This article explains how to use custom SMS templates in Reputation Management to send recurring review requests. You’ll learn how to personalize messages with custom tokens, add dynamic images, and manage multiple templates to match your brand’s style. By following these steps, you can create consistent, engaging requests that boost customer responses and grow your reviews.
TABLE OF CONTENTS
- What is Custom SMS Template?
- Key Benefits of Using Custom SMS Templates for Recurring Review Requests
- How to Set Up Custom SMS Templates for Review Request Campaign
- Frequently Asked Questions
- Related Articles
What is Custom SMS Template?
A custom SMS template in HighLevel’s Reputation Management allows you to design and manage the exact messages sent in recurring review requests. You can personalize each message with custom tokens, unique text, and dynamic image links so every recipient gets a message that feels tailored to them. This level of customization helps increase engagement and encourage more customers to leave reviews.
By using custom SMS templates, you can maintain consistent branding, speak in your business’s voice, and deliver visually appealing messages that stand out. Whether you choose a pre-built design or create one from scratch, you have full control over the content and presentation of your review requests.
Key Benefits of Using Custom SMS Templates for Recurring Review Requests
Custom SMS templates give you complete control over the look, feel, and personalization of your review requests. You can:
- Personalized Messaging: Personalize each SMS with custom tokens and brand-specific language
- Dynamic Image Personalization: Add dynamic image URLs that update with contact-specific data, using NiftyImages compatibility for personalized visuals that make requests more eye-catching
- Flexible Design Options: Choose from pre-built templates or create one from scratch
- Simplified Template Management: Quickly create, edit, and assign templates by customizing the name, message, tokens, and image URLs, ensuring consistent, on-brand follow-ups
- Streamlined Campaigns: Automatically assign your preferred recurring SMS template to follow-up campaigns
How to Set Up Custom SMS Templates for Review Request Campaign
Follow these steps to configure your custom SMS templates:
Access Reputation Settings
From the left-hand menu, select Reputation and then click the Settings tab at the top of the page. This will open the area where you can manage and customize your SMS review request templates.
Open SMS Requests
In the left-hand menu under Reputation Settings, select SMS Requests. This section contains all options for scheduling, customizing, and managing your recurring SMS review request templates.
Enable SMS Review Requests
Turn on the SMS Review Requests toggle to activate template management. This setting allows you to create and customize SMS templates for recurring review requests. If the toggle is off, template creation and editing will be disabled.
Set SMS Send Timing
Use the When to send SMS after check-in? dropdown to decide how soon a review request is sent after a customer’s check-in. You can choose options like Immediately, 1 Hour, 2 Hours, 4 Hours, or set a Custom delay that fits your follow-up strategy.
Set Repeat Frequency
In the Until clicked, repeat this every dropdown, choose how often the SMS review request should be resent until the recipient interacts with it. Options include fixed intervals like 3 Days, 1 Week, or 1 Month, as well as a Custom option for more flexibility.
Customize Repeat Interval
If you selected Custom for the repeat frequency, set the exact number and unit of time here. Use the plus/minus buttons to adjust the number, and choose between Hours or Days to match how often you want follow-up messages to be sent.
Set Maximum Retries
Use the Maximum retries dropdown to choose how many times the system should resend the SMS review request if there’s no interaction. You can select between 1 and 5 retries, depending on how persistent you want your follow-up process to be.
Open Template Settings
Click Set SMS Templates to assign which template will be used for each stage of your recurring review request sequence. This is where you control the exact messages sent at different retry points.
Assign Templates to Each Retry
In the Set SMS Templates window, choose a template for each retry stage in your recurring sequence. You can assign the same template to multiple retries or use different ones to vary your follow-up messages. Once selections are made, click Save to apply the changes.
Create a New Template
Click Create New to start building a fresh SMS template. This option lets you design your own message from scratch or base it on a pre-built template, giving you full control over the content and personalization.
Choose Template Type
In the Create a New SMS Template window, select either Create New from Scratch to fully customize your message, or Select from Pre-Built Templates to use an existing design as your starting point. This choice determines how you begin building your template.
Build Your Template from Scratch
When you choose Create New from Scratch, you’ll enter the SMS Template Builder where you can design every part of your message:
Name Your Template: Enter a clear, descriptive name to easily identify the template later.
Enable Image Option: Toggle Request with Image on if you want to include an image in your message.
Upload an Image: Click to upload an SVG, PNG, or JPG file to visually enhance your request.
Add a Custom Image URL: Optionally paste a dynamic image link, such as one from NiftyImages, to personalize visuals.
Write Your Message: Craft your SMS content, using custom tokens (like {{contact.first_name}}) to personalize text.
Save the Template: Once satisfied, click Save to store your template for future use.
Select and Edit a Pre-Built Template
When you choose Select from Pre-Built Templates, the SMS Template Library opens with ready-made options:
Search Templates – Use the search bar to quickly find a template by name or keyword.
Preview & Choose – Review the available pre-built templates and select the one that best matches your message style.
Edit if Needed – Click Edit Template to customize the selected template’s content, tone, and personalization before saving.
Manage Existing Templates
In the Manage Your SMS Templates section, you can work with your saved templates:
Duplicate a Template – Click the copy icon to create a duplicate of an existing template, allowing you to refine or modify it without changing the original.
Edit a Template – Click the pencil icon to open the template in the editor and make updates to its content, images, or personalization settings.
Frequently Asked Questions
Q: Can I use different SMS templates for each retry in a recurring review request sequence?
Yes. In the Set SMS Templates window, you can assign a specific template to each retry stage (Retry 1, Retry 2, etc.). This allows you to vary your follow-up messages for better engagement, while still keeping all messages within the same recurring sequence.
Q: What’s the difference between “Request with Image” and “Add Custom Image URL” in the SMS Template Builder?
Request with Image lets you upload a static image file (SVG, PNG, JPG) that will appear in your SMS. Add Custom Image URL lets you insert a link to a hosted image—this can be a dynamic image URL (e.g., from NiftyImages) that changes based on contact-specific data, allowing for more personalized visuals.
Q: If I choose “Custom” for the repeat frequency, can I use hours instead of days?
Yes. When you select Custom in the “Until clicked, repeat this every” setting, you can choose the exact number of hours or days between messages. Use the plus/minus buttons to set the desired number, then select your preferred time unit from the dropdown.
Q: Can I duplicate an existing template and make changes without affecting the original?
Yes. In the Manage Your SMS Templates section, click the copy icon next to a template to create a duplicate. The duplicate is separate from the original, so you can edit it without impacting the original template’s content or settings.
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