# SMS and email messages sent to visitors

> The 13 SMS and 7 email templates the platform sends to queue and appointment visitors, when each is sent, and how to turn one on or off.

Reference · Queue Management › Set up queueing · Last updated 15 September 2026

URL: https://personalisationhub.com/support-centre/queue-management/sms-and-email-messages-sent-to-visitors/

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](https://personalisationhub.com/support-centre/queue-management/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

| Template | Sent when | Default text |
| --- | --- | --- |
| **Queueing - Join the Queue** | A visitor joins the queue with a mobile number and **Send SMS to Visitor** ticked | Hi ${VisitorFirstName}, You've joined the Queue at ${BrandName} ${StoreName}. To track your progress click the link below ${UniqueQueueURL} |
| **Queueing- It's Your Turn** | A staff member picks the visitor up from the queue | Hi ${VisitorFirstName}, It's your turn! ${StaffFirstName} will be helping you today & is currently looking for you. Your Ticket Number is ${QueueTicketNumber} |
| **Queueing - Lost Your Spot** | The visitor is flagged as a no-show | Hi ${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](https://personalisationhub.com/support-centre/appointment-bookings/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](https://personalisationhub.com/support-centre/appointment-bookings/appointment-sms-and-email-notifications/).

## Tokens

| Token | Replaced 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.

> **Note:** 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?](https://personalisationhub.com/support-centre/getting-started/how-do-i-get-support/).

## Related

- [Update the platform's SMS sender ID](https://personalisationhub.com/support-centre/queue-management/update-the-platform-s-sms-sender-id/)
- [SMS messages are not sent or arrive as UNVERIFIED](https://personalisationhub.com/support-centre/troubleshooting/sms-messages-are-not-sent-or-arrive-as-unverified/)
- [Appointment SMS and email notifications](https://personalisationhub.com/support-centre/appointment-bookings/appointment-sms-and-email-notifications/)
- [Add a visitor to the queue manually](https://personalisationhub.com/support-centre/queue-management/add-a-visitor-to-the-queue-manually/)
- [Pick up a visitor from the queue](https://personalisationhub.com/support-centre/queue-management/pick-up-a-visitor-from-the-queue/)