First drafts. Every email 827 HQ sends across a job — to the customer and to your inspector. Click Preview to see exactly what each person gets; we'll refine these with Jeannine before go-live.
What the customer receives
The order these go out across the customer journey — after the recap, you call to confirm the day & time, then the confirmation (with the agreement to sign + payment) goes out.
1
First email
buyer · or agent
2
Confirmation
confirm · sign · pay
3
Payment receipt
payment in
4
You're all set
signed & paid
5
Complete
inspection done
6
Report
report ready
7
Check-in
follow-up
1The first email — one step, three paths use whichever fits the caller
1A🏠 Buyer / Homeowner
Recap & quoteSends right after the call
The branded first email — the Recap + Proposal combined: a warm opener, the confirm-the-home details, all three package options (with what each includes), an add-ons menu, and a one-tap book & pay. This starts the conversation — they confirm the home, pick a package, and book.
1U✎ After they were quoted
Quote updatedOnly when a customer adds something
Sent when a customer who already has a quote adds something — a sewer-line scope, a pool. It carries the new package and the new price, and the same one-tap approve & pay the first quote carries. The office sends it from the Update quote button on the Quotes card, which replaces the packages-or-quote pair once their quote has gone out.
or
1B🤝 Agent / Broker
Collect infoWhen a broker calls to arrange it for their buyer
The short first touch (Jeannine's real one): hold the slot + gather the agent, buyer, and property details — then the full confirmation follows. Shown as Text & Email side by side (same wording) so she sends whichever fits.
or
1C🤖 Sent by Justine
Packages — the AI versionGoes out by itself after a phone-agent call
The same branded letter, written for someone who has not spoken to a person yet. Same packages and add-ons, but the prices are shown as where our pricing starts, with a plain promise that we'll call to confirm their exact price. No quote, no total — that stays a person's to send. Every price and the opening line are yours to edit.
2
Confirmation — confirm, sign & payAfter you confirm the day & time by phone
Thank-you + the confirmed date & time and property, then two steps in one place: 1) sign the quick agreement, then 2) pay to lock the date. The Agreement & Invoice buttons below are the sign/pay pages this email links out to — no longer separate emails.
⏰ Auto · if not paid
Payment reminderSends on its own when payment hasn’t come in yet
If payment isn’t received, this goes out automatically — a warm “one step left, pay to lock your date” nudge (Text + Email). It sends 48 hours after Confirmation if still unpaid, and again the afternoon before the inspection if it’s still not paid. Same friendly note both times, with an “already paid? disregard” line so it’s never pushy.
⏰ Booked late · sent by you
Late booking — pay nowBooked after 3 PM for tomorrow
Booked after 3 PM for the next day? They get this instead of the usual reminders — the agreement, the confirmation and the payment in one place, framed as “we’re holding tomorrow morning for you.” No 7 PM deadline in it: that window has usually already gone by the time they book. The automatic chases are switched off for these bookings, so this is the only email they receive — send it as the call ends.
3
Payment receiptThe moment payment is received
Confirms the money came in — amount, method, date, property + the line items. Auto-sends for card (via Square); one click for Zelle / Venmo / bank. Comes from Accounting.
4
You're all setAfter they've signed & paid
Confirms it's done — payment receipt, the locked date/time, the assigned inspector (name, cell & email), how to prepare (utilities on, access, ~2 hrs, secure pets), the quick policies, and add-to-calendar.
5
Inspection completeWhen the inspector taps "Complete"
"All done — it went well, your report is on the way within a day," with the caller's concerns re-listed so they know each was covered.
6
Report readyWhen the report is delivered
The full report + a warm thank-you, the concerns recap once more, and a first, friendly ask for a Google review.
7
Final check-in~3–5 days after the report
A soft "everything good? any questions?" satisfaction touch + the Google-review QR — and it's skipped for a customer whose "Ask for a review" is toggled off.
Review letters — asking, and asking again
The first ask is step 7 above, sent by hand from Review Requests. After that, this reminder goes out once a week until the customer leaves a review, the office presses Stop sending, or a month has passed.
★ Weekly
Review reminderOnce a week, until they review or she stops it
A short nudge — a line, the star link and the QR code, nothing else. Short on purpose: it arrives up to four times, and a weekly letter that repeats itself word for word is the fastest way to be marked as junk. It only ever reaches somebody the office already approved and already asked once.
As-needed — sent only when something changes
Not part of the normal 1–7 journey — sent case-by-case. Right now that’s a refund, when a paid service couldn’t be completed on the day.
⟳ Refund
Refund issuedWhen a paid service can’t be completed
Sometimes a service that was paid for — like a sewer-line scope — can’t be completed on the day. This returns that money with a warm note: what was refunded, the amount, and the method. Sent from the “Refund needed” button on the customer’s card. Shown as Text & Email side by side so Jeannine sends whichever fits.
Answered automatically — before anyone picks it up
Yelp gives the same enquiry to competing inspectors and rewards whoever replies first, so this one cannot wait for a person. It answers in seconds, in Jeannine's own wording, and it never quotes a price.
⚡ Automatic
Yelp — first replySeconds after the lead lands
Not an email — Yelp keeps the conversation in its own app, so this arrives as a plain message on the customer's phone. Shows their enquiry, what we already know about them, the reply that goes back, and the one thing we still can't see (their phone number). Written to show Jeannine.
When something changes
Not part of the 1–7 journey — this one only goes out when a day that was already booked is moved.
↻ Only when a day moves
Inspection rescheduledSent the moment a booked day is changed
Tells the customer their inspection has moved, names the new day and time in full, and strikes through the day it used to be on so nobody turns up on the old one. Says plainly that the inspector, the package and the report all stay the same, and invites them to reply if the new time does not suit. The old-day block disappears by itself on a first booking, so it can never show a struck-through blank.
Later — months after the job
Not part of the 1–7 journey and not sent to everybody — these go back to a past customer when something in their calendar comes due.
⚑ New builds only
9-month builder's warranty9 months after a new-build inspection
Jeannine's campaign: go back to a new-build customer before their builder's one-year warranty expires, and offer a discounted re-inspection so anything found still lands on the builder's list. Only for new construction — someone who bought a 1950s house has no builder and no warranty, so it would read as a mistake. The rate is left blank on purpose: only a person quotes a price.
What your team receives
Inspector job sheetTexted + emailed to the inspector on dispatch
This is what the inspector gets when Jeannine dispatches a job — the property address + directions, access/gate notes, the package & add-ons, and the customer's concerns to check. Eric, Kraig, Matt, or Brandon receive it on their phone before heading out.
⏰ Auto · to inspector
Report due reminderThe morning a report is due
Auto-sends to the inspector the morning their report is due — 48 hours after the inspection. A friendly "here's your reminder, submit it here" with a one-tap button into the submit page, plus a nudge to upload any job photos & videos. Shown as Text & Email.
⚠ Auto · if past due
Report past-due reminderRepeats each morning until it lands
If a report goes past its deadline and still isn't in, this nudges the inspector each morning until it lands — and stops the instant they submit. The office is notified too so Jeannine knows it's late. Shown as Text & Email.