# Product vocabulary

When and how to use words for our in-product experience.

For an overview of how we speak on behalf of the Jobber brand, refer to the
[Voice and Tone Guidelines](https://jobber.atlassian.net/l/c/8vMbiEG1).

For feature and product positioning guidance, refer to the
[Product Messaging Guide](https://docs.google.com/document/d/1W8CUyeJUIgbUXuWh87mgeoWScyL1OuF0-2hUujhP1Rs/edit?usp=sharing).

***

## People and us

### account / profile

Use **account** in reference to the SP's business' Jobber account.

| ✅ **Do**                                          | ❌ **Don't**                                                         |
| ------------------------------------------------- | ------------------------------------------------------------------- |
| Only the account owner can set up Jobber Payments | Your account can not set up Jobber Payments for this Jobber account |

Use **profile** for individual users to reduce ambiguity.

| **✅ Do**                                                  | **❌ Don't**                                                          |
| --------------------------------------------------------- | -------------------------------------------------------------------- |
| Join Lawn Care Pro Co. on Jobber by creating your profile | Join Lawn Care Pro Co.'s account by creating your own Jobber account |

### administrator / admin

Always refer to this permission set as **administrator** permission for
consistency with what appears on **Manage Team**.

### client / customer

We call our Jobber subscribers **customers** and we call the people they serve
**clients**.

| **✅ Do**                                                | **❌ Don't**                                               |
| ------------------------------------------------------- | --------------------------------------------------------- |
| All selected invoices have been emailed to your clients | All selected invoices have been emailed to your customers |

Sometimes in product, the context makes sense to use **customer** as terms our
integration partners use or as a blanket term for existing clients and new
leads.

| **✅ Do**                                             | **❌ Don't**                                            |
| ---------------------------------------------------- | ------------------------------------------------------ |
| Sync clients with active QuickBooks Online customers | Sync customers with active QuickBooks Online customers |

### Jobber / Jobber.com / Jobber mobile app

Refer to our overall software regardless of platform as **Jobber**.

When its necessary to be platform specific, use **Jobber.com** when referring to
the app accessed through our website when a user logs in.

| **✅ Do**                                        | **❌ Don't**                         |
| ----------------------------------------------- | ----------------------------------- |
| View your schedule by logging in on Jobber.com. | View your schedule on Jobber Online |

Use **Jobber mobile app** when referring to the iOS or Android version of
Jobber.

| **✅ Do**                                     | **❌ Don't**                                 |
| -------------------------------------------- | ------------------------------------------- |
| View your schedule in the Jobber mobile app. | View your schedule in the Jobber mobile app |

### users / team / team members / field worker

Use **users** when referring to the account's user limit, permissions, or
individual team management.

| **✅ Do**                                         | **❌ Don't**                                        |
| ------------------------------------------------ | -------------------------------------------------- |
| This user will be over your account’s user limit | This person will be over your account's user limit |

Never use **users** to refer to an individual directly.

| **✅ Do**                                                                     | **❌ Don't**                                                                             |
| ---------------------------------------------------------------------------- | --------------------------------------------------------------------------------------- |
| Feedback from people like you will help us shape the future of this feature. | The feedback we receive from users like you will help shape the future of this feature. |

Use **team member** or team when referring to assignments, time sheets and other
work specific areas.

| **✅ Do**                                           | **❌ Don't**                                 |
| -------------------------------------------------- | ------------------------------------------- |
| No team members are currently assigned to this job | No users are currently assigned to this job |

Never use **fieldworker** as this does not cover all company roles
appropriately.

### we / our

Generally avoid referring to Jobber as **we** - focus on the user and what they
can do rather than on Jobber itself.

| **✅ Do**                                                                            | **❌ Don't**                                                                                |
| ----------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------ |
| The Mailchimp integration could not be set up. Please correct the following errors: | We weren't able to set up your Mailchimp integration. Please correct the following errors: |

Use **we** when we are actually performing an action for the user or making a
suggestion.

| **✅ Do**                                                           | **❌ Don't**                                                                 |
| ------------------------------------------------------------------ | --------------------------------------------------------------------------- |
| We'll email you as soon as we hear back from the cardholder's bank | You'll receive an email when a response is given from the cardholder's bank |

Use **our** when referencing our teams, help center, or services we offer.

| **✅ Do**                                                             | **❌ Don't**                                                                 |
| -------------------------------------------------------------------- | --------------------------------------------------------------------------- |
| Jobber Payments is our seamless and secure online payment processor. | Jobber Payments is a seamless and secure online payment processor in Jobber |

