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Reputation Management & Reviews

How to Personalize Review Requests Using Custom SMS Templates

Learn how to create and personalize recurring review request SMS templates in GHL Customer Care to boost engagement, add dynamic images, and improve response rates.

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On this page
  1. Key Benefits of Using Custom SMS Templates for Recurring Review Requests
  2. How to Set Up Custom SMS Templates for Review Request Campaign
  3. Frequently Asked Questions
  4. Related Articles

This article explains how to use custom SMS templates in Reputation Management to send recurring review requests. You’ll learn how to personalize messages with custom tokens, add dynamic images, and manage multiple templates to match your brand’s style. By following these steps, you can create consistent, engaging requests that boost customer responses and grow your reviews.

TABLE OF CONTENTS

What is Custom SMS Template?

A custom SMS template in GHL Customer Care’s Reputation Management allows you to design and manage the exact messages sent in recurring review requests. You can personalize each message with custom tokens, unique text, and dynamic image links so every recipient gets a message that feels tailored to them. This level of customization helps increase engagement and encourage more customers to leave reviews.

By using custom SMS templates, you can maintain consistent branding, speak in your business’s voice, and deliver visually appealing messages that stand out. Whether you choose a pre-built design or create one from scratch, you have full control over the content and presentation of your review requests.

Key Benefits of Using Custom SMS Templates for Recurring Review Requests

Custom SMS templates give you complete control over the look, feel, and personalization of your review requests. You can:

  • Personalized Messaging: Personalize each SMS with custom tokens and brand-specific language
  • Dynamic Image Personalization: Add dynamic image URLs that update with contact-specific data, using NiftyImages compatibility for personalized visuals that make requests more eye-catching
  • Flexible Design Options: Choose from pre-built templates or create one from scratch
  • Simplified Template Management: Quickly create, edit, and assign templates by customizing the name, message, tokens, and image URLs, ensuring consistent, on-brand follow-ups
  • Streamlined Campaigns: Automatically assign your preferred recurring SMS template to follow-up campaigns

How to Set Up Custom SMS Templates for Review Request Campaign

Follow these steps to configure your custom SMS templates:

Access Reputation Settings

From the left-hand menu, select Reputation and then click the Settings tab at the top of the page. This will open the area where you can manage and customize your SMS review request templates.

How to Set Up Custom SMS Templates for Review Request Campaign (image 1 of 14) What this shows From the left-hand menu, select Reputation and then click the Settings tab at the top of the page. What this shows Illustrates the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". This screenshot appears in the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". The text alongside this image reads: From the left-hand menu, select Reputation and then click the Settings tab at the top of the page. This will open the area where you can manage and customize your SMS review request templates. Immediately after, the guide continues: In the left-hand menu under Reputation Settings, select SMS Requests. This section contains all options for scheduling, customizing, and managing your recurring SMS review request templates. Image 1 of 14 What to chooseFrom the left-hand menu, select Reputation and then click the Settings tab at the top of the page. This will open the area where you can manage and customize your SMS review request templates.
Buttons and menus referenced Access Reputation SettingsReputationSettingsOpen SMS RequestsReputation SettingsSMS RequestsEnable SMS Review RequestsSMS Review RequestsSet SMS Send TimingSet Repeat FrequencyUntil clicked, repeat this everyCustomize Repeat Interval
Next stepIn the left-hand menu under Reputation Settings, select SMS Requests. This section contains all options for scheduling, customizing, and managing your recurring SMS review request templates.
All 6 steps in this procedure
  1. Name Your Template: Enter a clear, descriptive name to easily identify the template later.
  2. Enable Image Option: Toggle Request with Image on if you want to include an image in your message.
  3. Upload an Image: Click to upload an SVG, PNG, or JPG file to visually enhance your request.
  4. Add a Custom Image URL: Optionally paste a dynamic image link, such as one from NiftyImages, to personalize visuals.
  5. Write Your Message: Craft your SMS content, using custom tokens (like {{contact.first_name}}) to personalize text.
  6. Save the Template: Once satisfied, click Save to store your template for future use.

Open SMS Requests

In the left-hand menu under Reputation Settings, select SMS Requests. This section contains all options for scheduling, customizing, and managing your recurring SMS review request templates.

