Text templates work like email templates but deliver messages via SMS. Each template is tied to a trigger event, supports the same merge tags for personalization, and can be scheduled relative to the trigger. Since SMS is text-only, there is no subject line or HTML formatting -- just the message body.
Template list
The text templates page shows a table of all configured SMS templates for the selected location:
| Column | Description |
|---|---|
| Template | Name and trigger type |
| Message | Preview of the SMS body text |
| Status | Enabled or disabled |
| Scheduling | Trigger event and timing |
| Actions | Preview, edit, schedule, copy, or delete |
Creating a template
- Click + New Template.
- Select the trigger from the dropdown (same trigger list as email templates -- see Email Templates for the full list).
- Write the message body using plain text and merge tags.
- Click Save.
Editing
Open an existing template to modify the message body. The editor is a plain text area with a placeholder button that inserts merge tags from a dropdown menu.
Merge tags
The same merge tags available in email templates work in text templates:
| Tag | Description |
|---|---|
{{CustomerInfo.FirstName}} | Customer's first name |
{{CustomerInfo.LastName}} | Customer's last name |
{{BookingInfo.StartDate}} | Booking start date |
{{BookingInfo.EndDate}} | Booking end date |
{{BookingInfo.CompanyName}} | Your company name |
{{InventoryInfo.inventoryName}} | Name of the booked item |
{{RentalPricing.Total}} | Total booking price |
{{OrderUrl}} | Link to the customer's Next Steps page |
The full list of available variables is accessible through the placeholder button in the editor. See the Email Templates page for the complete variable reference.
Scheduling
Configure when the text sends relative to the trigger event, using the same scheduling system as email templates:
| Timing | Description |
|---|---|
| Immediately | Sends as soon as the trigger fires |
| X minutes before | Sends before the event (e.g., 120 minutes before booking start) |
| X minutes after | Sends after the event |
Click the Schedule button on any template to open the scheduling configuration dialog.
Preview
Click the Preview button to see how the rendered SMS will look with sample booking data filled in. The preview replaces all merge tags with realistic test values so you can verify the message reads naturally.
Copying templates
Copy to location
Duplicate a text template to one or more other locations. The copy includes the message body, trigger configuration, and scheduling settings. An overwrite confirmation dialog appears if the destination already has a template for the same trigger.
SMS character limits
SMS messages are limited by carrier standards:
| Length | Behavior |
|---|---|
| 160 characters or less | Sent as a single SMS segment |
| 161-306 characters | Split into 2 segments |
| 307+ characters | Split into 3 or more segments |
Multi-segment messages may arrive out of order on some carriers. The character count is displayed in the editor to help you stay within the single-segment limit when possible.
Twilio integration
Text templates require Twilio to be configured in your location settings. Without Twilio, SMS messages will not be sent. Configure your Twilio credentials in Admin > Settings > Integrations.
Keep messages under 160 characters when possible to avoid splitting into multiple SMS segments, which can arrive out of order. Include the Next Steps link ({{OrderUrl}}) so customers can access their booking details, waiver, and directions from the text. Use the same scheduling options as email -- for example, send a reminder 2 hours before the booking start time. Pair SMS reminders with email reminders for maximum reach.
Texts not sending -- Verify that Twilio is configured in your location settings and that the customer has a valid phone number on file. The phone number must include a country code.
Messages arriving as multiple texts -- SMS messages over 160 characters are split into segments. Shorten the message or accept that longer messages may arrive in pieces.
Merge tags showing as raw text -- Check the tag syntax and ensure the merge tag path matches the available variables exactly.
Template copy failed -- Ensure you have admin permissions at the destination location. Check whether a template for the same trigger already exists and handle the overwrite prompt.