SMS Templates

Quick Reference: Create reusable SMS message templates with merge tags for personalization

📋 TL;DR - Quick Start

Navigate to Messages → SMS Templates
Click New Template button
Enter template details:
- Name: Internal reference (e.g., "Appointment Reminder 24h")
- Message: SMS text with merge tags (e.g., "Hi {firstName}!")
- Category: Reminder, Confirmation, Marketing, Follow-up
Use merge tags for personalization: {firstName}, {appointmentDate}, {clinicName}
Preview merged message to check formatting
Save template
Use template when sending SMS (select from dropdown)

What are SMS Templates?

Definition

SMS Templates are pre-written message formats that can be reused with automatic personalization through merge tags. Instead of typing the same message repeatedly, create once and reuse hundreds of times.

Purpose

Save Time: 1-click message sending vs typing every message
Consistency: Same professional tone across all communications
Personalization: Merge tags automatically fill in client names, dates, etc.
Error Prevention: No typos in important messages (appointment times, dates)
Team Alignment: All staff use same approved messages

Example

Template:

Hi &#123;firstName&#125;! Reminder: &#123;treatmentName&#125; appointment tomorrow at &#123;appointmentTime&#125; with &#123;practitionerName&#125;. Reply CONFIRM or call &#123;clinicPhone&#125;. - &#123;clinicName&#125;

Merged Message (sent to Sarah Johnson):

Hi Sarah! Reminder: Botox - Forehead appointment tomorrow at 2:00 PM with Dr. Smith. Reply CONFIRM or call 020-1234-5678. - Glow Aesthetics

Creating SMS Templates

Navigate to Templates

From Dashboard:

Click Messages in left sidebar
Click SMS Templates tab
Click + New Template button

Mobile: Bottom nav → Messages → Templates tab → +

Template Fields

| Field | Required | Description | Example | |-------|----------|-------------|---------| | Name | Yes | Internal reference (not sent to clients) | "Appointment Reminder 24h" | | Message | Yes | SMS text with merge tags (160 char limit recommended) | "Hi {firstName}! Reminder: {treatmentName} tomorrow at {appointmentTime}..." | | Category | Yes | Organize templates by purpose | "Reminder", "Confirmation", "Marketing" | | Is Active | No | Enable/disable template without deleting | Toggle ON (default) |

Message Field Best Practices

Character Limit:

SMS Standard: 160 characters = 1 SMS unit (£0.04)
Over 160 chars: Splits into multiple SMS (e.g., 161-320 = 2 units = £0.08)
Recommendation: Keep templates under 160 characters to minimize costs

Check Character Count: Aestheticc shows live character count as you type: "147 / 160 characters (1 SMS)"

Formatting Tips:

✅ Use abbreviations: "appt" instead of "appointment", "tmrw" instead of "tomorrow"
✅ Remove extra words: "Hi Sarah! Botox tomorrow 2PM" vs "Hello Sarah, just a friendly reminder that you have a Botox appointment scheduled for tomorrow at 2:00 PM"
✅ Emojis count as characters: 💉 = 2 characters, 😊 = 2 characters
❌ Avoid ALL CAPS: Looks spammy, triggers filters
❌ Don't use special formatting: SMS doesn't support bold, italics, or links (links work but display as plain text)

Category Options

Built-In Categories: | Category | Purpose | Example Templates | |----------|---------|-------------------| | Reminder | Appointment reminders (24h, 3h, 1h before) | "Reminder: Botox tomorrow at 2PM" | | Confirmation | Booking confirmations (sent immediately) | "Confirmed! Lip filler Mon 15th March 10AM" | | Marketing | Promotional campaigns, special offers | "Spring Special: 20% off Botox this week!" | | Follow-Up | Post-treatment check-ins | "How are you feeling after yesterday's treatment?" | | Waitlist | Last-minute cancellation slots | "Cancellation Mon 10am - book now!" | | Birthday | Birthday wishes + special offers | "Happy Birthday Sarah! 🎉 15% off this month" | | Thank You | Post-appointment gratitude | "Thanks for visiting! We'd love your feedback" | | Aftercare | Treatment instructions | "Avoid makeup 24h, no exercise 48h, call if concerns" | | Custom | Your own categories | Can create unlimited custom categories |

Create Custom Category:

When creating template, type new category name in category field
Aestheticc auto-creates category
Appears in dropdown for future templates

Merge Tags

What Are Merge Tags?

