RechargeSMS is a transactional SMS tool that empowers customers to manage their subscriptions by text message. RechargeSMS messages are customizable, ensuring that your brand's voice and tone are always at the center of every interaction. This article provides guidance on managing messages in RechargeSMS. 

Editing message templates

RechargeSMS comes pre-installed with default SMS templates. You can either use the default Recharge SMS templates or customize the message templates to match your brand's voice. Videos and gifs cannot be sent via RechargeSMS, only text messages. 

Refer to the following steps to edit message templates:

1. From the RechargeSMS dashboard, select Messages. 
2. Locate the message you would like to edit or use the search bar to search for a specific message using the title or contents of the message.
3. Click the Edit icon listed in the Actions column. 
4. Update the Description to include a description of the message. The description cannot be viewed by the customer and is used only for your reference. 
5. Edit the message template in the text box. Use the available variables to pre-fill your notifications with relevant customer information. For more details on using variables, see Using variables in message templates. 
6. Click Update.    

Some messages have Actions your customers can take. Message Actions can be deleted or reordered to your liking. Open the Delay Order - Options message template to see an example: 

Duplicating message templates

Some message templates can be duplicated. You may wish to duplicate a message if you want to offer product-specific notifications to your customers. For example, you may want to have different welcome messages for customers depending on what product they have subscribed to. 

Refer to the following steps to duplicate message templates:

1. From the RechargeSMS dashboard, select Messages. 
2. Locate the message you wish to duplicate.  
3. Click the Duplicate icon in the Actions column. 

Clicking the Duplicate icon immediately duplicates the message and prompts you to customize the duplicated message. Once a message is duplicated, you can select the product variants you want the message to apply to.

Duplicated messages are saved under Custom Messages. You can edit or delete Custom Messages at any time. 

Using variables in message templates

Variables can be used in message templates to make your messages more personalized and informative. Variables work by automatically filling in relevant order and customer details. Each message template has a unique set of variables, and the list of available variables differs depending on the message template you are using. You cannot create custom variables.

The list of available variables is located on the Edit message page of each message template: 

To use a variable in a message template, click on one of the available variables to automatically insert the variable, or click on the message template text box and type @ followed by the variable title. 

For more information on SMS variables, see Variables for SMS.

Keywords

Keywords are phrases that RechargeSMS sends automated responses to. For example, texting STOP to RechargeSMS unenrolls a subscriber from SMS messages, and to resubscribe the customer would text START. Texting CANCEL cancels a subscription. 

There are eight keyword functions built into RechargeSMS. These keywords are not case-sensitive.

Custom keywords

You can create custom keywords with custom responses to further automate communications between your store and the customer. For example, you may want to respond with a standard You’re welcome text message every time a customer sends Thank you.

1. From the RechargeSMS dashboard, click Messages and select Custom Keywords. 
2. Click the + icon to add a new keyword. 
3. Fill out the Keyword and Response fields. Press Enter after typing each keyword to separate the entries. 
4. Click Active response to custom keyword(s).
5. Click Save. 

Cancellation Reasons

Cancellation Reasons provide insights into your customers and their relationships with your products. Customers can select a cancellation reason when they choose to cancel their subscription via SMS. 

Some cancellation reasons have retention strategies assigned to them to help reduce churn. These actions let customers skip their next order or swap to a different product as an alternative to cancelling. 

The Cancellation Reasons page features a list of standard cancellation reasons, with pre-assigned retention strategies. You can edit or add additional cancellation reasons in the RechargeSMS dashboard:

1. From the RechargeSMS dashboard, click Messages and select Cancellation Reasons.
2. Click the + icon to add a new cancellation reason.
3. Add your custom cancellation reason in the Name field. 
4. Select a retention strategy from the Churn Prevention dropdown menu: 
   • Not defined - Allow customers to cancel without any retention strategies
   • Skip order - Provide customers with the option to skip their upcoming order instead of cancelling
   • Swap product - Provide customers with the option to swap to a new product instead of cancelling
5. Click Save. 

Use the Edit icon to change a cancellation reason or the Delete icon to delete a reason.

Previewing messages with the Messaging Simulator

The RechargeSMS Simulator lets you preview what SMS communications will look like for your customers. For more details on using the Messaging Simulator, see Using the messaging Simulator.