Your customers already get a text before their next subscription order ships. With two-way SMS, they can act on it right there — no app, no login, no link. They just reply.
This works with both Postscript and Klaviyo SMS.
What customers can reply
When Appstle sends the Upcoming Order notification through Postscript or Klaviyo SMS, the customer can reply to that message:
SKIP — skips that upcoming order
1 — delays that order by 7 days
2 — delays that order by 14 days
Appstle applies the change and texts back a confirmation.
Replies are not case sensitive, and stray spaces or punctuation are ignored — skip, Skip. and 1 all work. Anything else (a question, a comment, a compliance keyword like STOP) is ignored and never changes a subscription.
Before you start
Postscript or Klaviyo is connected under More > App Integrations.
Your Upcoming Order notification is turned on and going out through that provider. The reply window only opens for that message.
Your plan includes Quick Actions and Integrations (Business Premium and above). You can check this on the Billing page.
The subscription has a phone number in international format, for example +14155550123. Replies are matched to the subscription using the number the customer texts from.
Postscript accounts need conversational message access so Appstle can text the confirmation back.
Klaviyo accounts need to reconnect once to grant two-way SMS permissions (Conversations and Webhooks), and Klaviyo needs to allowlist your account for those APIs.
Turn it on
Go to More > App Integrations and open Postscript or Klaviyo.
Find the Two-way SMS replies card.
Tick Enable two-way SMS replies. The badge changes to Enabled.
Appstle registers the inbound message webhook with your provider for you. Two-way SMS is off by default for every store, and it is enabled per provider — turning it on for Postscript does not turn it on for Klaviyo.
Klaviyo only: if you see "Reconnect Klaviyo to grant the permissions required for two-way SMS", click Reconnect Klaviyo and approve the extra permissions. Your existing Klaviyo connection, flows and permissions are not affected — the additional permissions are requested only for this feature.
To switch it off, untick the same checkbox. Appstle removes the inbound webhook from your provider account.
Rolling out in beta: if you don't see the Two-way SMS replies card on your integration page yet, contact Appstle support and we'll enable it for your store.
What the customer sees
Every reply that lands on a valid reminder gets a text back:
Order skipped — "Done. Your next order has been skipped."
Order delayed — "Done. Your next order was rescheduled."
Already handled — "This order has already been skipped." or "This order has already been rescheduled."
Not permitted — for example "Skipping the next order is not available for this subscription."
Reminder out of date — "This reminder is no longer current. Open your subscription to review the latest order."
One reminder, one change
A reply always applies to the exact order named in that reminder — never to a newer one that was created in the meantime. Each reminder can produce at most one change, so a duplicate or repeated reply re-sends the same confirmation instead of skipping twice or accidentally delaying by 14 days.
When a reply does nothing
In these cases Appstle stays silent on purpose and sends no reply:
The message isn't exactly SKIP, 1 or 2.
The reminder has expired — a reply only counts up until that order's billing date.
The same phone number has more than one subscription with an open reminder. Appstle won't guess which one the customer means; they should use the Manage Subscription link instead.
The number they text from doesn't match the phone number on the subscription.
The message is an opt-out or compliance keyword. Those are handled by Postscript or Klaviyo, not by Appstle.
Your store's rules still apply
A reply goes through exactly the same checks as the customer portal. If a rule blocks the action, nothing changes and the customer gets a plain-language text explaining why:
Your customer portal permissions for skipping an order and for changing the next order date.
Minimum order commitments before a subscription can be changed.
Cut-off windows, restricted dates and restricted days of the week.
Fixed billing schedules, which cannot be rescheduled.
Prepaid subscriptions, where skipping the next order isn't supported.
An order already being processed — the customer is asked to try again shortly.
Privacy
Phone numbers, message contents and provider credentials are never written to Appstle logs. Every inbound message is signature-verified against your provider account before it is processed.
Need a hand?
Reach out to us at support@appstle.com or through the in-app chat, and we'll help you get set up.