Merge tags are placeholders that automatically get replaced with real data when sending SMS.

Format: Wrap field name in curly braces: {firstName}, {appointmentDate}

Example: Template: Hi {firstName}, see you {appointmentDate}! → Sends: Hi Sarah, see you Mon 15th March!

Available Merge Tags

Client Information

| Merge Tag | Replaced With | Example Output | |-----------|---------------|----------------| | {firstName} | Client's first name | "Sarah" | | {lastName} | Client's last name | "Johnson" | | {fullName} | First + Last name | "Sarah Johnson" | | {email} | Client's email | "sarah@example.com" | | {phone} | Client's phone number | "+44 7700 900123" |

Appointment Information

| Merge Tag | Replaced With | Example Output | |-----------|---------------|----------------| | {appointmentDate} | Date in UK format | "Mon 15th March" | | {appointmentTime} | Time in 12-hour format | "2:00 PM" | | {appointmentDateTime} | Full date + time | "Mon 15th March at 2:00 PM" | | {treatmentName} | Treatment booked | "Botox - Forehead" | | {treatmentDuration} | Treatment length | "60 minutes" | | {practitionerName} | Who's performing treatment | "Dr. Smith" |

Business Information

| Merge Tag | Replaced With | Example Output | |-----------|---------------|----------------| | {clinicName} | Your business name | "Glow Aesthetics" | | {clinicPhone} | Your phone number | "020-1234-5678" | | {clinicAddress} | Your clinic address | "123 High St, London SW1A 1AA" | | {clinicWebsite} | Your website URL | "glowaesthetics.co.uk" |

System Information

| Merge Tag | Replaced With | Example Output | |-----------|---------------|----------------| | {today} | Today's date | "Mon 15th March" | | {currentTime} | Current time | "10:30 AM" | | {bookingReference} | Unique appointment ID | "APT-2025-00123" |

Merge Tag Best Practices

Personalization Increases Engagement:

✅ "Hi Sarah!" = 18% higher response rate than "Hi!"
✅ "Reminder: Botox tomorrow 2PM" = Clear and specific
❌ "Reminder: Appointment tomorrow" = Vague, lower engagement

Always Include:

Client's first name ({firstName})
Treatment name ({treatmentName}) - so client knows what appointment
Date and time ({appointmentDateTime})
Clinic name ({clinicName}) - especially if sending from generic Twilio number

Optional But Recommended:

Practitioner name ({practitionerName}) - builds familiarity
Clinic phone ({clinicPhone}) - easy rescheduling
Booking reference ({bookingReference}) - for tracking

Fallback Values

What Happens If Data Missing?

| Scenario | Merge Tag Behavior | Example | |----------|-------------------|---------| | Client has no first name | Uses "there" or blank | "Hi there!" or "Hi!" | | Client has no phone | Template not sent (error logged) | N/A | | Appointment has no practitioner assigned | Uses "our team" | "...with our team" | | Treatment has no name | Uses "your appointment" | "Reminder: your appointment..." |

Set Defaults (Coming Soon): Future feature will allow custom fallbacks: {firstName:Client} → "Hi Client!" if firstName is empty.

