Customize email + SMS templates
Open the template editor
Settings → Company → Email & SMS Templates. You'll see every template type: pre-arrival SMS, service report email, invoice email, payment receipt, dunning steps, AutoPay confirmation, portal invite, work order status, ETA Initial and ETA Update in both email and SMS, and more.
Edit a template
Click any template to edit. Use merge tags like {{customer_name}}, {{company_name}}, {{review_link}}, {{payment_link}} — replaced at send time. The editor lists every supported tag; anything you type that isn't on that list is stripped to nothing when the message goes out.
ETA templates have their own tags
The four ETA templates (ETA Initial and ETA Update, each in email and SMS) can use {{eta_time}}, {{eta_minutes}}, {{tech_name}}, {{customer_name}} and {{company_name}}. The two Update templates can also use {{previous_eta_time}}, which reads "unknown" the first time a stop's arrival time changes. Tags from other templates — invoice numbers, quote links — are not supplied on the ETA send and come out blank.
Add your Google review link
In the same editor, scroll to the 'Links' section and paste your Google review URL. Once set, you can drop {{review_link}} into any email/SMS template (great for service report follow-ups).
Watch the SMS segment counter
SMS is billed per 160-character segment (70 characters for messages that contain an emoji or other special characters). The template editor shows the count and warns you when a template spills into a second segment — trim it to keep each text to one segment.
Preview before saving
Each template editor has a live Preview panel — shows exactly what the customer will see with your real merge values filled in.
Editing a template isn't the same as enabling it
Each template has its own Enabled switch, and Settings → Notifications has an org-wide switch per type per channel. Both have to be on for the message to send.
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