Service notices: tell your customers what is happening

A service notice is one email about maintenance, an outage or a change, sent to the people at your customers who need to know. It goes out right away, needs no approval, and still reaches people who opted out of marketing, because it is not marketing. You send yourself a test first, and you have 10 seconds to take it back after you press Send. Notices live on Campaigns & sequences, on the Service notices tab.

• Tenant admins, service managers and dispatchers, with or without CRM access.
• Account executives, sales managers and people with Full CRM, when they have CRM access. An account executive's notice reaches only the companies in their own book, and they can send an update only to a notice they sent.
• Never a Partner Viewer, and never finance.
• If a service manager does not see + New on the Service notices tab, a tenant admin can turn on CRM access for them in Users & roles.

1. 1
   Open + New and pick Service notice

   On Campaigns & sequences, press + New and choose Service notice. If you can send notices but not campaigns, the builder opens straight on it.
2. 2
   Choose who gets it

   Pick All customers (every company marked as a customer that is still active; the screen uses your workspace's own word for customers), a customer group (every site in the group), or Choose companies and search them by name. Under Contacts at each company, switch on Primary, Billing or Technical. With none switched on, every active contact with an email at each company gets it.
3. 3
   Write it

   Choose AI writes it to jot down what is happening, or dictate it, and press Enhance; or choose I'll write it and write every word yourself. Say what is happening, who it affects and when. Pick one of the four looks, and check the preview beside the text.
4. 4
   Test and send

   Press Send me a test. It goes to your own address, marked as a test. Once it arrives and reads right, press Send. If you change anything after the test, Current asks for a new test first.
5. 5
   Undo if you need to

   A toast counts down, Sending in 9 s, with Undo beside it. Press Undo within those 10 seconds and nothing goes out: the notice is a draft again. After that it is on its way. The person who sent it or a tenant admin can take it back.

Each role toggle shows how many contacts hold it. A role nobody holds yet is greyed out with the reason, so you are never left guessing why it does nothing. Primary contacts come from your PSA. Billing and Technical can come from your PSA's contact types where your PSA has them, and anyone with edit rights can set them by hand on a contact; see "Contacts: find, tag, verify, and email your people".

• If a company has none of these: choose Send to all its contacts (the default) or Skip it. The live count tells you how many companies were skipped this way.
• Except: leave out whole companies, or open Preview list and press × beside a person to take them out of this notice.
• Preview list shows everyone the notice will reach, a page at a time, grouped by company with each person's roles.
• The live bar shows the total, for example 214 people at 63 companies, and a line about who is skipped and why.

A notice carries no unsubscribe link, because it is not marketing. Use it for news people need, never for an offer: that is what a campaign is for, and a campaign honours every unsubscribe.

When the work runs long or the outage is over, open the notice's ⋯ menu on the Service notices tab and choose Send update. The update goes to exactly the people who got the first notice; you cannot change who gets it. It keeps the same subject, so most inboxes show it in the same conversation, and the first line should say what changed. Before you send, the screen tells you how many people it goes to and how many are now skipped, for example someone whose address has bounced since. An update goes through the same test, Send and 10-second Undo as the first notice, and shows nested under it on the tab.

• Draft, Testing, Sending, Sent, Canceled or Failed for each notice and each update.
• Sent to and delivered counts, and how many were not delivered.
• Continue on a draft, Open on anything else. A sent notice opens read-only: to correct it, send an update.