### you / you're / you are

Referring to the user directly can help avoid awkward phrasing in our messaging.
Stay human.

| **✅ Do**                             | **❌ Don't**                                              |
| ------------------------------------ | -------------------------------------------------------- |
| You are over your plan’s user limit. | This Jobber account is over the user limit of it's plan. |

For validation and inline errors, avoid saying the user caused the error.

| **✅ Do**                        | **❌ Don't**                            |
| ------------------------------- | -------------------------------------- |
| Deposit amount must be positive | Your entered deposit amount is invalid |

## Actions

### above / below / left / right

Avoid spatial terms to direct users as they can be misinterpreted or irrelevant
depending on screen size, screen reader, and so on. Reference a call to action
and the component directly when possible.

| **✅ Do**                                                     | **❌ Don't**                                                        |
| ------------------------------------------------------------ | ------------------------------------------------------------------ |
| Finish linking your Google and Jobber accounts by logging in | Finish linking your Google and Jobber accounts by logging in below |
| View the sample's details in the following list              | Click on the request below to view it's details                    |

### add / create / new

Use **create new** when a user is generating something from scratch within
Jobber. Abbreviating to **New \[object]** for page or view titles.

Use **add** when a user is adding something to an object in Jobber, even if that
object is being newly created (ex. a note).

### back / continue / next / previous

Use **continue** and **back** (or an accessible back arrow icon) when progress
is saved at each step on a form (ie. Save and Continue).

Use **next** and **previous** in product tours or in pagination.

### click / tap / press

Avoid using verbs that are platform specific and that make assumptions about how
a user is navigating an interface.

| **✅ Do**                     | **❌ Don't**               |
| ---------------------------- | ------------------------- |
| Select an option to continue | Tap an option to continue |

### close / dismiss / cancel

Use an X icon with "**close**" as the accessible label for modals. Use
**cancel** for modals where the user can lose changes, such as forms.

### delete / destroy / remove

Use **delete** when permanently erasing information available in Jobber. Always
follow up with a confirmation dialog. Think of **delete** as the inverse of
[**create**](#add--create--new).

| **✅ Do**      | **❌ Don't**   |
| ------------- | ------------- |
| Delete Quote  | Remove Quote  |
| Delete Client | Remove Client |

Use **remove** when hiding information from the current view but not permanently
erasing it. Think of **remove** as the inverse of [**add**](#add--create--new).

| **✅ Do**                          | **❌ Don't**                       |
| --------------------------------- | --------------------------------- |
| Remove users over your plan limit | Delete users over your plan limit |
| Remove tax rate                   | Delete tax rate from group rate   |

Never use **destroy** unless Wreck-it Ralph is making a cameo.

### enable / disable / turn on / turn off / connect / disconnect

When discussing Jobber features, use **turn on** and **turn off** for
controlling the availability of it on an account.

| **✅ Do**                | **❌ Don't**            |
| ----------------------- | ---------------------- |
| Turn on Jobber Payments | Enable Jobber Payments |

When referencing the apps in the App Marketplace, use **connect** and
**disconnect** for controlling their availability.

| **✅ Do**          | **❌ Don't**       |
| ----------------- | ----------------- |
| Connect Mailchimp | Turn on Mailchimp |

### export / import / download / upload

Use **export** and **import** when data is moving in or out of Jobber and is
converted into a different format.

| **✅ Do**      | **❌ Don't**     |
| ------------- | --------------- |
| Import CSV    | Upload CSV      |
| Export Report | Download Report |

Use **download** and **upload** when data is being transferred in or out of
Jobber in the same format.

| **✅ Do**             | **❌ Don't**        |
| -------------------- | ------------------ |
| Upload photo         | Import photo       |
| Download attachments | Export attachments |

### got it

Use **got it** as a call to action when a user can acknowledge a message without
taking action on it, like in promo cards or onboarding.

