Map verified project events to approved customer-safe message purposes.
Customer and service / Customer notifications
Solar customer notification and delivery workflow
Treat communication as a governed workflow with delivery evidence rather than assuming that a sent message reached the customer.
Record
01Notification event
02Message template
03Communication preference
04Delivery record
Current reviewReceive a verified internal event
Configured during assessment- 01Receive a verified internal eventCurrent decision
- 02Translate it into approved customer contextNext controlled handoff
- 03Select recipient and allowed channelNext controlled handoff
- 04Send and record delivery evidenceNext controlled handoff
Why this workflow breaks
Customers lose confidence when milestone, appointment, document, or delay messages are inconsistent or fail without follow-up. A “sent” flag does not prove delivery, and internal notes should never leak into customer communication.
Solar1 starts by documenting the decisions and failure paths. Configuration follows only after the operating boundary is understood.
Workflow sequence
Keep the handoff visible from first review to accepted outcome.
- 01Receive a verified internal event
- 02Translate it into approved customer context
- 03Select recipient and allowed channel
- 04Send and record delivery evidence
- 05Resolve failures, replies, or required follow-up
What to configure
Specific controls, qualified by implementation.
Configure channel preferences, templates, recipients, and internal review where required.
Record provider response, delivery status, failure, retry, and escalation decisions.
Link customer replies and unresolved needs to one accountable support record.
Assessment output
A shared definition of the records, owners, and acceptance checks.
Records in scope
- Notification event
- Message template
- Communication preference
- Delivery record
- Support ticket
Roles in the decision
- Customer communications specialist
- Project manager
- Support representative
Checks before rollout
- Approve message purposes and customer-safe source events.
- Validate channel provider evidence and failure states.
- Test opt-out, wrong-recipient, bounce, and escalation paths.
Questions to settle
Questions to settle before configuring customer notifications.
Which project events should notify customers?+
The installer should approve specific events such as appointment, document, milestone, delay, inspection, or activation updates and the context for each.
How do we know a message was delivered?+
Where the selected channel provides status evidence, the delivery record can retain that response and route failures for review.
Can customers choose communication channels?+
Preferences can be mapped within consent, operational, and provider constraints confirmed during implementation.
Next step