Templates can be a great way to quickly respond to common customer questions. If you have several locations and many employees, templates can also standardize the way you interact with customers. (For specific instructions on making a template, the steps in “Creating & Editing Messaging Templates.”)
Attention: If a text message is more than 160 characters, it will be split into multiple messages. If you need to include a link in a template, you can use a third-party product like bitly to shorten the link.
| Category | Type | Template Text | Example |
|---|---|---|---|
| Employee greeting | Thanks for texting :location_name:. My name is :user_first_name:, and I'll be helping you today. | Thanks for texting H&A. My name is Kathleen, and I’ll be helping you today. | |
| Save our number | :customer_first_name:, this is :location_name:. You can now reach us via text! Please add us to your contacts list so you won’t miss any messages. | Marcos, this is H&A. You can now reach us via text! Please add us to your contacts list so you won’t miss any messages. | |
| Wrong number | Looks like you have the wrong number. You’ve reached :location_name:. Please let us know if we can help you with anything. | Looks like you have the wrong number. You’ve reached H&A. Please let us know if we can help you with anything. | |
| Scheduling | :customer_first_name:, if you’d like to schedule an appointment with us, please use this link: [LINK]. | Su, if you’d like to schedule an appointment with us, please use this link: https://bit.ly/31gnSFK. | |
| Confirming/canceling | Hi :customer_first_name:, you have an appointment on [DATE] at [TIME] with [NAME]. Text us CONFIRM, RESCHEDULE, or CANCEL. Note: You’ll need to update the date, time, and name manually before sending. |
Hi, Kathleen, you have an appointment with us on April 26th at 10:00 a.m. with Dr. Mitchell. Text us CONFIRM, RESCHEDULE, or CANCEL. | |
| Reminders | Hi :customer_first_name:, you have an appointment tomorrow at [TIME] with [NAME]. See you then! Note: You’ll need to update the time and name manually before sending. |
Hi Reshard, you have an appointment tomorrow at 9:00 a.m. with Josh. See you then! | |
| Overdue service reminder | :customer_first_name:, just a friendly reminder that you’re overdue for a service. You can schedule an appointment using this link: [LINK]. | Kendra, just a friendly reminder that you’re overdue for a service. You can schedule an appointment using this link: https://bit.ly/31gnSFK. | |
| Holiday hours | Happy holidays! We wanted to let you know that our office will be closed [DATE] through [DATE]. We’ll respond to your message when we get back. Note: You’ll need to update the dates manually before sending. |
Happy holidays! We wanted to let you know that our office will be closed Dec. 24th through Jan 1st. We’ll respond to your message when we get back. | |
| Delivery shipped | Great news! Your order has been shipped and will arrive by [DATE]. Note: You’ll need to update the date manually before sending. |
Great news! Your order has been shipped and will arrive by July 8th. | |
| Product has been delivered | Hi :customer_first_name:, your order has been delivered. | Hi Julio, your order has been delivered. | |
| Pickup ready | Hi :customer_first_name:, we wanted to let you know that your order has arrived. Stop by :location_address: during business hours to pick it up. | Hi Quinton, we wanted to let you know that your order has arrived. Stop by 1650 Digital Dr, Lehi, UT 84043 during business hours to pick it up. | |
| Set wait expectation | Thanks for the information. Give me a few minutes while I look into this. | Thanks for the information. Give me a few minutes while I look into this. | |
| Account details | Thanks for reaching out! To pull up your account, I’ll need your first and last name, and your email address. | Thanks for reaching out! To pull up your account, I’ll need your first and last name, and your email address. | |
| Reset password | :customer_first_name:, it sounds like you’re having trouble signing in to your account. Follow these instructions to reset your password: [LINK]. | James, it sounds like you’re having trouble signing in to your account. Follow these instructions to reset your password: https://bit.ly/3tV2SR7. | |
| End conversation | Glad I could help! Is there anything else I can do for you today? | Glad I could help! Is there anything else I can do for you today? | |
| Express empathy | I’m sorry to hear you’re having trouble. I’d like to help you resolve your issue today. | I’m sorry to hear you’re having trouble. I’d like to help you resolve your issue today. | |
| Payment due | :customer_first_name:, Thanks for choosing :location_name:! Use the link to pay your bill [LINK]. | Samah, thanks for choosing H&A! Use the link to pay your bill https://pay.podium.co/V4xmy59. | |
| Payment reminder | :customer_first_name: according to our record you haven’t paid your bill. Please click the link to pay your bill now [LINK]. Note: You should resend the original payment request link unless it has expired. If the link has expired, you’ll need to create a new one. |
Rebecca according to our record you haven’t paid your bill. Please click the link to pay your bill now https://pay.podium.co/V4xmy59. | |
| Overdue payment | :customer_first_name: according to our records your payment is overdue. Please click the link to pay your bill now [LINK]. Note: You should resend the original payment request link unless it has expired. If the link has expired, you’ll need to create a new one. |
Luella according to our records your payment is overdue. Please click the link to pay your bill now https://pay.podium.co/V4xmy59. | |
| Fill out documents | :customer_first_name:, please fill out these forms before your appointment tomorrow [LINK]. | Dominique, please fill out these forms before your appointment tomorrowhttps://bit.ly/31gnSFK. | |
| Send documents | :customer_first_name:, Here are the documents you requested [DOCUMENT NAME]. Please let us know if you have any questions. Note: You’ll need to update the document name manually before sending. |
Oliver, here are the documents you requested. Please let us know if you have any questions. |