60 must-have SMS templates for your customer service team

Customer Service SMS agents.

Business SMS helps you reach more customers and resolve their queries faster. But sending texts one by one is time consuming – especially as your business grows. That’s why you need SMS templates.

What Are SMS Templates?

Advanced business SMS platforms almost always offer efficiency features that expedite or eliminate simple tasks. These efficiency tools—like SMS templates—allow you to spend more time resolving customer needs instead of completing the same tasks over and over.  As a result, your customer service can scale seamlessly with your business without sacrificing the quality of your customer interactions.

SMS templates are texts you can use over and over. They help you quickly answer FAQs and send mass texts. Enterprise-grade business SMS platforms let you include photos and links within SMS templates. They also allow you to include custom fields, which your business SMS platform uses to personalize outgoing texts.

Definition of SMS template: Frequently-used text messages that businesses can store in their texting platform to save time. Most templates allow users to insert custom fields to personalize each text to the recipient when sent.

We’ve put together 60 must-have templates for your SMS customer service team so you can get a handle on best practices. You can find templates to use throughout the customer experience, from welcome texts to feedback requests. Feel free to adjust and use any of the examples you see. You can also access the templates in our interactive generator toward the bottom of this post.

Opt-in confirmation SMS templates

You have to get customers’ approval before texting them. With an opt-in confirmation, you can ensure only interested users are subscribed and that there are no unintentional subscriptions activated. Once they text the appropriate keyword or check an affirmative web form box, your business SMS platform can automatically send them a confirmation text.

Hi {{first name}}, thanks for opting in to SMS updates from Wine Box Subscriptions! You can text STOP at any time to unsubscribe.

Hi there {{first name}}! The Sam’s Cupcakes team is excited you’ve joined our SMS list. 🧁  Reply with YES to confirm or text STOP to unsubscribe.

Thanks for joining our SMS list, {{first name}}! Please reply YES to confirm that you want to receive texts from Software Service or text STOP to unsubscribe.

Congrats {{first name}}, you’re now on the Matt’s Mattresses SMS list! We’re so glad you’re here. Text STOP to stop receiving texts.

Welcome SMS template

Welcome messages are a great way to inform your subscribers about what they can expect from you and your SMS channel. You may include the types of texts they’ll receive, how frequently they’re sent, and make an introduction that sets the tone for future communication. This message can be scheduled to follow an opt-in confirmation or be automated in response to a new subscription or service request by your SMS platform.

Example of a welcome SMS template

Welcome to The Charleston’s newsletter, {{first name}}! Here we share weekly exclusive news, updates, and schedules to help you stay up to date on your favorite theater. Text STOP to unsubscribe.

Thanks for signing up for SMS communications from The Food Truck, {{first name}}! We’ll be sending you our pop-up locations 24 hours early. Reply END to unsubscribe.

We’re so glad to have you in the Office Tech family, {{first name}}. We promise to only show you the best tips and tricks for your new software suite. Reply END to stop receiving texts.

It’s great to have you, {{first name}}. As an SMS subscriber, you’ve got access to a customer service team in the palm of your hand. Don’t hesitate to reach out! Text STOP to unsubscribe.

After hours or busy replies SMS templates

After hours and busy replies let customers know when they can expect you to reply to their messages, helping manage their expectations. They also show that you respect your customers’ time and don’t want to keep them waiting around for a reply when you’re unavailable. You can automate these replies so your SMS platform sends them at specific times. You can also automate them based on incoming keywords.

After hours text message template

Hi there! You’ve reached the Terry Mountain Clinic. Our SMS patient service hours are Monday through Friday, 9am to 5pm PST. We look forward to responding then. Text STOP to unsubscribe.

Thanks for texting Fast Moving Services Inc! It will take about 5-10 minutes for an agent to respond. While you wait, check out our website, www.movingfast.com. Reply with STOP to stop receiving texts.

Thanks for your message, {{first name}}. We’re not currently available, but a Gateify agent will get back to you as soon as possible during business hours (M-F 9AM-5PM). Text STOP to opt out of text messaging.