Built-In Template Examples

Aestheticc provides 8 pre-built templates that you can use immediately or customize:

1. Appointment Confirmation (Sent Immediately After Booking)

Template:

Thanks for booking, &#123;firstName&#125;! Your &#123;treatmentName&#125; is confirmed for &#123;appointmentDateTime&#125;. See you then! - &#123;clinicName&#125;

When to Use: Auto-send after appointment is created

Example Sent Message:

Thanks for booking, Sarah! Your Lip Filler - Natural Volume is confirmed for Mon 15th March at 10:00 AM. See you then! - Glow Aesthetics

Character Count: ~120 chars (1 SMS)

2. Appointment Reminder (24 Hours Before)

Template:

Hi &#123;firstName&#125;! Reminder: &#123;treatmentName&#125; appointment tomorrow at &#123;appointmentTime&#125; with &#123;practitionerName&#125;. Reply CONFIRM or call &#123;clinicPhone&#125;. - &#123;clinicName&#125;

When to Use: Auto-send 24 hours before appointment

Example Sent Message:

Hi Sarah! Reminder: Botox - Forehead appointment tomorrow at 2:00 PM with Dr. Smith. Reply CONFIRM or call 020-1234-5678. - Glow Aesthetics

Character Count: ~160 chars (1 SMS)

3. Appointment Reminder (3 Hours Before)

Template:

Hi &#123;firstName&#125;! See you in 3 hours for &#123;treatmentName&#125; at &#123;appointmentTime&#125;. Call &#123;clinicPhone&#125; if running late. - &#123;clinicName&#125;

When to Use: Auto-send 3 hours before appointment (final reminder)

Example Sent Message:

Hi Sarah! See you in 3 hours for Chemical Peel - Radiance at 2:00 PM. Call 020-1234-5678 if running late. - Glow Aesthetics

Character Count: ~130 chars (1 SMS)

4. Appointment Cancelled

Template:

Hi &#123;firstName&#125;, your &#123;treatmentName&#125; appointment on &#123;appointmentDate&#125; has been cancelled. Call &#123;clinicPhone&#125; to reschedule. - &#123;clinicName&#125;

When to Use: Send when canceling on behalf of client or due to clinic closure

Example Sent Message:

Hi Sarah, your Botox - Forehead appointment on Mon 15th March has been cancelled. Call 020-1234-5678 to reschedule. - Glow Aesthetics

Character Count: ~140 chars (1 SMS)

5. Appointment Rescheduled

Template:

Hi &#123;firstName&#125;, your &#123;treatmentName&#125; has been rescheduled to &#123;appointmentDateTime&#125;. Call &#123;clinicPhone&#125; if this doesn't work. - &#123;clinicName&#125;

When to Use: Send after rescheduling appointment

Example Sent Message:

Hi Sarah, your Lip Filler - Natural Volume has been rescheduled to Tue 16th March at 11:00 AM. Call 020-1234-5678 if this doesn't work. - Glow Aesthetics

Character Count: ~150 chars (1 SMS)

6. Post-Treatment Follow-Up (24 Hours After)

Template:

Hi &#123;firstName&#125;! How are you feeling after yesterday's &#123;treatmentName&#125;? Any concerns, call us at &#123;clinicPhone&#125;. - &#123;clinicName&#125;

When to Use: Auto-send 24 hours post-treatment for check-in

Example Sent Message:

Hi Sarah! How are you feeling after yesterday's Botox - Forehead? Any concerns, call us at 020-1234-5678. - Glow Aesthetics

Character Count: ~120 chars (1 SMS)

7. Last-Minute Cancellation Slot Available

Template:

Hi &#123;firstName&#125;! We have a last-minute &#123;treatmentName&#125; slot available &#123;appointmentDateTime&#125;. First to reply gets it! Call &#123;clinicPhone&#125;. - &#123;clinicName&#125;

When to Use: Manually send to waitlist clients when slot opens

Example Sent Message:

Hi Sarah! We have a last-minute Botox - Forehead slot available Mon 15th March at 10:00 AM. First to reply gets it! Call 020-1234-5678. - Glow Aesthetics

Character Count: ~160 chars (1 SMS)

8. Birthday Wishes + Special Offer

Template:

Happy Birthday &#123;firstName&#125;! 🎉 Treat yourself to 15% off any treatment this month. Book now: &#123;clinicPhone&#125;. - &#123;clinicName&#125;

When to Use: Auto-send on client's birthday

Example Sent Message:

Happy Birthday Sarah! 🎉 Treat yourself to 15% off any treatment this month. Book now: 020-1234-5678. - Glow Aesthetics

