Queue and appointment SMS messages are sent from your brand name by default — the ${BrandName} token defined under Company Settings → Brand / Logo / Guidelines. This procedure replaces it with a sender ID of your choice. It is for HQ Admin users and takes about 2 minutes, plus AWS approval time.

Before you begin

  • An HQ Admin account with the Admin role, and your admin password to hand — the platform asks for it to authorise changes on this page.
  • Your AWS account is out of SMS sandbox mode and AWS has approved the sender ID you plan to use. Ask your AWS account manager, or follow SMS messages are not sent or arrive as UNVERIFIED.

Steps

  1. In the left navigation of HQ Admin, select Company Settings.
  2. Select Platform Set-up.
  3. In Platform SMS Sender ID (AWS SES SMS/Text), delete ${BrandName}.
  4. Enter your own sender ID.
  5. Select Save Changes.
  6. When prompted, enter your admin password to authorise the change.
Some sender IDs are restricted by carriers or by AWS. If you save a restricted sender ID, no SMS messages are sent from the platform at all. Confirm approval with AWS before you change it.

Verify it worked

Add a test visitor to a store queue with Send SMS to Visitor ticked — see Add a visitor to the queue manually. The Join the Queue SMS arrives from the new sender ID.

Troubleshooting

Messages arrive from UNVERIFIED, or do not arrive

Cause. The AWS account is still in sandbox mode, or the sender ID has not been registered with AWS.

Fix. Follow SMS messages are not sent or arrive as UNVERIFIED to register the sender ID with AWS Support.

Next step

SMS and email messages sent to visitors