SMS Template Builder

The SMS Template Builder provides a focused interface for creating text message templates. SMS is ideal for time-sensitive notifications like appointment reminders and en-route alerts.

Builder Interface

The SMS builder uses a two-panel layout:

Left Panel — Editor

• Template name — Internal identifier for the template
• Category — Same categories as email (booking, payment, etc.)
• Message body — Text editor with variable support and character counter
• Variable insertion — Click or type {{ to insert merge tags

Right Panel — Phone Preview

A realistic phone screen mockup showing:

• How the message will appear on the recipient's device
• Character count and segment count
• Variables rendered with sample data

SMS Best Practices

Character Limits

• Standard SMS: 160 characters per segment
• With special characters (Unicode): 70 characters per segment
• Multi-segment messages: Up to 1,600 characters (10 segments)

The builder shows a live character count and warns when approaching segment boundaries. Each additional segment increases delivery cost.

Content Guidelines

• Be concise — Get to the point quickly. SMS is not for long-form content.
• Include a CTA — Tell the recipient what to do ("Reply CONFIRM" or include a short link)
• Identify yourself — Start with your company name so the recipient knows who is texting
• Respect timing — SMS templates are paired with automation rules that respect quiet hours
• Compliance — Include opt-out instructions in marketing SMS ("Reply STOP to unsubscribe")

Variables in SMS

The same 90+ variables available in email work in SMS:

Otesse: Hi {{customer_first_name}}, your {{service_type}} is confirmed for {{booking_date}} at {{booking_time}}. Reply HELP for assistance.

Modifiers work in SMS too:

{{customer_first_name|capitalize}}

Template Library

Pre-built SMS templates are available for common scenarios:

• Booking confirmation
• 24-hour reminder
• 1-hour reminder
• En-route notification
• Service complete
• Payment received
• Payment failed
• Subscription renewal
• Review request

Each template follows SMS best practices and can be customized to match your brand voice.

Testing

Before activating an SMS template:

1. Click Send Test
2. Enter your own phone number
3. Receive the message with sample data
4. Verify formatting, variable rendering, and length
5. Adjust as needed