Character Count: ~130 chars (1 SMS)

Using Templates

Method 1: When Sending Individual SMS

Navigate to Clients → Select client → Send SMS button
Template dropdown appears
Select template from list (e.g., "Appointment Reminder 24h")
Message field auto-fills with merged content
Preview shows what client will receive
Edit message if needed (customize for this specific send)
Click Send

Use Case: Manually remind specific client about appointment

Method 2: When Sending Campaign SMS

Navigate to Messages → New Campaign
Select recipients (filter by treatment, last visit date, etc.)
Template dropdown appears
Select marketing template (e.g., "Spring Special - 20% off Botox")
Preview shows merged message for first recipient
Review character count and SMS cost estimate
Click Send to All (or Schedule for later)

Use Case: Send promotional offer to 150 clients who've had Botox in last 6 months

Method 3: Automated Appointment Reminders

Navigate to Settings → Appointments → Reminders
Toggle Enable SMS Reminders to ON
Configure timing (24h, 3h, 1h before)
Select template for each timing:
- 24 hours before: "Appointment Reminder 24h" template
- 3 hours before: "Appointment Reminder 3h" template
- 1 hour before: "Appointment Reminder 1h" template
Save settings
Test by creating fake appointment for yourself

Use Case: Reduce no-shows with automated reminders (no manual work required)

Managing Templates

Edit Template

Navigate to Messages → SMS Templates
Click template name to open
Edit any field (name, message, category)
Click Save Changes

Impact: All future uses of template will use updated version. Past messages remain unchanged.

Duplicate Template

Why Duplicate? Create variations of same template (e.g., "Reminder 24h - Professional Tone" vs "Reminder 24h - Warm Tone")

How to Duplicate:

Open template
Click Duplicate button
New template created with "(Copy)" appended to name
Edit message for variation
Save

Deactivate Template (Without Deleting)

Why Deactivate? Temporarily disable template without losing it (e.g., seasonal templates, outdated offers)

How to Deactivate:

Open template
Toggle Is Active to OFF
Save

Result: Template disappears from dropdown when sending SMS, but remains in database. Can reactivate anytime.

Delete Template

Permanent Deletion:

Open template
Click Delete button (trash icon)
Confirm: "Are you sure? This cannot be undone."
Template permanently removed

⚠️ Warning: Cannot recover deleted templates. Consider deactivating instead if unsure.

💡 Pro Tips

Character Optimization

Abbreviate Without Losing Clarity: | Long Version | Short Version | Savings | |--------------|---------------|---------| | "appointment" | "appt" | 7 chars | | "tomorrow" | "tmrw" | 4 chars | | "your appointment is scheduled for" | "see you" | 25 chars | | "Reply CONFIRM to confirm or call" | "Reply CONFIRM or call" | 11 chars |

Example Optimization:

Before (178 chars, 2 SMS = £0.08): "Hello Sarah! This is a friendly reminder that your Botox appointment is scheduled for tomorrow at 2:00 PM with Dr. Smith. Please reply CONFIRM to confirm or call 020-1234-5678 if you need to reschedule."
After (138 chars, 1 SMS = £0.04): "Hi Sarah! Reminder: Botox tomorrow at 2PM with Dr. Smith. Reply CONFIRM or call 020-1234-5678 to reschedule. - Glow Aesthetics"
Savings: 50% cost reduction, same info communicated

Personalization Strategies

Level 1: Basic (Uses first name only)

Hi &#123;firstName&#125;! Reminder: appt tomorrow at &#123;appointmentTime&#125;.

Level 2: Standard (Adds treatment + practitioner)

Hi &#123;firstName&#125;! Reminder: &#123;treatmentName&#125; tomorrow at &#123;appointmentTime&#125; with &#123;practitionerName&#125;.

Level 3: Advanced (Hyper-personalized with context)

Hi &#123;firstName&#125;! Excited to see you tomorrow for &#123;treatmentName&#125; at &#123;appointmentTime&#125;! &#123;practitionerName&#125; has your before photos ready for comparison. 😊

Result: Level 3 = 35% higher response rate but requires more context data. Balance personalization with data availability.

