The platform sends SMS and email messages to visitors about their place in the queue and their appointments. Messages go out through AWS SES from the sender set in Update the platform's SMS sender ID. The templates are listed under Platform Admin → Enabled Features → Queueing / Appointments → Shared Settings, each with an SMS Enabled or Email Enabled toggle.

Queueing SMS messages

TemplateSent whenDefault text
Queueing - Join the QueueA visitor joins the queue with a mobile number and Send SMS to Visitor tickedHi ${VisitorFirstName}, You've joined the Queue at ${BrandName} ${StoreName}. To track your progress click the link below ${UniqueQueueURL}
Queueing- It's Your TurnA staff member picks the visitor up from the queueHi ${VisitorFirstName}, It's your turn! ${StaffFirstName} will be helping you today & is currently looking for you. Your Ticket Number is ${QueueTicketNumber}
Queueing - Lost Your SpotThe visitor is flagged as a no-showHi ${VisitorFirstName}, Unfortunately you've lost your spot in the Queue.

Appointment SMS messages

The 10 appointment SMS templates are Appointments - Click Link to Confirm, Confirmation, Reminder, Check In, Picked up by Staff, Updated by Staff, Rescheduled, No Show, Cancelled and Click & Collect. When each is sent, and the settings that control timing (reminder hours, confirmation window, retries), are in Appointment SMS and email notifications.

Email messages

All 7 email templates relate to appointments: Appointments - Click Link to Confirm, Confirmation, Reminder, Updated by Staff, Rescheduled, Cancelled and Click & Collect. No email is sent for queueing events. See Appointment SMS and email notifications.

Tokens

TokenReplaced with
${VisitorFirstName}The visitor's first name as entered when joining
${BrandName}The Brand Name from Company Settings → Brand / Logo / Guidelines
${StoreName}The store's name
${UniqueQueueURL}A link the visitor opens to track their place in the queue
${StaffFirstName}The first name of the staff member who picked the visitor up
${QueueTicketNumber}The visitor's ticket number

Turning a message on or off

On the Shared Settings tab, use the SMS Enabled toggle in the SMS template table, or Email Enabled in the email template table, for the template concerned. The tables also show Last Updated and Number of Characters for each template.

The message text itself cannot be edited in HQ Admin. To change the wording of any SMS or email, contact Personalisation Hub support — see How do I get support?.