Every template below follows the same rules: business name in the first six words, one purpose, a question they can answer in one tap, and no marketing furniture. The reasoning is in how to write a business text people don't hate — this is the applied version.
Rewrite them before you send them
These are shapes, not scripts. A template used verbatim reads like a template, and the entire advantage of this channel is sounding like a person. Replace the example businesses with yours and say it the way you would say it out loud.
Confirmations
1. Booking made
Hi {first} — this is {business}. You're booked {day} at {time}
for {service}. Anything you need before then, just reply here.
2. Booking with a prep step
Hi {first} — {business}. You're set for {day} at {time}. One thing:
{prep instruction}. See you then.
3. Booking with a window
Hi {first} — {business} here. We've got you down for {day} between
{start} and {end}. I'll text the morning of with a tighter window.
4. Reschedule confirmed
Moved you to {new day} at {new time}, {first}. Nothing else changes.Reminders
5. Standard, with a closed ask
Hi {first} — {business}. You're booked tomorrow at {time} for
{service}. Reply C to confirm or R if you need to move it.
6. With logistics
Hi {first} — {business}, seeing you tomorrow at {time}. We're at
{address}, parking's {detail}. Reply C to confirm.
7. Second visit in a series
Hi {first} — {business}. Session {n} of {total} is tomorrow at
{time}. Reply C to confirm.
8. High-value or first-time appointment
Hi {first} — looking forward to seeing you tomorrow at {time}.
Anything you want me to know beforehand, just reply here.Send between 5 and 7pm the evening before. The reply is the point — a confirmation is a commitment, and an R twelve hours out is a slot you can still fill.
On the day
9. Tighter window
Morning {first} — {tech name} should be with you around {time}.
I'll text if that slips.
10. On the way
{tech name}'s heading over now, about {n} minutes out. He'll be
in a {vehicle description}.
11. Running late
{first} — running about {n} minutes behind, sorry. Still coming,
should be with you by {time}.
12. Ready for collection
Your {item} is ready, {first}. We're open until {time} today.Number 11 is the one businesses skip and customers remember. Being late is forgivable; being late silently is not.
Completion and proof of work
13. Job done, with photos
All finished, {first} — photos attached. {one line on what was
done}. Anything looks off, tell me and I'll come back.
14. Approval needed mid-job
{first} — found {issue}, photo attached. {price} including labour
and we can do it today. Want us to go ahead?
15. Nothing needed
Had a look and it's fine — no work needed, no charge. {one line
of reassurance or advice}.Attach full-quality photos. This is where an iMessage line earns its cost — MMS compression makes competent work look shoddy.
Number 15 is unusual and worth having. A message saying you found nothing and charged nothing buys more loyalty than most paid work does.
Review requests
16. Standard
Thanks for having us out today, {first}. If it went well, a quick
review helps us a lot: {tagged link}
17. After a repeat visit
Always good seeing you, {first}. If you've got 30 seconds, a
review would mean a lot: {tagged link}
18. Retail or hospitality
Thanks for coming in, {first}! If you enjoyed it, we'd love a
review: {tagged link}Send 30–90 minutes after the job closes. One ask. Never twice. Tag the link with utm_campaign=review-request.
Rebooking and reactivation
19. Interval-based
Hi {first} — it's been about {interval} since your last {service}.
Want me to hold a {day A} or a {day B}?
20. Seasonal restart
That's us back for the season, {first}. Same slot if you want it —
just reply and I'll put you down.
21. Long-lapsed customer
Hi {first} — {business}. Been a while since we did your {service}.
No pressure at all, but if you're due I've got room this month.Reference the specific service. A generic 'we miss you' reads as bulk mail and gets treated as such.
The awkward ones
22. Waitlist / cancellation fill
Opening today at {time} with {person} — first to reply gets it.
23. Skipped or drifting customer
Hi {first} — noticed we've skipped the last couple of visits.
Everything alright, or do you want to pause for a bit?
24. Responding to a complaint
{first}, I'm sorry — that's not how it should have gone. Can I
call you in the next hour to sort it out?Number 24 has one job: get off messaging and onto a call. A complaint handled in a text thread escalates; a complaint handled by voice within the hour usually does not. More on that in when a customer replies angry.
Before any of these go live
The checks
- Business name inside the first six words
- Merge fields tested — no
Hi {first}reaching a real customer - Links tagged, and tested on a real phone through every redirect
- Send window is 9am–8pm in *their* timezone
- Somebody is watching for replies, and you know who
- Read it an hour later, cold, as if you were the customer
Setting this up
Whatever you send, someone has to answer it. Miss Blue is the option built around that — a line with a shared team inbox, so replies land where your staff already work rather than in an API you would have to build against. If you have a developer, Sendblue and Blooio publish their documentation openly; the full comparison is here.