Change the wording of customer messages

Every message OnSite sends for you starts with standard words. You can rewrite any of them so they sound like your shop. Owners and managers do this in Settings › Customer messages, under Message wording.

The messages are grouped:

• Repair updates: one for each repair status.
• Pickup: the pickup reminder and the abandonment notice.
• Appointments: booked or moved, reminder, cancelled by the store, asked for online, and online request declined.
• Reviews: the review request.
• Part requests: one for each part request status.

Each line shows how the message reads now, filled in with a sample customer. A Your words tag marks the ones you've changed.

Reword a message

1. Click Change beside the message.
2. Edit the words in The message.
3. To add something that changes for each customer, click a placeholder below the box, such as {first name} or {device}. Hover over one to see what it fills in.
4. Check the preview on the right. It shows how the message reads as a text, how many characters it has and how many texts it takes.
5. Click Save.

The greeting and your text signature come with every message, so you don't need to type them.

Each message offers only the placeholders it can fill in. A repair update can use the order number and device, for example, and an appointment message can use what, when, where and a link to the booking. If you type one the message can't fill in, saving says which ones it can use.

Go back to the standard words

1. Click Change beside the message.
2. Click Use the standard words.