Template Naming Convention

Use Consistent Naming for easy finding:

✅ "Reminder - 24h Before"
✅ "Reminder - 3h Before"
✅ "Confirmation - Booking"
✅ "Marketing - Spring Offer"
❌ "Message 1"
❌ "Template Copy 3"

Prefix by Category:

Reminder - [Timing]
Confirmation - [Type]
Marketing - [Campaign Name]
Follow-Up - [Purpose]

Testing Templates

Before Using on Real Clients:

Create template
Send to yourself using "Send Test SMS" button
Check:
- Merge tags populated correctly?
- Character count accurate (1 SMS vs 2)?
- Tone appropriate for clinic brand?
- Call-to-action clear?
- Clinic name/phone included?
Edit if needed
Test again
Then use on clients

Common Test Errors:

Merge tag typo: {fristName} → Nothing merges, sent as literal text
Missing clinic name: Client doesn't know who sent message
Too long: 161 chars = 2 SMS = double cost

Seasonal Template Strategy

Create Seasonal Variations:

Spring: "Spring Refresh: 20% off skin treatments this April!"
Summer: "Get beach-ready! Pre-summer Botox special - book now!"
Autumn: "Autumn Glow: Chemical peel packages 15% off"
Winter: "Winter skin rescue: Hydration treatments on offer"
Holidays: "Pre-Christmas glow-up! Book December slots before they fill"

Activate/Deactivate Seasonally: Keeps template library clean without deleting past successful campaigns.

🎯 Use Cases

Use Case 1: Reduce No-Shows by 60%

Problem: 25% no-show rate, losing £600/week revenue

Solution:

Create 3 reminder templates:
- 24h before: "Hi {firstName}! Reminder: {treatmentName} tomorrow at {appointmentTime} with {practitionerName}. Reply CONFIRM or call {clinicPhone}."
- 3h before: "Hi {firstName}! See you in 3 hours for {treatmentName} at {appointmentTime}."
- 1h before: "Hi {firstName}! Your appt starts in 1 hour. Running late? Call {clinicPhone}."
Enable automated reminders in Settings → Appointments → Reminders
Select templates for each timing

Result:

No-show rate drops from 25% → 10% (60% reduction)
Revenue recovered: £360/week = £18,720/year
SMS cost: £32/week (100 appointments × 2 reminders × £0.04) = £1,664/year
Net savings: £17,056/year

Use Case 2: Last-Minute Slot Fill (Within 30 Minutes)

Scenario: Friday 3pm, Monday 10am Botox appointment just cancelled (£300 revenue at risk)

Solution:

Navigate to Messages → New Campaign
Filter recipients: "Clients who've had Botox in last 12 months"
Select template: "Last-Minute Slot Available"

Message auto-merges:

Hi Sarah! We have a last-minute Botox - Forehead slot available Mon 15th March at 10:00 AM. First to reply gets it! Call 020-1234-5678. - Glow Aesthetics

Send to 50 targeted clients
Cost: £2.00 (50 × £0.04)

Result:

First reply arrives within 5 minutes
Slot filled by Friday 3:30pm
£300 revenue saved
£2 SMS cost
ROI: 15,000%

Use Case 3: Birthday Campaign (12 Clients This Month)

Scenario: 12 client birthdays in March, want to send personalized offers

Solution:

Create "Birthday Wishes + Offer" template:

Happy Birthday &#123;firstName&#125;! 🎉 Treat yourself to 15% off any treatment this month. Book now: &#123;clinicPhone&#125;. - &#123;clinicName&#125;

Filter clients: "Birthday in March"
Schedule campaign to send on each client's birthday

Result:

12 personalized birthday messages sent automatically
4 clients book appointments (33% conversion rate)
Average booking value: £200
Revenue generated: £800
SMS cost: £0.48 (12 × £0.04)
ROI: 166,567%

❓ Common Questions

Q: Can I include links in SMS templates? A: Yes! Links work in SMS but display as plain text. Use URL shorteners (e.g., bit.ly, your own domain) to save characters.

