Quotes¶
Pro and Enterprise feature
Quotes are available on the Pro and Enterprise plans. Turning an accepted quote into a work order needs the Enterprise plan, because it uses work orders. Compare plans to find the right fit for your business.
A quote tells your customer what the work will cost before you do it. You can offer up to three options on one quote, such as a standard repair, a better part and a full replacement, and the customer picks the one they want and signs for it online.
Open it from the side menu: Operations → Quotes. Owners, Managers and Dispatchers can build and send quotes. Technicians can open them to see what the customer agreed to.
Build a quote¶
- Click New Quote.
- Search for the customer, choose the service location and give the quote a title.
- Click Create quote. The quote opens as a draft.
In the draft you can:
- Add lines to an option: choose a type (labor, part, permit, inspection, travel or other), describe the work, and enter the quantity and the price. The line amount and the option total update as you go.
- Add from pricebook: pick a priced item from your pricebook and its lines are added at their list price. If the customer holds a membership plan, items that have a Member price show it under the line amount.
- Add option: add a second or third option. Give each one a name and a short description, and tick Recommended on the one you suggest. Only one option can be recommended.
- Save details: set the date the quote is valid until, a message to the customer and your terms.
Tax is added to each option at your default tax rate, unless the customer is tax exempt.
Member savings
When the customer holds a membership plan, each option shows a Member savings line and the draft says which discount applies. On every line the customer gets the plan's percent off or the item's member price, whichever saves more. The two are never combined. Tax is worked out after the savings. The discount is locked in when you send the quote, so if the membership changes later, the sent quote and the invoice made from it keep the same price.
Deposits
You can ask for a deposit as a percentage of the total or as a fixed amount. Deposits need online payments to be turned on for your account. While Stripe collects your sales tax, the deposit control is turned off and the page tells you why.
Send it¶
- Send to customer emails the customer a private link to the quote. The customer needs an email address on file.
- Send without email (copy link) sends the quote without an email and shows you the link, so you can text it or share it yourself.
Once sent, the quote is locked. The customer sees exactly what you sent. To change something, click Revise. That starts a new draft; when you send it, the customer gets the new version and the old link shows that the quote was updated.
A quote expires at the end of its valid-until day in your company's time zone. After that the customer can no longer accept it, and it moves to the Closed tab.
Withdraw takes back a quote you sent. The customer's link stops working. A draft that was never sent can be deleted instead.
What your customer sees¶
The link opens a page with your company name, each option with its lines and totals, and your terms. To accept, the customer:
- Chooses an option.
- Enters their full name.
- Draws their signature, or types their name as their signature.
- Agrees to sign electronically, then clicks Accept and sign.
They can also Decline and tell you why. Either way, you are told (see How you hear back) and the quote moves to the right tab. You also see when the customer first opens the quote.
Customers who use your customer portal also find their quotes under Quotes in the portal, where they can accept or decline in the same way. If a deposit is due, they pay it with the Pay deposit button on the quote in the portal. While a bank (ACH) payment is settling, the quote shows that the deposit is processing.
Both the customer and your team can download the quote as a PDF. After acceptance, the PDF includes the signature.
Signing in person
If you are with the customer, open the quote and click Customer signs here. Hand them the screen to choose the option, sign and agree. The acceptance is recorded the same way.
How you hear back¶
Three moments are announced: the customer opens the quote for the first time, accepts it, or declines it. Each one reaches the person the quote belongs to (whoever created it, unless it was handed to someone else). If that person no longer has an active account, every Owner and Manager hears instead. They get:
- an alert in the Notification Center (the bell icon at the top of the dashboard),
- an email,
- a push notification on the mobile app, if notifications are turned on there. Quiet hours hold it back like any other normal alert.
If your team uses Telegram notifications, your Telegram chat also gets Quote Opened, Quote Accepted (with the chosen option and its total) or Quote Declined, each with a link to the quote.
Follow up on a sent quote¶
While a quote waits for an answer, open it and scroll to Follow-ups.
- Click Write a follow-up and type a short note to the customer.
- Click Save draft. Nothing is emailed yet.
- If some wording needs a second look, such as a promise you cannot back up or a price that is not on the quote, each point is listed under the message with what you wrote and a suggested fix. Change the text and save again, or send it as it is. The check never stops you sending.
- Click Send follow-up. The email carries your note, a link to the quote, each option's price, the valid-until date and your company details.
Send is greyed out, with the reason next to it, when the email cannot go: the quote was accepted, declined, withdrawn or has expired; the quote was revised after the note was written; your company address is incomplete (it links to Company Information); or you changed the text and have not saved it. If the customer unsubscribed from these emails, the first try tells you so and Send stays greyed out. Discard throws a draft away. Past follow-ups are listed underneath with when they were sent.
If you connected an AI app through the AI Connector, it can write a draft for you. Its draft is marked AI draft, and a person on your team still reads and sends it.
The Follow-ups due tab lists sent quotes that are due for a nudge: two days and a week after you sent them, and two days before they expire, unless you already followed up since then.
After the customer accepts¶
| Button | What it does |
|---|---|
| Create Job | Creates a job at the quote's service location, with the chosen option in the description |
| Create work order | Enterprise only. Creates a work order with the chosen option's lines as its approved estimate |
| Issue deposit invoice | Issues the deposit invoice if it could not be issued when the customer accepted |
| Create invoice | After the job is created, invoices the signed option's lines at the signed prices |
| Cancel acceptance | Cancels an accepted quote before any work starts. You give a reason. A paid deposit has to be refunded first |
If a deposit is still unpaid when you create the job, you are asked for a reason to continue. The paid deposit shows as a credit on the final invoice, so the customer is not charged twice.
The Quotes page¶
The page has five tabs: Drafts, Sent, Accepted, Closed (declined, expired, withdrawn, cancelled and invoiced quotes) and Follow-ups due. Search by quote number or title.
The cards at the top show:
- Win rate: of the quotes you sent in the last 90 days that the customer answered or that expired, how many were accepted.
- Won value: the total of the accepted options for those quotes.
- Open pipeline: the total of the recommended option on every quote still waiting for the customer.
The same three figures appear as a Quotes card on the Financial tab of the Performance Dashboard. Win rate and won value there also cover the last 90 days, and the card does not change with the date range you pick on that page.