Edit the text of an automatic message

The automatic messages in your template are already written, but you can put them in your own voice. That way they sound like you, not like generic text.

Edit an SMS or an email

1. 1Click Automations in the top bar (if you don't see it, it's inside More).
2. 2Open the automation that sends the message.
3. 3Click the SMS or Email sending step.
4. 4Change the text and click Save.
5. 5Check that the automation is still published.

The fields in curly braces

In the texts you'll see things like {{contact.first_name}}. They're blanks that fill in by themselves with the customer's name, your business name, and so on.

• Don't delete or change the braces or what's inside them.
• You can move a field to another spot in the sentence.
• If you type one by hand and get it wrong, the customer will see the braces in the message.

Run a test: add yourself as a customer and check how the message arrives before you leave it on for everyone.

WhatsApp is different

Your account's automatic messages go out by SMS and email. There are no automatic messages on WhatsApp: there, NEO chats with your customers when they message you. To message a customer first on WhatsApp after 24 hours, you need an approved template. See WhatsApp: the 24-hour window and templates.

Good habits

• Short sentences and a single idea.
• Say who is writing (your business name).
• In SMS, always leave the option to opt out with STOP. See Unsubscribes, STOP and customer consent.
• Don't promise discounts you won't honor.

Write to us at support@neuroaistudio.com.