The default SMS template is designed to get strong response rates, but you can customize it to better match your brand voice or add business-specific context.
Who can customize the template
Only Admins can edit the SMS template. Moderators see and use the template but cannot modify it. If you're a Moderator who needs a template change, ask your Admin.
How to edit your template
Go to Settings > SMS > Template. You'll see the current template with variable placeholders highlighted. Click Edit to enter edit mode. Make your changes in the text area, keeping the {{name}} and {{link}} placeholders in place — these are required.
Character limits and best practices
SMS messages should be under 160 characters to avoid being split into multiple parts. The {{name}} and {{link}} variables count as approximately 10 and 30 characters respectively. Use the character counter below the template to stay within limits. Shorter, direct messages consistently outperform longer ones.
Saving and previewing
Click Preview to see how your template will look with a sample customer name. When you're satisfied, click Save Template. The new template will be used for all future requests. Existing sent messages are not affected.