Hey {{first name}}, thanks for contacting LiteWorkx. Unfortunately, all of our agents are currently busy, but we’re working to address your request as soon as possible. You can expect us to reply in the next 30 minutes. Text END to stop receiving texts. 

Order or resolution confirmation SMS template

SMS confirmations let customers know that your business has logged their orders and return requests, putting their minds at ease. They can save your service agents time with automated messages that trigger when the order status field changes in your sales or service platforms. SMS confirmations also provide an opportunity for customers to reply with their questions or concerns.

Hi {{first name}}. Your Gem Hair Products order #{{order number}} has been confirmed. We will text you when it ships. Reply with STOP to unsubscribe from SMS notifications.

Hey {{first name}}, it’s {{agent name}} from Action Gym. I’ve issued your refund. You’ll see it on your card in 5-7 days! Text STOP to unsubscribe.

Thanks for your order #{{order number}}, {{first name}}! We’re so excited to have you at Beauty Works. We’ll keep you updated on your order status from packing to delivery. Text STOP to unsubscribe.

Hi {{first name}}, we’ve processed your refund for KoreCare order #{{order number}}. It will be returned to the original payment method in 5-7 business days. Reply END to stop receiving texts.

Shipping notification SMS template

Customers like to know when their order is arriving, so a shipping notification can help to get customers excited about their purchase. These templates usually include the order number, shipping date, carrier, tracking number, estimated arrival date, and any other shipping information they need to prepare to receive the order. Your business texting platform can send them in response to field changes in your CRM, point of sale (POS) system, or order fulfillment platform with the appropriate integrations.

SMS template for a shipping notification

Woohoo! Your BlastPak order is on its way, {{first name}}. You can expect it on {{delivery date}} via {{carrier}}. Your tracking number is: {{tracking}}. Reply STOP to unsubscribe.

It’s time to get excited, {{first name}}! Your PrimePax order will be delivered on {{delivery date}}. Use tracking number {{tracking}} to learn more. Reply END to stop receiving text updates.

{{first name}}, your Penny’s Pastries order #{{order number}} has been shipped and is expected to arrive on {{delivery date}} with tracking #{{tracking}}. Reply STOP to unsubscribe.

Your GlowStix order is primed, packed, and shipped, {{first name}}! Use tracking #{{tracking}} to keep an eye out for delivery on {{delivery date}}. Text STOP to stop receiving SMS updates.

Delivery notification SMS templates

Your customers want step-by-step notifications for their orders. Create SMS templates for delivery notifications to save time. You can even set your business SMS platform to automate these texts. With help from an SMS integration, it can send a text when your CRM platform, point of sale (POS) system, or order fulfillment software shows an order has progressed in the delivery process.

Hi, {{first name}} this is Lucia’s Pizza! Our driver is on the way with your order of {{dish type}}. We’ll be there in {{delivery ETA}}. Text STOP to unsubscribe.

Hello, {{first name}}, your Local Green Pottery order #{{order}} has shipped and will arrive by {{delivery date}}. Please find more details about your delivery here: {{link}}. Text STOP to unsubscribe.

{{first name}}, driver {{driver}} is just a few minutes away from delivering order #{{order number}} from Max Market. Thanks for supporting local business! Text END to unsubscribe.

Your order has arrived! Order #{{order number}} is ready to be enjoyed, {{first name}}. Be sure to bring it in and refrigerate ASAP! Thanks for choosing Frankie’s Fish. Text END to unsubscribe.

Status alert SMS templates

Customers don’t like to be left guessing or waiting on their request statuses. If it typically takes your business a few days to resolve customer requests or queries, you can send updates so they know your team is on it. You can schedule them to send after a certain period of time from the point of ordering or contacting you. Use SMS templates to ensure each status alert message is equally reassuring:

Example of a text messaging template giving a status alert

Hello {{first name}}, this is {{agent name}} from Eloise the Dressmaker. We are still working on your bespoke order #{{order number}}). 👗  Text back with questions or text STOP to unsubscribe.