### link / attach / copy / clone / duplicate

Use **link** when the same information is shown elsewhere in Jobber but not
copied to create a new version.

| **✅ Do**                           | **❌ Don't**                        |
| ---------------------------------- | ---------------------------------- |
| Link quote note to related invoice | Copy quote note to related invoice |

Use **copy** when Jobber creates a new version that would have no effect on the
original when edited.

| **✅ Do**   | **❌ Don't**     |
| ---------- | --------------- |
| Copy Quote | Duplicate Quote |

Use **attach** when describing receipts, forms or signatures being added to an
object. For file selection, use **select a file** for consistency.

| **✅ Do**                                                    | **❌ Don't**                                                 |
| ----------------------------------------------------------- | ----------------------------------------------------------- |
| Attach a receipt to this expense  [Select a file](#actions) | Attach a receipt to this expense  [Attach a file](#actions) |

### refresh / reload

Use **refresh** in error messages or on error banner actions, for system or
connectivity errors. Although 'Reload' and 'Refresh' have the same meaning, use
'Refresh' for consistency.

| **✅ Do** | **❌ Don't** |
| -------- | ----------- |
| Refresh  | Reload      |

### save / update / submit

Use **save** at the end of a form on completion or **save changes** on editing.

| **✅ Do**                | **❌ Don't** |
| ----------------------- | ----------- |
| Save Job / Save Changes | Update Job  |

Use **update** when individual changes or groups of changes can be saved inline
without needing to save a whole view or page.

| **✅ Do**              | **❌ Don't**         |
| --------------------- | ------------------- |
| Update Business Hours | Save Business Hours |

Use **submit** when an account user is completing and sending a form to Jobber,
or when a service consumer is submitting a form to their service provider.

| **✅ Do**        | **❌ Don't**   |
| --------------- | ------------- |
| Submit Feedback | Save Feedback |

### sync / pull / push

Use sync when a process with integration is active or to describe an integration
in a general way.

| **✅ Do**                             | **❌ Don't**                          |
| ------------------------------------ | ------------------------------------ |
| It appears the sync may have stalled | It appears the push may have stalled |

Use **pull** or **push** when the sync is explicitly one-way with any aspect of
an integration.

| **✅ Do**                                               | **❌ Don't**                                            |
| ------------------------------------------------------ | ------------------------------------------------------ |
| Push approved timesheet hours                          | Sync approved timesheet hours                          |
| All active items will be pulled from QuickBooks Online | All active items will be synced from QuickBooks Online |

### vault / vaulted / add / store

Avoid using **vault** or **vaulted** for card storage. Use **add** and **store**
instead.

| **✅ Do**                              | **❌ Don't**                                      |
| ------------------------------------- | ------------------------------------------------ |
| Stored cards will need to be re-added | Any vaulted cards will need to be re-established |

## Concepts and items

In general, none of these should be capitalized unless explicitly stated or when
used in a page title.

### address / property / service address / billing address

Use **property** when referring to the service address, custom fields and tax
rate altogether.

On quotes and invoices, use **service address** instead of property address to
clearly differentiate between a **billing address**.

### app / application / integration

Use app when referring to the Jobber app itself, or the apps provided within the
App Marketplace. Apps in the Marketplace can also just be referred to by their
brand name.

| **✅ Do**                                                      | **❌ Don't**                                                                   |
| ------------------------------------------------------------- | ----------------------------------------------------------------------------- |
| Try the Jobber app                                            | Try the Jobber Mobile Application                                             |
| Connect Mailchimp to your account to automate your marketing. | Connect the Mailchimp integration to your account to automate your marketing. |

Use integration when referring to how an app connects with Jobber.

| **✅ Do**                                                                                                                       | **❌ Don't**                                                                                                            |
| ------------------------------------------------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------- |
| The Mailchimp integration will be removed because the user who connected it to Jobber no longer has administrator permissions. | The Mailchimp app will be removed because the user who connected it to Jobber no longer has administrator permissions. |

### assessment / visit / appointment

Use **appointment** to describe both visits and assessments to service consumers
in emails and within client hub, or to refer to scheduled events in the calendar
in a generalized manner.

Within Jobber, use **visit** or **assessment** as the name for those distinct
items.

### attachment / file

Use **attachments** when referring to files as a grouping rather than singular
or as a verb.

| **✅ Do**                     | **❌ Don't**       |
| ---------------------------- | ----------------- |
| Internal notes & attachments | Add an attachment |
| Quote attachments            | Attach a file     |
| Email attachments            |                   |

### client hub

Always refer to our service consumer portal as the customer's client hub. Stick
to sentence case, as it is a general term, not branded.

| **✅ Do**                                   | **❌ Don't**                                |
| ------------------------------------------ | ------------------------------------------ |
| Changes will be visible in your client hub | Changes will be visible in your Client Hub |

### estimate / quote

TBD

### help center / help docs / help documentation / learn more

Use Help Center exclusively when linking to additional help documentation, and
link to the related document directly when possible.

| \*\*✅ Do \*\*                                                                             | **❌ Don't**                                                                                 |
| ----------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------- |
| Learn how disputes work and how to prevent them in our [Help Center](#concepts-and-items) | Learn how disputes work and how to prevent them in our [Documentation](#concepts-and-items) |

Avoid using **learn more** as a link's label as it is poor for accessibility.
Stick to descriptive labels that give more context of where the link is taking a
user.

| **✅ Do**                                                                                  | **❌ Don't**                                                                               |
| ----------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------- |
| Learn how disputes work and how to prevent them in our [Help Center](#concepts-and-items) | Want to know how disputes work and how to prevent them? [Learn more](#concepts-and-items) |

### Jobber Card Reader

Always refer to **Jobber Card Reader** in title case, as it's our branded
feature.

