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Change the words of a message

Edit a message template, add booking details to it, check it in the preview with a real booking, and add it for another channel or language.

How toUpdated

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Change a template when you want your own words in a message, for example a warmer booking confirmation, or when a message is missing for a channel or a language your customers use.

Before you start

  • You need the permission Change settings.
  • To check the message with real details, have a booking number or a customer name ready.

Steps

A message template with its channels, text, details and preview

  1. Open Settings → Message templates.
  2. Click the message on the left, for example Booking confirmed.
  3. In the grid, click the cell for the channel and language, for example WhatsApp on the العربية row. A cell showing Add has no template yet.
  4. For a new template, you can press one of the buttons after Start from: to copy the text of another channel or language, then change it.
  5. Change the text in Message. For email, also fill in the Subject.
  6. To add a detail, put the cursor where it should go and click a chip under Details you can use, for example {customer_name}. It is filled in for each customer when the message is sent.
  7. Check the preview. To see it with a real booking, type a booking number or a customer name in Try a real booking… and pick the booking.
  8. If a red box shows Not filled for this message: …, remove or correct those details: they would be sent as written.
  9. Make sure Send this is on, then press Save template (or Add template for a new one). Template saved or Template added appears.

Tip

Write each template in the customer's language: the system sends the template in the language set for the customer, and uses another language only when that one is missing or turned off.

After you save

  • The next message of this kind uses your words, on this channel and in this language.
  • Messages already sent do not change. You can see them in Settings → Data and logs.
  • To stop a message without deleting its words, turn Send this off: Template turned off: nothing is sent.

If something goes wrong

  • Save template stays off: the message is empty, or nothing changed. Press Undo to go back to the saved text.
  • Not filled for this message: …: the detail is spelled wrongly or does not belong to this message. Use only the chips shown. See Messages and the details they can use.
  • No … template "…" is set up. Add it in Settings → Message templates. when someone sends a message: there is no turned-on template for that channel. Add one, or turn the existing one on.
  • Leave without saving? when you click away: your changes are not saved yet. Press Cancel and save them.

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