How to Set Up Custom SMS Templates for Review Request Campaign (image 2 of 14) What this shows In the left-hand menu under Reputation Settings, select SMS Requests. What this shows Illustrates the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". This screenshot appears in the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". The text alongside this image reads: In the left-hand menu under Reputation Settings, select SMS Requests. This section contains all options for scheduling, customizing, and managing your recurring SMS review request templates. Immediately after, the guide continues: Turn on the SMS Review Requests toggle to activate template management. This setting allows you to create and customize SMS templates for recurring review requests. If the toggle is off, template creation and editing will be disabled. Image 2 of 14 What to chooseIn the left-hand menu under Reputation Settings, select SMS Requests. This section contains all options for scheduling, customizing, and managing your recurring SMS review request templates.
Buttons and menus referenced Access Reputation SettingsReputationSettingsOpen SMS RequestsReputation SettingsSMS RequestsEnable SMS Review RequestsSMS Review RequestsSet SMS Send TimingSet Repeat FrequencyUntil clicked, repeat this everyCustomize Repeat Interval
Next stepTurn on the SMS Review Requests toggle to activate template management. This setting allows you to create and customize SMS templates for recurring review requests. If the toggle is off, template creation and editing will be disabled.
All 6 steps in this procedure
  1. Name Your Template: Enter a clear, descriptive name to easily identify the template later.
  2. Enable Image Option: Toggle Request with Image on if you want to include an image in your message.
  3. Upload an Image: Click to upload an SVG, PNG, or JPG file to visually enhance your request.
  4. Add a Custom Image URL: Optionally paste a dynamic image link, such as one from NiftyImages, to personalize visuals.
  5. Write Your Message: Craft your SMS content, using custom tokens (like {{contact.first_name}}) to personalize text.
  6. Save the Template: Once satisfied, click Save to store your template for future use.

Enable SMS Review Requests

Turn on the SMS Review Requests toggle to activate template management. This setting allows you to create and customize SMS templates for recurring review requests. If the toggle is off, template creation and editing will be disabled.

How to Set Up Custom SMS Templates for Review Request Campaign (image 3 of 14) What this shows Turn on the SMS Review Requests toggle to activate template management. What this shows Illustrates the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". This screenshot appears in the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". The text alongside this image reads: Turn on the SMS Review Requests toggle to activate template management. This setting allows you to create and customize SMS templates for recurring review requests. If the toggle is off, template creation and editing will be disabled. Immediately after, the guide continues: Use the When to send SMS after check-in? dropdown to decide how soon a review request is sent after a customer’s check-in. You can choose options like Immediately, 1 Hour, 2 Hours, 4 Hours, or set a Custom delay that fits your follow-up…. Image 3 of 14 What to chooseTurn on the SMS Review Requests toggle to activate template management. This setting allows you to create and customize SMS templates for recurring review requests. If the toggle is off, template creation and editing will be disabled.
Buttons and menus referenced Access Reputation SettingsReputationSettingsOpen SMS RequestsReputation SettingsSMS RequestsEnable SMS Review RequestsSMS Review RequestsSet SMS Send TimingSet Repeat FrequencyUntil clicked, repeat this everyCustomize Repeat Interval
Next stepUse the When to send SMS after check-in? dropdown to decide how soon a review request is sent after a customer’s check-in. You can choose options like Immediately, 1 Hour, 2 Hours, 4 Hours, or set a Custom delay that fits your follow-up strategy.
All 6 steps in this procedure
  1. Name Your Template: Enter a clear, descriptive name to easily identify the template later.
  2. Enable Image Option: Toggle Request with Image on if you want to include an image in your message.
  3. Upload an Image: Click to upload an SVG, PNG, or JPG file to visually enhance your request.
  4. Add a Custom Image URL: Optionally paste a dynamic image link, such as one from NiftyImages, to personalize visuals.
  5. Write Your Message: Craft your SMS content, using custom tokens (like {{contact.first_name}}) to personalize text.
  6. Save the Template: Once satisfied, click Save to store your template for future use.

Set SMS Send Timing

Use the When to send SMS after check-in? dropdown to decide how soon a review request is sent after a customer’s check-in. You can choose options like Immediately, 1 Hour, 2 Hours, 4 Hours, or set a Custom delay that fits your follow-up strategy.