Hi {{customer name}}, Sunlight Shoes here. We expect your order to be ready for pick up on {{pick up date}}! We’ll text with any changes. Reply with STOP to unsubscribe.

We haven’t forgotten about you, {{customer name}}! A SheerTech agent will contact you about your demo request as soon as possible. Reply END to unsubscribe.

Hey {{first name}}, thanks for your patience. We’re still awaiting delivery of your {{product}} return, but once we receive it, your refund will be processed. Text END to stop receiving updates.

Appointment reminder SMS template

SMS reminders can reduce appointment no-shows. (They can also boost meeting attendance if your business is using SMS to streamline internal operations.) Use an SMS drip campaign to send a sequence of SMS reminders that continue until customers reply or their appointment dates pass. You’ll also open communication if scheduling conflicts occur to help prevent late cancellations or no-shows:

Hello {{first name}}, Starlight Springs Spa here. You have an appointment on {{appt date}}. Please reply to confirm or reschedule. Text STOP to unsubscribe.

Hi there, {{first name}}, this is Friendly Dentistry. Please remember to schedule your {{upcoming service}}. Text S to get started. Reply with STOP at any time to unsubscribe.

We’re excited to see you at Wonderful Weddings on {{appointment date}}, {{first name}}! If you need to reschedule, please text us. Text STOP to unsubscribe.

Hey {{first name}}, this is a friendly reminder that you have a reservation at Michaelangelo’s on {{reservation date}} at {{reservation time}}. Reply to cancel or reschedule, or text END to stop receiving updates.

Action reminders

Sometimes customers need reminders that they have to complete an action, whether it’s calling your office or submitting paperwork. A quick text can be the difference between losing a lead or customer due to miscommunication. If you find yourself sending reminders often, use SMS templates to save time and avoid manual, repetitive writing tasks:

Action reminder text template

Hi {{name}}, this is {{agent}} from Ace Literary Magazine. We noticed that your application isn’t complete. To continue, complete your profile by {{date}}. Text STOP to unsubscribe.

Hey, {{first name}}, it’s Tina. We’re ready to close on your dream house! I’ve emailed instructions about paperwork and signatures. Text me with questions! (Or text STOP to stop receiving texts.)

Ready to move forward, {{name}}? We emailed you an invoice – once it’s paid, we’ll be able to ship your order immediately. Text back with any questions, or reply STOP to unsubscribe.

Hi {{name}}, we haven’t received your completed new patient form yet. Please remember to complete and email it, or bring it to your appointment on {{appointment date}}. Text STOP to stop receiving texts.

Web chat follow-ups

Collecting user feedback after a web chat can be valuable for refining your customer service process and can help improve customer satisfaction. Your teams can’t contact web chat users after they exit your business’s website unless they’ve opted in to receive SMS updates. In that case, you can use SMS templates to send quick follow-ups and ensure they’re all set:

Hey, {{first name}}! This is {{agent name}} from Lightning Software. Did you have any more questions for us, or did you get the answers you needed? Text STOP to stop receiving texts.

Hi {{first name}}, {{agent name}} from Furniture Plus here. It was great talking to you. Any other questions before I close your ticket? Text STOP to unsubscribe from texts.

{{first name}}, thanks for taking the time to chat. I hope I was able to address all of your concerns. Please let me know if you have any questions! – {{agent name}} from WorkStation. Text STOP to unsubscribe.

It was great to hear from you, {{first name}}. DigiMax agents are always here if you have any additional questions or comments – just reply here or visit the site! Reply END to stop receiving texts.

Feedback requests

Feedback requests can give your business critical insight into the quality of your customers’ experiences. They also show your customers that you care and can boost your online presence. Using SMS templates with custom fields ensures that you ask for feedback in a uniform way each time with personalization that improves customer relationships:

Example of a feedback request text messaging template

I enjoyed talking today, {{name}}. How would you rate your experience? Reply with a number between 1 (poor) and 5 (fabulous) to leave feedback. Text STOP to unsubscribe.

