Understanding the Upcoming order reminder template for Concierge SMS

The Upcoming order reminder template is a Concierge SMS flow that sends a reminder to subscribers before their recurring order is processed.

This guide explains how the template works, when it triggers, and how to customize it.

How the template works

Each time a recurring charge is approaching, the Upcoming order reminder template triggers a flow that reminds subscribers what is in their upcoming order, when it will be charged, and how they can manage it by SMS. The flow checks for transactional SMS consent before sending a message. If the customer does not have consent, the flow ends without sending.

This template is typically the highest-engagement moment in the Concierge SMS lifecycle. It gives customers a clear chance to manage an upcoming order before it processes, which can help reduce passive churn.

This template also includes a fallback introduction for subscribers who did not receive the Welcome Message(LINK WHEN CREATED) template. If a customer has not yet been introduced to the AI concierge, the flow sends a welcome and reminder version of the message instead of the standard reminder.

Use this template to:

• Remind customers about an upcoming recurring order
• Give customers time to manage their order before it processes
• Introduce the AI concierge when a customer missed the Welcome Message flow

The flow triggers when the following conditions are met:

This flow triggers before every recurring charge for eligible subscribers.

This template uses two layers of branching to determine whether to send a message and which message version the customer should receive.

The template creates a flow with the following steps:

Default messages

The default first-time subscriber message introduces the AI concierge and includes upcoming order details:

Hi {{customer.first_name}}, I'm your new AI concierge for {{store.name}}. You have an upcoming order of {{line_items_excerpt}}. Your order will be processed on {{charge.scheduled_at}}. I can help you manage your order (add items, send now, change order date). Please only ask me for one request at a time.

The default returning subscriber message includes the same order reminder details, but skips the introduction:

Hi {{customer.first_name}}, you have an upcoming order of {{line_items_excerpt}} that will be processed on {{charge.scheduled_at}}. I can help you manage your order (add items, send now, change order date). Please only ask me for one request at a time.

Both messages are fully editable. The key difference is that the first-time version introduces the AI concierge, while the returning version assumes the customer knows about the AI concierge.

Customization options

You can customize the following aspects of this template:

Message content

• Edit the first-time subscriber message
• Edit the returning subscriber message
• Add or remove personalization variables
• Adjust the AI concierge introduction language to match your brand voice

Flow structure

• Add SMS nodes
• Add SMS cross-sell nodes to recommend one-time and subscription products
• Add conditional branches based on customer attributes
• Add delay or wait nodes

Set up the Upcoming order reminder flow

Create the flow in your merchant portal to begin sending upcoming order reminders to your customers: 

1. In your Recharge merchant portal, click SMS and select Concierge.
2. Click Create from template on the Concierge SMS Overview page.
3. Select Upcoming order reminder and click Get started.
4. Click on the Trigger node to verify that your days-before-charge setting matches your preferred reminder window.
5. Click on the SMS nodes in each branch to update the default messaging.
6. Optional - Drag any additional nodes from the Add a node menu to customize the flow structure.
7. Save and activate the flow.

Personalization variables

Use these template variables to personalize your messages:

Best practices for building an upcoming order reminder message

• Use the Upcoming order reminder template to drive engagement and reduce churn before the order processes.
• Keep the first-time message warm and informative so customers understand who is messaging them and what the AI concierge can do.
• Keep the message to returning subscribers concise and action-oriented.
• Match the days-before-charge setting to your fulfillment timeline so customers have enough time to make changes.
• Encourage order management by clearly explaining what customers can do via SMS, such as adding items, sending now, or changing the order date.
• Keep local time delivery enabled so reminders arrive at a reasonable hour.
• Use this template with the Welcome Message template for the best onboarding experience.

Considerations

Consider the following when using the Upcoming order reminder template: