Every notification event has its own editable template, plus a short list of variables you can drop in to personalize the message. You can edit them all from one place in admin.
Where templates live
Go to Settings → Notifications. You'll see a grid of cards, one per event: Initial Message, Getting Close, Ready, Queue Transfer, Follow-up, Scheduled, Reminder, and Reply Options. Click any card to open its detail page and edit the wording.
Available variables
Use single curly braces for the two core variables:
{firstName}inserts the customer's first name.{queueName}inserts the name of the queue they joined.
Some event templates also support these double-brace variables:
{{businessName}}for your organization name.{{vwrLink}}for a link back to the virtual waiting room.{{gracePeriod}}for the grace-period minutes on the Ready message.{{bookingDateTime}}for the appointment date and time.
Thresholds to set alongside the text
- On Getting Close, set the position number at which the message fires (for example, send when the customer is 3 away).
- On Follow-up, set how many hours after completion the message should go out.
- On Reminder, set how many hours before the appointment the reminder should send.
Writing tips
Keep SMS under 160 characters so it sends as a single segment. Always include the business name so the customer recognizes who's texting them.
Common problems
- Customers see
{firstName}in the text instead of their name. You probably wrote{{firstName}}with double braces. The core variables use single braces. - A variable never fills in. Only the variables listed above exist. Things like
{{name}},{{position}}, or{{wait}}aren't supported and will show up as literal text. - Text is getting cut off. Long SMS messages split into multi-part texts and may arrive out of order. Trim the template or move the long version to email.
- Edits didn't save. Click Save on the detail page, not just the back arrow. The grid of cards won't update the stored template on its own.