Hi, {{first name}}! We at Keidra’s Diamonds hope you’re well. Would you like to share your Rewards customer experience? If so, please leave a review on Yelp. Text STOP to unsubscribe.

Thanks for reaching out to Larry’s Lawn Care, {{first name}}. We hope we solved your concerns! How was our customer service? Reply with a number between 1-5 (5 being exceptional) to leave your feedback. Text STOP to unsubscribe.

Hey {{first name}}! John from John’s Jewelry here. On a scale of 1-5 (5 being the best!), how would you rate our service? You can reply here or leave a full review on our page: {{social link}}. Reply END to stop receiving texts.


Follow-ups are an important part of providing a complete customer experience and nurturing relationships with customers and clients. Support teams typically handle a high volume of tickets, so following up manually can be hard to stay on top of. Using SMS templates, you can make sure that your customer service, support, or sales representatives can reach out quickly while maintaining a uniform brand voice:

Hi {{first name}}, this is {{agent name}} from Artsy Antiques. Has everything been going well with your order since our last chat? Text STOP to stop receiving texts.

Hey there {{first name}}, it’s Amy’s Flowers here. Is there anything else we can do before your {{upcoming event}}? 💐 Text STOP to unsubscribe from our SMS service.

How’s it going, {{first name}}? Just wanted to check-in to see how your trial of {{product}} is going. If you have any questions, reply HELP. To stop receiving texts, reply STOP.

Hey {{first name}}, it’s been a few days since we’ve heard from you about case #{{case number}}. Do you need any additional assistance? Reply NO to close the case. Reply END to stop receiving texts.

Payment reminders

As a business, receiving payments on time is important to cash flow. Customers also want to make sure they pay their bills on time to avoid late fees. Your business platform can schedule messages to be sent at a designated time based on the customer’s due date with the right SMS integration. With a payment reminder SMS template, you can tell customers their balance and due date as well as open a line of communication in case there’s a problem:

Text template reminding a customer about payment

Hi {{customer}}, this is a reminder that your rent payment of {{rent}} is due to Quality Homes by {{due date}}. You can visit the portal at {{portal link}} or drop off a check at the leasing office to pay. Text END to stop receiving texts.

Hey {{first name}}, it’s Sandra from Software Sales. We haven’t received your payment for invoice #{{invoice id}} yet. Please pay before {{due date}} to avoid late fees. Reply STOP to unsubscribe.

How’s it going, {{first name}}? This is John from Matt’s Materials. I saw that your most recent invoice for order #{{order}} is coming up on {{due date}}. Please let me know if you run into any issues. Reply STOP to unsubscribe from texts.

{{name}}, your autopay for the amount of {{balance}} is scheduled for {{payment date}}. Please make sure your payment method is up to date to avoid interruptions. Text END to stop receiving texts.

Referral request SMS template

92% of leads trust referrals from people they know. By delighting customers and collecting referrals, you can use social proof to build trust with future customers. A referral request SMS template allows you to easily ask each customer to share their experience with or without incentives:

How’s your order, {{first name}}? We hope you’re loving your GrillCo {{product}} and enjoying it with friends. Share the love with this referral discount: {{link}}. Text END to stop receiving texts.

Summer’s on the way, {{first name}}! If someone you know has a problem with their air conditioning, have them give AC Pros a call at {{phone number}} for special referral pricing. Reply STOP to stop receiving texts.

Thanks for being a loyal customer, {{name}}. We look forward to helping you in the future, and would love it if you could share your experience with friends and family so that they can get fit with QuickHiit too! They can use the discount FITNOW for 30% off their first purchase, and you’ll get 30% off your next order. Reply END to unsubscribe.

Hey {{first name}}, it’s Chris from HouseMark. It was great to help you find your dream home! If you know anyone else who is ready to buy or sell, we’d love to help. Reply STOP to stop receiving texts.

