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Mark a service as requiring customer presence when access or delivery depends on the customer being available. Presence changes both the field team’s expectations and the timing promise Sweeply can send to the customer.

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How Sweeply resolves presence

For each order task, Sweeply uses the first available value in this order:
  1. An explicit value on the order task
  2. The linked subscription task value
  3. The service default
If any task on an order requires presence, the complete visit requires customer presence.

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Effect on before-delivery messages

Your notification settings contain separate timing profiles:
  • Customer must be present defaults to an arrival buffer around the scheduled visit.
  • Customer does not need to be present defaults to communicating the service date only.
When a presence-required notification communicates a time interval, automatic planning preserves that interval. A date-only notification preserves the communicated service date.

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Change the default

1

Open the service

Go to Settings > Services and edit the service.
2

Set Customer present

Turn the setting on when the customer normally must be available for this service.
3

Review existing recurring work

A changed service default affects tasks that still inherit it. Explicit order or subscription task values continue to override the default.
Customer presence does not by itself choose a time. It determines which communication profile and customer promise apply after Planning schedules the order.
Last modified on August 27, 2026