Reference: every text and email the customer receives
Answers: what did pdrOS send my customer and when? what does each text and email say? where do I read what one customer got?
Every message pdrOS sends a customer, when it goes, and what it says in one line. All texts come from the 610 number signed as Sarah or the office; every email pdrOS sends for you comes from John's address with his signature; Sarah's own email replies are signed Sarah Miller. Reminders go between 8 am and 8 pm only.
In these messages, "file #N" is the RO number (your case number). Customers see it as "file #1007"; your tasks show it as "CASE #1007": the same number.
Where to read what one customer got
In the left menu, click Contacts. Click in the search box at the top of the list and type the customer's last name or RO number. Click the customer's name in the list. Their contact profile opens. You are in the right place when you see the customer's name at the top left and their texts in the middle. Every text and email they got is in the middle, oldest at the top, newest at the bottom.
Signup
| Message | When | Says |
|---|---|---|
| Welcome text | At signup | This is Sarah with Collision Safety Consultants of PA. We have your [type] case, file #N. John Hayduk is your appraiser. Text this number any time and I'll answer or get John Hayduk to you. Reply STOP to opt out. |
| Email "Your case with Collision Safety Consultants of PA: file #N" | At signup | The case is open, the RO number, the appraiser, and that a second message says what is needed. |
| Documents text, total loss | At signup | We need the insurer's valuation report; ask your adjuster for the "total loss valuation"; upload it with the link in my next text. |
| Email "One document to start: the insurer's valuation report" | At signup, total loss | The same, with what the report is and where to get it. |
| Documents text, diminished value | At signup | We need the final repair invoice, the mileage and your photos of the damage and of the finished repair; photos go straight from your phone. Reply with the mileage; the upload link is in my next text. |
| Email "To start your diminished value claim: invoice, mileage, photos" | At signup, diminished value | The three things, numbered. |
| The upload link | After the documents text | The link alone. |
| Short pay owner text | At signup | On your short pay we work with [shop] on the paperwork and [insurer] on the numbers. Nothing to send now. |
| Booking text + the booking link | At signup, office inspection | Let's book your inspection; main lobby of 101 Woodbine Rd; or reply TRAVEL. |
| Email "Book your post-repair inspection" | At signup, office inspection | The booking link and the address. |
| Travel text | At signup, travel inspection | You asked us to come to you: John Hayduk will call you to agree a day, a time and the address. |
| Statute text | Minutes after signup, diminished value and claimant inspections | If this claim ever has to go to court, the deadline to file is [date]. We keep track of it for you. |
Reminders
| Message | When | Says |
|---|---|---|
| Documents reminder text + link | Day 2 and day 12 without documents | We still need [the item] to start on your [type]. |
| Email "Still waiting on one thing to start your case" | Day 2 and day 12 | The same. |
| Booking reminder text + link | Day 2 and day 12 without a booking | Your inspection isn't booked yet. Pick any time with the link, or reply TRAVEL. |
| Range reminder text + agreement link | Day 3 after the range | Any questions about the valuation? The agreement link is in my next text. |
Range, agreement, invoice
| Message | When | Says |
|---|---|---|
| Range text + agreement link | Send range | John Hayduk has emailed you the valuation and our agreement. To go ahead, sign with the link in my next text. |
| Email "Your [vehicle]: what I think we can get" (total loss) / "Your diminished value claim: what I think the car lost" | Send range | The range in dollars over the offer, and what signing starts. |
| Short pay sign text + link, email "Your short pay with [insurer]: one signature to start" | The rewrite is uploaded | Our rewrite is done; to let us take it up with [insurer], please sign. |
| Invoice text and email | Signing (standard fee) | Collision Safety Consultants of PA sent you invoice INV-N for $600.00 due [date]. Invoice link. |
The case moving
| Message | When | Says |
|---|---|---|
| Demand sent text (insured) | Send demand | The demand for appraisal went to [insurer] today. Their appraiser should contact John Hayduk within 7 to 10 business days. |
| Demand sent text (claimant) | Send demand | Your demand went to [insurer] today. They often take a few weeks; we follow up if they go quiet. |
| In contact text | Other appraiser contact date | [Insurer]'s appraiser is now in contact with John Hayduk. Next the two appraisers exchange reports. |
| Umpire text + email "Your claim is going to an umpire" | Umpire = Called | A neutral umpire decides; the fee is shared equally, John sends an invoice for your half and releases his valuation once it is paid |
| Taking it on text | Engaged against Shop or Carrier | We'll take it on from here: John Hayduk is preparing the demand. |
Inspections
| Message | When | Says |
|---|---|---|
| Confirmation text + email "Your inspection is booked" | A booking | Booked for [date time]; meet us in the main lobby of 101 Woodbine Rd unless we agreed to come to you. |
| Sign text + agreement link | Booking and day before, if unsigned | One thing before we meet: please read and sign the inspection agreement. |
| Day-before text | The day before | Your inspection is tomorrow, [date time], in the main lobby… Bring the car and any repair paperwork. |
| Cancelled or missed text + booking link | Cancel or no show | Your inspection did not go ahead. Pick a new time with the link, or reply TRAVEL. |
| Email "Your post-repair inspection report · [vehicle]" + text | The report is uploaded | Your report and the photos; tell me: report only, or take it on? |
Settlement and close
| Message | When | Says |
|---|---|---|
| Settled text + email "Your claim is settled" | Award in | Your claim is settled; [insurer] pays you directly; John is sending the summary. |
| Email "Your settlement on the [vehicle]: the numbers" / "Your diminished value settlement: the numbers" | Send summary | Award, sales tax, title fees, deductible, net to you, and the gain over the first offer. |
| Review text + the Google link | Close, won | Thank you for trusting us; a short Google review helps the next person. |
| How did it end text + email "How did it end?" | Days 30, 60, 90 and 120, then 210 and 300, on a pending outcome or after the third demand chase | How did your claim end up? |
From Sarah
| Message | When | Says |
|---|---|---|
| Her answers | A customer with an open case texts or emails | Where the case stands, what is needed, how it works |
| Missed call text | A customer with an open case calls the 610 and does not get through | Sorry we missed your call. Text me here and I'll answer, or get John Hayduk to call you back. |
| Who-are-you text | A number with no case texts the 610 (once) | Asks who they are |
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