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