Survey request SMS template

Surveys are a great way to quickly evaluate your business and customer service. You can ask specific questions to get feedback on the elements of your business that you’re evaluating. With SMS surveys, you can send engaging and personalized survey requests that encourage customers to respond, starting a valuable conversation:

Survey request SMS template

{{customer name}}, how would you rate the customer service you received from StaffSearch today? Reply with a number between 1(poor) and 5(exceptional). Text STOP to unsubscribe.

Hey {{customer name}}, now that you’ve received your {{product}}, what do you think of it? Reply to this message or visit {{url}} to complete a brief survey to help us improve. Text END to unsubscribe.

A penny for your thoughts, {{first name}}? We’d love to hear what you thought about our {{product}}. Visit: {{url}} to complete a brief survey and claim a secret prize! Text STOP to unsubscribe.

Hi {{first name}}, this is John from SurveyPros. How was your experience with our customer service team today? Tell us how we did by replying with a number between 1(bad) and 5(great). Reply END to stop receiving texts.

SMS Templates for Customer Service Generator

This SMS templates for customer service generator includes 60 templates for a variety of purposes. Use them to inspire your own customer service texts—or copy a template you like, adjust it, and send them manually or automatically through your business texting platform.

The information in this guide is provided “as is” and should not be relied upon as legal advice. You are responsible for ensuring your use of the services and your message content complies with all laws applicable to your business.

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Best practices for creating effective SMS templates

SMS templates are a valuable element of effective business text messaging. With effective SMS templates for customer service, you can begin streamlining communication and building better relationships with customers.

Here are four ways to create customer service text templates that engage users (and maintain compliance):

List of best practices for sending SMS templates

Always include opt-out options ✅

First and most importantly, every outbound SMS template that you create must include opt-out information, UNLESS you’re directly responding to a customer’s question. Your message should make it clear that they can opt-out at any time and provide the appropriate keyword to text to stop receiving messages.

Your business platform likely recognizes the most common opt-out keywords, which include STOP, UNSUBSCRIBE, END, QUIT, and CANCEL. Once a customer replies with one of these keywords, their permission is revoked and must be recaptured.

Personalize messages with custom fields ✅

Personalization isn’t just a good idea for building relationships – it’s a necessity. 71% of customers expect personalization in communication from businesses, making it crucial that your SMS templates are built using customer information.

Custom fields should be integrated into your templates from your CRM or sales app. When you add a custom field like the customer’s name or a date, you’re able to dynamically change the text that is sent to each individual. As a result, each text is personalized to the recipient and SMS templates can be reused.

Introduce yourself and be friendly ✅

Text messages are an intimate form of communication. When you’re talking with customers through their texting apps, it’s a good idea to introduce yourself as a company or the agent who is handling the text thread.

By introducing yourself, you can reduce the chances of a customer deleting your messages as just another spam text. Personal introductions may also help to encourage conversation if customers know they’re talking to a person, not just a brand.

Keep messages short ✅

An important element of effective SMS templates for customer service is the usability of each template. You want to build templates that can be used for multiple use cases and across different segments, including customers with different types of phones.

SMS has a limit of 160 characters per text. If your business texts are longer, they may be delivered in multiple parts (although some apps and iPhone users can receive longer messages as one thread).

By building SMS templates that fall within the 160-character limit, you can be sure that they are delivered uniformly across all platforms.

Streamline communication with SMS templates for customer service

Texting is a great way to communicate with your customers. With a 98% open rate, they make it easy to start conversations, answer questions, collect important information, and inform customers at any stage of the customer service process.

With the right SMS templates for customer service, you can save your agents time while providing a more personalized and effective customer experience that seamlessly scales as your company grows.

Want more ideas for building an excellent customer experience with texting? Read our SMS Customer Service Handbook.

Ebook Cover: SMS Customer Service Handbook

Sophia Huneycutt is Heymarket's lead writer, producing everything from articles to eBooks. She works closely with Heymarket's product and customer service teams to help convey the latest business texting best practices. A B2B technology writer since the mid-2010s, Sophia has also worked with brands like Microsoft and Indiegogo. Her dying potted plants wish she'd stick to writing in her spare time, too.
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