Overview
Communication templates are messages that automatically send to customers (and in certain cases, staff) when certain conditions are met. They are separated into the following five categories. All templates within these categories are configured and managed the same way.
Workflow: Send to customers who join queues for walk-in service.
Appointments: Send to customers who book an appointment for service.
Scheduling: Send to staff members for shifts and time off requests when the scheduling module is utilized.
Payments: Send to customers who pay or pre-pay for services when the payments module is utilized
System: Send to staff or customers based on a variety of system triggers
Simple Communication Templates
Messages that send to customers who join a queue for walk-in service. You may choose to send via any combination of SMS, email, and the customer status page using the checkboxes. To edit these messages, select the Customize button next to the desired communication template to open the configuration window.
Configuration Window
Enter the message and any keywords you wish to send to the customer for the selected communication template. Basic messages may not exceed 160 characters. There is a character counter at the bottom of the window to ensure you stay within this limit.
Rich Communication Templates
Messages that send to customers who join a queue for walk-in service. You may choose to send via email and/or the customer status page using the checkboxes. To edit these messages, select the Customize button next to the desired communication template to open the configuration window.
Configuration Window
Enter the message and any keywords you wish to send to the customer for the selected communication template. Rich messages may contain an unlimited amount of characters and keywords and have a lot of customization options not found in simple communication templates including font size, type, and color, images, tables, and more.
Keywords
Keywords are pieces of information that may be placed into a communication template that are specific to the customer receiving the message, or specific to how location configuration settings. Click here to view a glossary and more details about keywords. To view and insert keywords, select the Insert Keyword button at the top of the message configuration window.
