to the related customer |
| SMS customer | Send SMS to the related customer |
| Email staff | Send email to the assigned staff member |
| SMS staff | Send SMS to the assigned staff member |
| Email company owner | Send internal alert to business owner |
| Email team | Send email to a team or group |
| Webhook | Send data to an external URL |
Templates
Every automation needs a template that defines what message to send. Templates support merge fields that automatically insert customer names, job details, and more.
Choosing a template:
- Built-in automations come with pre-configured templates
- You can select from system templates or create your own
- Match the template channel (email/SMS) to your action type
Creating custom templates:
- Go to Settings > Communication Templates
- Click Add Template
- Choose the channel (email, SMS, or both)
- Write your content using merge fields like
{contact.first_name} - Save and then select it in your automation rule
See Built-in Rules - Templates for available merge fields.
Example: Custom Quote Follow-Up
Let's create a follow-up email that sends 2 days after a quote is sent (if not yet approved):
- Name: "Quote Follow-Up (2 Days)"
- Trigger: Quote sent
- Timing: After event, 2 days
- Action: Email customer
- Template: Select your follow-up template
Example: Morning-of Visit Reminder
Some businesses prefer same-day reminders:
- Name: "Same-Day Visit Reminder"
- Trigger: Visit reminder
- Timing: Before event, 4 hours
- Action: SMS customer
- Template: Select your reminder template
Managing Custom Rules
Editing Rules
- Find the rule in your automations list
- Click Edit
- Make your changes
- Click Save
Enabling/Disabling Rules
Toggle the switch next to any rule to enable or disable it. Disabled rules won't fire even when their trigger occurs.
Deleting Rules
Click the Delete button (trash icon) to remove a custom rule. You cannot delete system rules, only disable them.
Tips for Effective Automations
Don't Over-Communicate
- 2-3 touchpoints per interaction is usually enough
- Give customers options to adjust notification preferences
- Respect quiet hours (automations respect Australian business hours)
Use Appropriate Channels
- Email: Longer messages, quotes, invoices, confirmations
- SMS: Short alerts, reminders, "on my way" notifications
Test Your Rules
Create a test customer and run through common scenarios to ensure your automations fire correctly and the messages look right.
Review Performance
Check your automation logs periodically to see:
- Which automations are firing most
- Any delivery failures
- Customer engagement (opens, clicks)
Combining Multiple Automations
You can have multiple automations for the same trigger. Common combinations:
Visit Reminder Stack
- 1 day before: Email reminder (detailed)
- 4 hours before: SMS reminder (short)
Quote Sent Stack
- Instantly: Email with quote link
- 3 days later: Follow-up if not viewed
- 7 days later: Final reminder before expiry
Payment Overdue Stack
- 3 days overdue: Friendly reminder
- 7 days overdue: Firmer reminder
- 14 days overdue: Final notice
Avoid Conflicts
If you create a custom rule that duplicates a system rule, consider disabling the system version to avoid sending duplicate messages.