SMS Message Templates

Applies toEvery plan, including free Basic SMS Notifications add-on Needs SMS · ModifyUsually owner, manager

A template is the wording Fuze Store uses for one kind of text. There is one per situation, such as "order ready", "appointment reminder", or "refund completed". You can rewrite any of them in your own voice and use placeholders that fill in real details when the message is sent.

Before you start

The SMS add-on is active.
The SMS · Modify permission.

Steps

Open the templates list

Go to Configurations → SMS → Message templates. Templates are grouped by Order, Event, Refund, and Waiting list. The first visit fills in the default wording, every one switched on.

The SMS Message Templates list, grouped by Order, Event, Refund, and Waiting list updates — SMS → Message templates

Pick a message to edit

Tap the message you want to change, for example "Order ready".

A template selected in the list — Pick a message

Rewrite the message

Edit the text in your own words, up to 1,000 characters. Use the placeholder helper to tap in details such as the customer's first name, order number, live status link, or estimated time. The default wording is shown for reference. You can also switch the message off.

The SMS template editor for the Order ready message, showing the message body field and available placeholders — Editing the Order ready template

Save, then test

Save. The new wording is used the next time that kind of message is sent. Send a test from Configurations → SMS → Settings to check it.

What happens next

Placeholders are words in double curly braces, like {{orderNumber}}. When the text is sent, each is swapped for the real value. "Hi {{customerName}}, your order {{orderNumber}} is ready!" might go out as "Hi Maria, your order #1042 is ready!".
Order and waiting-list templates also offer {{statusUrl}}, a link to the customer's live status page. Event and refund templates do not. Default order bodies usually omit it, and some waiting-list defaults include it. A typical "order ready" text with the link often uses 2 segments (2 points) instead of 1.

Edge cases

A mistyped placeholder is sent as typed. A name that does not exist, like {{ordernumbr}}, is not replaced. There is no preview and no segment count, so always send a test to yourself.
There is no way back to the default wording. Keep a copy of the default before you rewrite it.
A switched-off message is never sent, automatically or by hand.
Keep it short. Shorter texts cost fewer points. Any character outside the basic alphabet, such as an emoji, drops a part to 70 characters.
Keep your store name in the text so customers know who is texting.
Waiting list. There are two templates: one for when someone joins the queue (it can auto-send and carries a link to their live position) and one for when you Call them.

Works with

Add-on or plan	What changes on this page
SMS Notifications add-on	Required to send texts and use the SMS screens. It is free and included in the free trial. Without it every SMS screen and call is refused.
Wallet	Every text sent spends points. See Wallet Overview.