### Jobber Payments

Always refer to **Jobber Payments** in title case, as it's our branded feature.

### Jobber Labs / beta

We always refer to our area for experimentation with new functionality as the
branded feature, **Jobber Labs**.

### products and services / products & services / line items

Use **products and services** (and avoid flipping the words) when referring to
the master list of them in body text, and sentences in general.

| **✅ Do**                                                                                        | **❌ Don't**                                                                          |
| ----------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------ |
| The exported products and services are attached in a CSV file                                   | Attached are your exported products & services in a CSV file                         |
| Would you like to add recommended products and services based on your industry to your account? | Would you like to add recommended line items based on your industry to your account? |

Use **products & services** for titles and navigation to keep things short and
snappy.

| **✅ Do**                   | **❌ Don't**                  |
| -------------------------- | ---------------------------- |
| Add to Products & Services | Add to Products and Services |

Use **line items** to describe the groupings of products and services on a
quote, job or invoice.

| **✅ Do**               | **❌ Don't**                     |
| ---------------------- | ------------------------------- |
| Add line item to quote | Add product or service to quote |

### subscription / subscribe(d) / plan

Use **subscription** in reference to an SP’s individual recurring payment and
how it is managed.

Use **subscribe(d)** as a verb referring to the act of choosing, or having
chosen, a plan.

Use **plan** in reference to
[Jobber's pre-determined feature templates](https://getjobber.com/pricing/)
users can subscribe to.

### task / basic task / to do

Use **task** when referring to all task items in Jobber.

| **✅ Do** | **❌ Don't**    |
| -------- | -------------- |
| New task | New basic task |

### text / text message / sms

Use **text message** where space allows, and **text** as an action verb when
space is limited.

### timesheets

**Timesheets** is a single word in Jobber.

| **✅ Do**           | **❌ Don't**         |
| ------------------ | ------------------- |
| Approve timesheets | Approve time sheets |

### track / log / record

TBD

## General phrasing

### please

Avoid **please** for the most part, particularly in error messages to avoid
overuse and loss of meaning.

| **✅ Do**         | **❌ Don't**             |
| ---------------- | ----------------------- |
| Enter your email | Please enter your email |

Use **please** sparingly when we're requesting the user to take additional
effort to resolve an issue, outside of standard errors.

| **✅ Do**                                                                       | **❌ Don't**                                                              |
| ------------------------------------------------------------------------------ | ------------------------------------------------------------------------ |
| Your card cannot be used to make this payment, please contact your card issuer | Your card cannot be used to make this payment. Contact your card issuer. |

### sorry

Avoid using **sorry** much like the word please, as they can lose meaning when
overused.

| **✅ Do**                                          | **❌ Don't**                                                                                           |
| ------------------------------------------------- | ----------------------------------------------------------------------------------------------------- |
| Client cannot have more than 1500 email addresses | Sorry, can not add email address. You may not have more than 1500 email addresses on a single client. |

### success, successful, successfully

Avoid these words in general as they are redundant.

| **✅ Do**                | **❌ Don't**                      |
| ----------------------- | -------------------------------- |
| Your password was reset | Successfully reset your password |

If referring to the **Success** team, always capitalize Success.

| **✅ Do**                                             | **❌ Don't**                                          |
| ---------------------------------------------------- | ---------------------------------------------------- |
| Please contact our Success team for more information | Please contact the success team for more information |

### valid / invalid

Avoid defaulting to generic messages for invalid fields where possible, as they
can be unhelpful.

| **✅ Do**                       | **❌ Don't**                |
| ------------------------------ | -------------------------- |
| Email address must contain a @ | Enter a valid phone number |

Sometimes we can't account for all states of an error though, in this case err
on using "valid".

| **✅ Do**                      | **❌ Don't**                                      |
| ----------------------------- | ------------------------------------------------ |
| Enter a valid expiration year | The expiration year is invalid, please try again |
