The automatic after-visit email
After each completed visit, customers get an automatic service report email — photos, chemicals, notes, and water chemistry readings from the visit, each section configurable. Service report settings live at Service Reports (reached from the Email section), and every sent report shows up in the tracked Email inbox.
Configure what customers see
The Service Reports page has a toggle for each section of the report, with a live "Service Report Preview" that updates as you change them:
- Tasks completed on the visit
- Chemicals applied and quantities
- Parts used
- Water chemistry readings
- Photos — the visit's photo gallery, plus any photos taken against a specific task shown beneath that task. Every photo in the email is a link: clicking or tapping one opens the full-size original in the browser, so the small preview is never the only version the customer can see.
- Technician notes — the notes the technician typed when completing that visit, and only those. Notes kept on the customer page or the service location never show up on a service report.
- Arrival & departure times — shows when the technician arrived and left. This one is off by default — customers see no times unless you opt in. When it's on, two pill options appear beneath it: "Arrival & departure" and "Arrival only". Arrival only shows just the Arrived time on the report and hides Departed; the live preview reflects your choice.
- Portal link — a link to the customer's portal dashboard at the bottom of the report.
- "Let customers leave a tip" — the opt-in tip link (see Tips below).
These section toggles are the defaults applied to new jobs. A Branding card at the top of the page previews your logo and brand color with a "Manage branding" link — the report email carries your branding. Settings apply when you click Save Changes (the Tipping and Zelle toggles are the exception — those apply immediately).
If Pay by Zelle is turned on in Invoice Configuration, a "Show on service reports" toggle there can also put your Zelle QR code and link on report emails — see recording manual payments.
One thing the toggles never hide: the "Please wait to swim" safety banner. When a technician logs a chemical that has a Wait to Swim (hours) value set, the report opens with a highlighted notice — "Chemicals were added to your pool during this visit. Please wait at least X hours before swimming." (the longest wait wins if several chemicals apply). It shows even when the Chemicals Applied section is turned off.
Personal message, Cc yourself, and review links
- Email Message — an Intro Message (up to 500 characters, shown at the top of every report) and a Footer Message shown above "Powered by Pool Founder".
- Copy Yourself — the "Cc me on service reports" toggle copies you on every report email sent to customers. A Cc address field appears when it's on; leave it blank to use your account email. Customers see the address in the email's Cc line.
- Review Links — add links to your review profiles and customers see buttons in their report emails prompting them to leave a review. Each link picks a platform — Google, Facebook, Yelp, Nextdoor, Thumbtack, or Other (Other takes a custom label) — plus the URL. Add as many as you like with Add Review Link. The same list feeds the Review request automated text, which uses your Google link first (otherwise the first link here) and sends nothing at all when this list is empty. Your Google link can also be pasted straight into the Review link box on the Review request row under Communication → Phone → Automated texts; a link saved there shows up in this list, because it is the same list.
Check or resend a report for a visit
Two paths to the same buttons:
- 1From the job: open the job's page → "Completion History". Each completed visit that had a report sent shows a "View Sent Email" button — it opens the exact email the customer received. Every visit also has a "Send Report" button to send or re-send the report.
- 2From the completion: Completed Stops → open the visit — the same "Send Report" button is on the completion detail page.
Sent report emails also appear in the Email inbox (Communication group) with delivery and open tracking, so you can confirm a customer actually received and opened their report. Customer email notifications can be toggled per customer, which controls what each customer receives.
What the customer does not see: technician-reported issues
When a technician uses Report an Issue in the mobile app (a broken pump, a safety concern, anything for the office), that report goes only to your owners and administrators — as an in-app notification, a push notification, and an email. It is never added to the customer's service report email, never shown in the customer portal, and never texted to the customer. There is no setting that changes this; if you want the homeowner to know about a problem, tell them yourself or add it to the technician's visit notes for that report. Details in Technician Alerts.
A text version of the report
Customers can also get a text when their report is ready — the "Service report ready" automated text ("After each service report is sent") under Communication → Phone → Automated texts. It is off by default. It needs texting set up on your account (a texting number), and the customer needs a mobile number on file and must not have opted out. The text carries a link to the customer's portal, where they can open the report and its photos; it does not repeat the report's contents in the message. A manual resend of the email never re-sends the text. Setup and wording live in Texting and the Phone inbox.
Customer feedback
Reports can include a feedback link — a thumbs up/down the customer taps right from the email. Responses collect on the Feedback page (Customers group in the sidebar), with trends over time, so you hear about an unhappy customer before they call — see Job feedback.
Tips
- Tipping is opt-in and off by default — turn it on with the "Let customers leave a tip" toggle on the Service Reports page.
- When on, service report emails include a tip link. Tips are card-only.
- Tips are listed on the Tips page (Billing group in the sidebar), where you track them and pay them out to your technicians — see Tips and gratuities.
Frequently asked questions
Are the technician's arrival and departure times shown to customers?
Only if you turn that on — the "Arrival & departure times" toggle on the Service Reports page is off by default. When it's on, you can also choose "Arrival only" to show just the arrival time and keep the departure time private.
How do I know whether a report was actually emailed for a visit?
Open the job's page → Completion History. Visits that had a report sent show a "View Sent Email" button opening the exact email the customer received, and sent reports also appear in the Email inbox with delivery and open tracking.
Can customers tip in cash through the report?
No — tips through the service report link are card-only. The feature is opt-in and off by default, and tips collect on the Tips page where you pay them out to techs.
When my technician reports an issue, does the homeowner get it too, or only our office?
Only your office. Issues a technician reports from the field go to owners and administrators — in-app, by push notification, and by email — and never to the customer. They do not appear in the service report email, the customer portal, or any text, and there is no setting to send them to customers.
Can the homeowner get a text version of the service email?
Yes. Turn on the "Service report ready" automated text under Communication → Phone → Automated texts (it is off by default). It sends right after the report email goes out, with a link to the customer portal where they can open the report. It requires texting to be set up on your account, and the customer needs a mobile number on file and must not have opted out of texts.
The photos in the service email are small — can the customer see them full size?
Yes. Every photo in the report email is clickable — tapping or clicking one opens the full-size original in the browser. The same photos also show in the customer portal under Service History (as long as the portal's Photos visibility toggle is on), where the customer can open each one in a full-screen viewer.