Time: 2AM, 9/3
Recipients: Email addresses for all claimed Hubs
From: Alex Hawkinson (no-reply)
Subject: New SmartThings Mobile App
Today is a big day for SmartThings, and I’m thrilled to share the news that we’re launching our next generation product line, including updates to our SmartThings app and new hardware.
The new SmartThings app has a new, intuitive design and lots of great new features, including enhanced rooms and device views, and a rich new solution called Smart Home Monitor.
In most cases, you’ll automatically receive the new SmartThings app upgrade sometime after 12pm PT, and Smart Home Monitor will be available for setup in your dashboard shortly thereafter. Your existing setup will continue to work as expected. There are some changes in the navigation, but it should be pretty straightforward. If have any confusion, this support article will help you find what you’re looking for, and of course we’re always available at email@example.com.
We’re also launching a full family of new devices today, including the next generation of our Hub and sensors. Features of the new Hub include video support in beta, battery backup and local processing so many functions will continue to work even if the Hub is offline.
If you’re making the change to a Hub version 2, please note that we’ve updated our Terms of Service to reflect support for video/audio streaming. We also have explicit instructions available on how to migrate and we’ve set up a dedicated support queue at firstname.lastname@example.org to assist you. Our goal is to have an automated device migration tool available by the end of the year if you would prefer to wait. And of course upgrading your Hub is not required to continue to benefit from SmartThings.
My heartfelt thanks for being a SmartThings customer and supporter. We hope you’ll enjoy the new SmartThings experience.
Email 2: Customers with 50 or more connected devcies
From: Ryan Hanna (no-reply)
Subject: SmartThings VIP Support
Hello from SmartThings Support.
This is Ryan Hanna, manager of the SmartThings Support Team. If you’re getting this email, it’s because you have a particularly extensive SmartThings setup in your home. Lots of devices, lots of SmartApps, and hopefully lots of value.
And if you’ve reached out to the support team over the past few years, I hope you’ve directly experienced how passionate and dedicated we are to helping you turn your home into a smart home. Now is no different.
As Alex noted in his earlier email, your current setup will continue to work as expected with the new SmartThings app. You’ll immediately benefit from the new user experience and the power of new features. Please read about the changes and if you have any questions, this article may help or we are available at email@example.com.
If you’re planning to move to the Hub version 2, we recognize that the lack of a device migration tool can be especially frustrating given the scope of your setup. The team is working towards a solution by end of year, but if you want to get started sooner, we are here to help.
If you email firstname.lastname@example.org, I’ve instructed the team to recognize you as a VIP and make sure you receive the fastest response possible. Our support team will be available to help clean up SmartApps, guide you through device removal and re-pairing, delete locations, and provide recommendations on new and improved SmartApps that can make your home smarter than ever.
Thanks for your continued support of SmartThings.
UPDATE: Edited the audience of the 2nd email (50 or more connected device holders)