SMS Message Templates
A template is the wording Fuze Store uses for a particular kind of text. There's one template per situation — "order ready", "appointment reminder", "refund completed", and so on. You can rewrite any of them in your own voice, and use placeholders that get filled in with real details when the message is sent.
Where to find templates
From the sidebar, go to Configurations → SMS → Message templates. Templates are grouped by what they're about:
- Order messages (accepted, ready, completed…)
- Event messages (booking confirmed, reminder…)
- Refund messages (refund completed)
- Waiting list messages — two templates: one for when someone joins the queue (can auto-send, and carries a link to their live queue position) and one for when you Call them. Both can also be sent by hand with Send SMS.
How to edit a template
Open the templates list
Go to Configurations → SMS → Message templates.
Pick a message to edit
Tap the message you want to change, for example "Order ready".
Rewrite the message
Edit the text in your own words. Use the placeholder helper to drop in details like the order number or customer name.
Save
Save your changes. The new wording is used the next time that kind of message is sent.
Placeholders
Placeholders are words wrapped in double curly braces, like {{orderNumber}}. When the message is sent, Fuze Store swaps each placeholder for the real value. For example:
Hi
{{customerName}}, your order{{orderNumber}}is ready!
might be sent as:
Hi Maria, your order #1042 is ready!
The editor shows Available placeholders for each template. Common ones include store name, customer first name, and order or booking number.
Live status link — {{statusUrl}}
Order templates and waiting-list templates also offer {{statusUrl}} — a link to the customer's live status page (same idea as scanning a receipt QR). Event and refund templates do not list this placeholder.
- Default order bodies usually omit the link (opt in by adding
{{statusUrl}}yourself). - Some waiting-list defaults already include it.
- A typical "order ready" text with the link often uses 2 SMS segments (2 wallet points) instead of 1 — see Customer visibility & hours.
If you type a placeholder name that doesn't exist (a typo like {{ordernumbr}}), it is not replaced — it goes out in the text exactly as typed. Always send a test to yourself after editing so you can spot mistakes before customers do.
Tips
- Keep messages short. Shorter texts cost fewer points and read better on a phone.
- Lead with the useful part — customers skim.
- Don't remove your store name; it tells customers who's texting.
- Send a test from Configurations → SMS → Settings after any edit.