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SMS Template Management

Use SMS templates to create and organize the text messages you send for review and NPS requests. Save a template once and reuse it each time you send a request.

Where to find SMS templates​

Step 1 - To create an SMS template:

  • Navigate to Templates in the side menu in Reputation AI Premium and select the Request tab.

Template menu in Reputation AI

  • Under the Request tab, you see two sections: Email and SMS.

Email and SMS tabs in Templates section

  • In the SMS section, click Create SMS.

Create SMS button

  • A pop-up appears asking you to select the type of request for the template.
  1. Reviews: Use this option to send review requests.
  2. NPS: Use this option to send NPS (Net Promoter Score) surveys.
  3. Reviews and NPS: Use this option for templates that will be used for both types of requests.

Request type selection popup

  • After you select the request type, the SMS builder opens.

SMS template builder interface

  • Once you have made any desired changes, click Save. The new template appears under SMS templates in the Templates section.

Create review request template page with the Save button highlighted

Step 2 - To manage SMS Templates:

  • Navigate to Templates in the side menu in Reputation AI Premium and select the Request tab.
  • Under the Request tab, you see two sections: Email and SMS.
  • In the SMS section, all your SMS templates are listed.

SMS templates listing

  • Each template has a three-dot menu with the following options:
    • Edit
    • Delete
    • Make default

SMS template menu options

  • Edit: When you click Edit, you are redirected to the SMS builder with the current template's configurations pre-loaded. You can make any necessary changes and then save the updated template.
  • Delete: When you select Delete, a confirmation pop-up appears with two choices: Delete template or Cancel.
    • Delete template: If you click Delete template, the template is permanently deleted from the system.
    • Cancel: If you click Cancel, the pop-up closes and you return to the template listing page without making any changes.

Delete confirmation popup

Delete and cancel options

  • Make default: If you click Make default, that template is set as the default for SMS requests. This default template is automatically used in automation processes and pre-loaded in the Request Review section when sending new review requests via SMS.

Types of SMS requests​

Three types of SMS templates can be created using the SMS builder:

Review Request:

  • You can choose which review source (e.g. Google, Facebook) you want reviews from when sending a review request to contacts.
  • Multiple review source options let you select the specific site for the review request.

Review request template

NPS Request:

  • You can configure NPS settings directly in the builder, with an NPS block appearing in the editor.
  • A checkbox is available to configure the redirection after the NPS survey is submitted.

NPS request template

Reviews and NPS Request:

  • You can include both Review and NPS blocks in a single template.
  • Both NPS and Review source configurations can be managed within this option, allowing for flexible requests.

Frequently asked questions​

Can I include images in my SMS templates?

Standard SMS templates support text only.

Is there a character limit for SMS templates?

Yes. The message field in the SMS builder shows a character counter. Keep your message within that limit.