MoveBoardThe customer should get your Reserved message when their move is reserved and your Booked message when it's booked — once each, never twice, never missed. MoveBoard does that whichever way the status changed.
Where the words live
In Settings › Communication › Templates, the templates set to go when an order becomes Reserved, Booked (and A multi-day order becomes Booked). Each one goes only to orders that fit its ticked move types, services and estimate types.
How each way sends them
| How the order got there | What sends the message |
|---|---|
| The customer signs and pays the deposit on their portal | Sent automatically. Passing through Reserved on the way to Booked, only the Booked messages go. |
| The office takes or records a deposit, charges a card on file, or takes the signature | Sent automatically. |
| A bulk status change from the Orders list | Sent automatically. |
| The order window: change the status, press SAVE | The Order Updates window offers the same templates. You check them and Save sends them. Nothing is sent a second time automatically. See The Order Updates window. |
If the customer's deposit went through but the booking itself was then refused, they get the Reserved messages instead — so they're never left with nothing.
With workflows
Each of these templates is a built-in workflow ("When an order becomes Booked → send …"), so you can add a wait, a condition or a second step to it in Settings › Communication › Workflows. See Built-in workflows.
Check it went
- The message appears in the order's conversation.
- With workflows on, the order's Workflows button in the Order Log shows the run. See What ran on this order.