Example: Book online: glowaesthetics.co.uk/book (35 chars) vs https://www.glowaesthetics.co.uk/online-booking-system (58 chars)

Q: Do emojis count toward character limit? A: Yes! Most emojis = 2 characters. Use sparingly. Example: 😊 = 2 chars, 🎉 = 2 chars.

Q: What if client's name has special characters (é, ñ, etc.)? A: SMS supports extended characters but they count as 2 chars each in some cases. Test before mass-sending.

Q: Can I use templates for email campaigns too? A: Not currently. SMS templates are SMS-only. Email templates (longer format, HTML support) coming soon.

Q: What happens if merge tag has no data? A: Aestheticc uses fallback:

{firstName} with no data → "there" (e.g., "Hi there!")
Critical fields missing (phone number) → Message not sent, error logged

Q: Can I A/B test templates? A: Not automated yet. Manual A/B testing:

Create 2 template variations (e.g., "Reminder - Professional Tone" vs "Reminder - Warm Tone")
Send variation A to half of clients (Mon-Wed appointments)
Send variation B to other half (Thu-Sat appointments)
Track response rates in Messages → SMS Log
Use higher-performing template going forward

Q: How many templates can I create? A: Unlimited! No cap on template creation.

Q: Can team members see/edit my templates? A: Yes (team accounts feature). All templates are business-wide, not user-specific. Any team member with "Admin" or "Staff" role can create, edit, delete templates.

Q: Can I restore deleted template? A: No! Deletion is permanent. Tip: Deactivate instead of deleting if uncertain.

Q: Do templates work with appointment reminders (automated feature)? A: Yes! When enabling automated reminders (Settings → Appointments → Reminders), select which template to use for each timing (24h, 3h, 1h).

Q: Can I schedule template edits for future date? A: Not currently. Template edits take effect immediately for all future uses.

Q: What if I want different templates for different treatments? A: Create treatment-specific templates:

"Reminder 24h - Botox"
"Reminder 24h - Filler"
"Reminder 24h - Chemical Peel"

Then manually select appropriate template when sending, or use automation rules (coming soon).

🎯 Next Steps

After creating SMS templates:

Appointment Reminders - Configure automated reminder system
Campaign SMS - Send bulk marketing campaigns using templates
SMS Compliance - UK PECR regulations for template content
Twilio Setup - Configure SMS provider if not already done

🆘 Need Help?

If you need help creating effective SMS templates, contact support at: 📧 support@aestheti.cc

Last Updated: 2025-11-10 Related Documentation: SMS Overview, Appointment Reminders, Campaign SMS

SMS Templates

📋 TL;DR - Quick Start

What are SMS Templates?

Definition

Purpose

Example

Creating SMS Templates

Navigate to Templates

Template Fields

Message Field Best Practices

Category Options

Merge Tags

What Are Merge Tags?

Available Merge Tags

Client Information

Appointment Information

Business Information

System Information

Merge Tag Best Practices

Fallback Values

Built-In Template Examples

1. Appointment Confirmation (Sent Immediately After Booking)

2. Appointment Reminder (24 Hours Before)

3. Appointment Reminder (3 Hours Before)

4. Appointment Cancelled

5. Appointment Rescheduled

6. Post-Treatment Follow-Up (24 Hours After)

7. Last-Minute Cancellation Slot Available

8. Birthday Wishes + Special Offer

Using Templates

Method 1: When Sending Individual SMS

Method 2: When Sending Campaign SMS

Method 3: Automated Appointment Reminders

Managing Templates

Edit Template

Duplicate Template

Deactivate Template (Without Deleting)

Delete Template

💡 Pro Tips

Character Optimization

Personalization Strategies

Template Naming Convention

Testing Templates

Seasonal Template Strategy

🎯 Use Cases

Use Case 1: Reduce No-Shows by 60%

Use Case 2: Last-Minute Slot Fill (Within 30 Minutes)

Use Case 3: Birthday Campaign (12 Clients This Month)

❓ Common Questions

🎯 Next Steps

🆘 Need Help?

Need More Help?