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Customize SMS notification content?

Paula Hendrix

The team is asking about personalizing our customer SMS notifications — specifically, can we edit the message content and include our company name more prominently? Currently the messages feel very generic and we'd like them to better reflect our brand voice. Also curious if we can adjust timing (e.g., "technician en route" sent 15 min before arrival rather than immediately).

I've looked through the settings but only see on/off toggles, not content editing. Are we missing something, or is this functionality limited?

Thanks in advance for any guidance.

  • 0

    Hi Paula, happy to help!

    SMS customization is available on Pro and Enterprise plans. Here's how to access it:

    1. Go to Settings → Notifications → Customer SMS
    2. Click Edit Template next to any notification type
    3. You'll see variables like {{technician.name}}, {{company.name}}, and {{eta.minutes}} that auto-populate
    4. Customize the message body (160 char limit for single SMS; longer messages split)

    For the "en route" timing, look for Trigger Settings — you can set a delay or schedule it relative to departure rather than arrival.

    See this article for full steps on template variables and character limits.

  • 0

    Just to add — we've been using custom SMS for about 6 months and I strongly recommend keeping messages under 120 characters even though the limit is 160.

    Why? Some carriers add prefixes that push you over the single-SMS threshold, and customers get annoyed by multi-part messages. Also, test on actual devices — emojis can render weirdly on older phones.

    Pro tip: We added a short URL to our booking portal in the "job complete" message and saw a 20% uptick in rebooking requests.

  • 0

    API approach if you need more control than the UI allows:

    POST /v2/notifications/templates
{
  "type": "technician_en_route",
  "body": "{{company.name}}: {{technician.name}} is on the way. Track: {{tracking.url}}",
  "delay_minutes": 15
}

    Template variables are validated server-side. Full list: GET /v2/notifications/variables

  • 0 in reply to Carlos Vega

    Thanks Carlos — we're not on API access yet but good to know that's an option if we need deeper customization down the road. Appreciate the code sample.

  • 0

    Wait I'm confused — I tried to edit our SMS templates and I don't see the "Edit Template" button? We're on the Starter plan so maybe that's it? I went to Settings → Notifications and there's just toggles for on/off like Paula said!

    Also does anyone know if the custom messages work for both SMS and email or do you have to set them up separately? Our customers sometimes get both and I don't want them to be totally different!

    Thanks so much for any help!!

  • 0 in reply to Brianna Simmons

    Hi Brianna — yes, template editing requires Pro or Enterprise. On Starter, the messages are standardized.

    SMS and email templates are configured separately, so you can customize each channel independently. Most teams keep them similar in tone but optimize length for SMS (shorter) vs. email (more detail).

    Happy to help you explore upgrade options if that would work for your team!