How customer alerts work

Automatic status updates

You don't send customer updates by hand. As the swarm works an event, Snowmass raises alerts on its own and delivers them over two channels:

• Email — sent by email.
• SMS — sent through Twilio.

Each contact you store on a property can receive one or both channels, in their own language (English or Quebec French). The message is chosen from the contact's preference, so a francophone customer gets a courriel written in French and an anglophone gets English.

What triggers an alert

Alerts are tied to real dispatch events, not a fixed clock:

• a pass starts on their property,
• a tractor is en route with a live ETA,
• a service visit is complete,
• the event status changes (for example, the storm response opens or closes).

Because the ETA comes from the same dispatcher that runs the fleet, it moves as conditions change instead of promising a vague "sometime today."

Safeguards built in

• No double-texts — an idempotency cache stops the same SMS from going out twice.
• Quiet hours — overnight messages are held (not dropped) and delivered as a morning summary once the quiet window ends.
• Verified before send — a channel must be confirmed before Snowmass will use it.

Demo and test organizations never send real messages, so you can rehearse a storm without texting anyone.