How to customise your SMS message templates
In Timely, you have a range of automated messages that you can send to customers:
- Booking reminders.
- Booking confirmations and notifications.
- Notifications for customers who do not show up.
- Follow-up messages.
- Rebooking reminders.
These are a great way to keep customers in the loop with their appointments, without having to manually contact each customer individually.
Using Placeholder tags
When you create a new automated SMS message, you will be prompted to set the SMS template.
We will give you a default suggestion, but you can customise those messages to suit your specific business:
This is done using " Placeholder tags", which you can see on the left-hand side of the screen - the number in brackets is the number of characters you will need to use that tag.
When you add a Placeholder tag to an SMS template, we will automatically populate the customer's message with the relevant information:
Adjusting the SMS template
Now that you know how to use placeholder tags, you can craft your SMS template. Remember you only have 160 characters, so use them wisely!
- Head to Setup > Customer messages in the main menu.
- Locate the SMS message in the list and click Edit:
- Scroll down to the SMS template section:
- Click anywhere in the Your message field to start editing the message:
- Copy any relevant placeholder tags from the left-hand side and paste these in the Your message field:
- Check the Preview below to see how this looks.
- If you are setting up a reminder message and have two-way confirmation enabled, then you will see two previews.
A Preview for confirmed bookings and a Preview for 2-way confirmation for bookings that are not yet confirmed:
Note: When Two-way confirmations are in place we'll automatically add a "Text Y to confirm" to the end of your message, so you will have less characters available.
- If you make a mistake, or want to start from scratch you can use the Reset to default button to start again.
- Click Save when you're ready to apply your changes.
- SMS messages are restricted to 160 characters, so you may need to get creative with your wording.
- Messages will come from a randomly generated number, so make sure to include your business name so customer's know who the message is from.
- Placeholder tags aren't currently supported in ad-hoc (one off) messages or bulk SMS messaging.
- The place holders must be spelt correctly (including the underscores) and they must be in upper case.