Business Communication Templates

The following templates are suitable for use with communicating with customers and clients in relation to changes to trading hours, service availability, store policy, temporary closures - as well as staff communications.

You can add an additional Opt-out message by clicking on "Add Opt Out" in the SMS campaign screen within the dashboard, once you have pasted the template content in to the message field. You can choose from 'Reply stop' or an unsubscribe link (if sending from your business name).

We have included some data templates as well (which should automatically download when you click each link), to help you save your contact information in a format that will work with the field references in each message template. Each data template has column headers in row 1, a description of the required data in row 2, and an example of the data in row 3. Make sure you delete the contents of rows 2 and 3 before adding your contact data, but do not delete the content in row 1 (unless you want to change the header name and the field references in the message).

This article explains how to add field references or placeholders.

1. Service changes

Purpose:

This template can be used to notify customers of changes to services (e.g. store closures). In the example shown we refer to a retail premise; however the template can be altered to suit your specific business.

This template requires you to add a URL (i.e. the web address) for the link. You may need to use a URL shortener to limit the web address to 13 characters in order to keep your message clean; bearing in mind the 160 character limit for a single SMS.

Field references:

• This template utilises the "firstname" field in the contact profile; when uploading the CSV file during your contact import, ensure that you match this column to the First Name field in the dropdown.
• This template also utilises a custom field called "businessname",  which means that your data list will need to include a column populated with the name of your business. When uploading your CSV file during your contact import, ensure that you match this column to Custom 1.
• The template also utilises a custom field called "product", populated with the type of product or service you offer (e.g. groceries).  When uploading your CSV file during your contact import, ensure that you match this column to Custom 2.
• The template also utilises a custom field called "date", populated with the date from which your services will change. Please note - be careful when inputting dates in Excel, as sometimes the format will be converted to a number. In the attached template, the example given is written in a text format.  When uploading your CSV file during your contact import, ensure that you match this column to Custom 3.
• The template also utilises a custom field called "phone", populated with your business phone number.  When uploading your CSV file during your contact import, ensure that you match this column to Custom 4.

Where the message says "<Insert URL>" - this is where you need to paste the link to the location where recipients can view the information referenced in the message (e.g. your website).

Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Contact Data Template - Service Change.xlsx

Template

Dear (First Name)

At (Cust. 1) we know how important (Cust. 2) are to you as a customer. In response to Coronavirus, we are changing the way we operate. From (Cust. 3), our store will no longer open directly to customers, and instead operate as a delivery only service. Please call us on (Cust. 4) for all orders, or order online at <insert URL>
Thank you.

2. Change to business hours

Purpose:

This template can be used to notify customers of changes to business/trading hours to accommodate special opening hours for priority customers. In the example shown we refer to a retail premise; however the template can be altered to suit your specific business.

This template requires you to add a URL (i.e. the web address) for the link. You may need to use a URL shortener to limit the web address to 13 characters in order to keep your message clean; bearing in mind the 160 character limit for a single SMS.

Field references:

• This template utilises the "firstname" field in the contact profile; when uploading the CSV file during your contact import, ensure that you match this column to the First Name field in the dropdown.
• The template also utilises a custom field called "product", populated with the type of product or service you offer (e.g. groceries). When uploading your CSV file during your contact import, ensure that you match this column to Custom 1.
• The template also utilises a custom field called "date", populated with the date from which your services will change. Please note - be careful when inputting dates in Excel, as sometimes the format will be converted to a number. In the attached template, the example given is written in a text format.  When uploading your CSV file during your contact import, ensure that you match this column to Custom 2.
• The template also utilises two custom fields called "openhours1" and "openhours2", populated with the new opening hours and the traditional opening hours. Ensure that these columns are matched as Custom 3 and 4 when uploading your CSV file.

Where the message says "<Insert URL>" - this is where you need to paste the link to the location where recipients can view the information referenced in the message (e.g. your website).

Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Contact Data Template - Changing Opening Hours.xlsx

Template

Dear (First Name)

We know how important (Cust. 1) are to you as a customer. In response to Coronavirus, we are changing our open hours to give priority customers safe access to our stores. From (Cust. 2), our stores will open from (Cust. 3) for pensioner and special needs customers only. Regular opening hours will remain as (Cust. 4).
For more information, please read our full statement here: <Insert URL>
Thank you.

3. Temporary Closure

Purpose:

This template can be used to notify customers that your business is closing temporarily. This generic template can be used across a range of business types

This template requires you to add a URL (i.e. the web address) for the link. You may need to use a URL shortener to limit the web address to 13 characters in order to keep your message clean; bearing in mind the 160 character limit for a single SMS.

Field references:

• This template utilises the "firstname" field in the contact profile; when uploading the CSV file during your contact import, ensure that you match this column to the First Name field in the dropdown.
• This template also utilises a custom field called "businessname",  which means that your data list will need to include a column populated with the name of your business. When uploading your CSV file during your contact import, ensure that you match this column to Custom 1.
• The template also utilises a custom field called "date", populated with the date from which your services will change. Please note - be careful when inputting dates in Excel, as sometimes the format will be converted to a number. In the attached template, the example given is written in a text format.  When uploading your CSV file during your contact import, ensure that you match this column to Custom 2.

Where the message says "<Insert URL>" - this is where you need to paste the link to the location where recipients can view the information referenced in the message (e.g. your website).

Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Contact Data Template - Temporary Closure.xlsx

Template

Dear (First Name)

(Cust. 1) sadly need to let you know we are temporarily closing down our business due to the impact of Coronavirus. Our last day of operation will be (Cust. 2). We hope to re-open as the situation changes and will notify you when this happens. For more information, please read our full statement here: <Insert URL>
Thank you

4. Staff communication

Purpose:

This template can be used to notify staff of any changes/cancellations to shifts, and to provide a link to an additional information source such as a website.

This template requires you to add a URL (i.e. the web address) for the link. You may need to use a URL shortener to limit the web address to 13 characters in order to keep your message clean; bearing in mind the 160 character limit for a single SMS.

Field references:

• This template utilises the "firstname" field in the contact profile; when uploading the CSV file during your contact import, ensure that you match this column to the First Name field in the dropdown.
• This template also includes a custom field "shifttime", populated with the date of the shift in question. Please note - be careful when inputting times in Excel, as sometimes the format will be converted to a number. In the attached template, the example given is written in a text format (e.g. "2pm to 9pm"). When uploading your CSV file during your contact import, ensure that you match this column to Custom 1.
• This template also includes a custom field "shiftdate", populated with the time of the shift in question. Please note - be careful when inputting dates in Excel, as sometimes the format will be converted to a number. In the attached template, the example given is written in a text format. When uploading your CSV file during your contact import, ensure that you match this column to Custom 2.

Where the message says "<Insert URL>" - this is where you need to paste the link to the location where recipients can view the information referenced in the message (e.g. your website).

Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Contact Data Template - Shift Update.xlsx

Template

Hi (First Name). Due to the Coronavirus pandemic, all staff rostered on from (Cust. 1) on (Cust. 2) are no longer required. We sincerely apologise for the inconvenience and will provide updates as more information becomes available. For more information click here: <insert URL>
Thank you.