SMS notifications are built into MakeTheQueue. There's nothing to install, no phone number to provision, and no third-party account to configure. You turn SMS on per queue, edit the wording if you want, and we handle the delivery.

Turn on SMS for a queue

The Notifications settings page with per-queue channels and message templates
  1. In the admin sidebar, click Settings, then Notifications.
  2. In the Channels per queue section at the top, switch SMS on for the queue. Nothing is sent for a queue until a channel is enabled here.
  3. Optionally switch on Auto-notify on call so the "it's your turn" message goes out automatically when staff calls the customer.
  4. Edit the message wording in the template list below. The two core variables, {firstName} and {queueName}, are auto-replaced when the message goes out.

What gets sent

Once SMS is on, MakeTheQueue can send any of these events for that queue:

  • Initial message right after a customer joins.
  • Getting close when their position passes a threshold you set.
  • Ready when staff marks them as serving.
  • Queue transfer if you move them to a different queue.
  • Follow-up a configurable number of hours after they're completed.
  • Scheduled when a customer books an appointment.
  • Reminder a configurable number of hours before an appointment.

Wording for each of these lives in Settings → Notifications and applies across all queues.

Monthly SMS limits

Paid plans include a monthly SMS allowance; Free is email only. Your plan's allowance is shown on the pricing page and in Settings → Plan. When you hit the limit, sending hard-stops for that billing period so there are no surprise overages. You can buy an SMS add-on pack to top up, or upgrade to a higher plan at any time.

Common problems

  • No texts are going out. Confirm SMS is switched on for that queue under Settings → Notifications → Channels per queue. Channels are per-queue, so a different queue may be configured but this one isn't.
  • Customers said the text looked blank. The template was probably saved empty. Open the message in Settings → Notifications and put the wording back.
  • You hit the monthly limit early. Buy an SMS add-on pack from Settings → Plan, or upgrade your plan for a higher monthly allowance.
  • You're on Free and want SMS. SMS isn't included on Free. Upgrade to Starter to turn it on.

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