How to Set Up Custom SMS Templates for Review Request Campaign (image 4 of 14) What this shows Use the When to send SMS after check-in? What this shows Illustrates the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". This screenshot appears in the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". The text alongside this image reads: Use the When to send SMS after check-in? dropdown to decide how soon a review request is sent after a customer’s check-in. You can choose options like Immediately, 1 Hour, 2 Hours, 4 Hours, or set a Custom delay that fits your follow-up strategy. Immediately after, the guide continues: In the Until clicked, repeat this every dropdown, choose how often the SMS review request should be resent until the recipient interacts with it. Options include fixed intervals like 3 Days, 1 Week, or 1 Month, as well as a Custom option…. Image 4 of 14 What to chooseUse the When to send SMS after check-in? dropdown to decide how soon a review request is sent after a customer’s check-in. You can choose options like Immediately, 1 Hour, 2 Hours, 4 Hours, or set a Custom delay that fits your follow-up strategy.
Buttons and menus referenced Access Reputation SettingsReputationSettingsOpen SMS RequestsReputation SettingsSMS RequestsEnable SMS Review RequestsSMS Review RequestsSet SMS Send TimingSet Repeat FrequencyUntil clicked, repeat this everyCustomize Repeat Interval
Next stepIn the Until clicked, repeat this every dropdown, choose how often the SMS review request should be resent until the recipient interacts with it. Options include fixed intervals like 3 Days, 1 Week, or 1 Month, as well as a Custom option for more flexibility.
All 6 steps in this procedure
  1. Name Your Template: Enter a clear, descriptive name to easily identify the template later.
  2. Enable Image Option: Toggle Request with Image on if you want to include an image in your message.
  3. Upload an Image: Click to upload an SVG, PNG, or JPG file to visually enhance your request.
  4. Add a Custom Image URL: Optionally paste a dynamic image link, such as one from NiftyImages, to personalize visuals.
  5. Write Your Message: Craft your SMS content, using custom tokens (like {{contact.first_name}}) to personalize text.
  6. Save the Template: Once satisfied, click Save to store your template for future use.

Set Repeat Frequency

In the Until clicked, repeat this every dropdown, choose how often the SMS review request should be resent until the recipient interacts with it. Options include fixed intervals like 3 Days, 1 Week, or 1 Month, as well as a Custom option for more flexibility.

How to Set Up Custom SMS Templates for Review Request Campaign (image 5 of 14) What this shows In the Until clicked, repeat this every dropdown, choose how often the SMS review request should be resent until the recipient interacts with it. What this shows Illustrates the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". This screenshot appears in the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". The text alongside this image reads: In the Until clicked, repeat this every dropdown, choose how often the SMS review request should be resent until the recipient interacts with it. Options include fixed intervals like 3 Days, 1 Week, or 1 Month, as well as a Custom option for more flexibility. Immediately after, the guide continues: If you selected Custom for the repeat frequency, set the exact number and unit of time here. Use the plus/minus buttons to adjust the number, and choose between Hours or Days to match how often you want follow-up messages to be sent. Image 5 of 14 What to chooseIn the Until clicked, repeat this every dropdown, choose how often the SMS review request should be resent until the recipient interacts with it. Options include fixed intervals like 3 Days, 1 Week, or 1 Month, as well as a Custom option for more flexibility.
Buttons and menus referenced Access Reputation SettingsReputationSettingsOpen SMS RequestsReputation SettingsSMS RequestsEnable SMS Review RequestsSMS Review RequestsSet SMS Send TimingSet Repeat FrequencyUntil clicked, repeat this everyCustomize Repeat Interval
Next stepIf you selected Custom for the repeat frequency, set the exact number and unit of time here. Use the plus/minus buttons to adjust the number, and choose between Hours or Days to match how often you want follow-up messages to be sent.
All 6 steps in this procedure
  1. Name Your Template: Enter a clear, descriptive name to easily identify the template later.
  2. Enable Image Option: Toggle Request with Image on if you want to include an image in your message.
  3. Upload an Image: Click to upload an SVG, PNG, or JPG file to visually enhance your request.
  4. Add a Custom Image URL: Optionally paste a dynamic image link, such as one from NiftyImages, to personalize visuals.
  5. Write Your Message: Craft your SMS content, using custom tokens (like {{contact.first_name}}) to personalize text.
  6. Save the Template: Once satisfied, click Save to store your template for future use.

Customize Repeat Interval

If you selected Custom for the repeat frequency, set the exact number and unit of time here. Use the plus/minus buttons to adjust the number, and choose between Hours or Days to match how often you want follow-up messages to be sent.

How to Set Up Custom SMS Templates for Review Request Campaign (image 6 of 14) What this shows If you selected Custom for the repeat frequency, set the exact number and unit of time here. What this shows Illustrates the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". This screenshot appears in the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". The text alongside this image reads: If you selected Custom for the repeat frequency, set the exact number and unit of time here. Use the plus/minus buttons to adjust the number, and choose between Hours or Days to match how often you want follow-up messages to be sent. Immediately after, the guide continues: Use the Maximum retries dropdown to choose how many times the system should resend the SMS review request if there’s no interaction. You can select between 1 and 5 retries, depending on how persistent you want your follow-up process to be. Image 6 of 14 What to chooseIf you selected Custom for the repeat frequency, set the exact number and unit of time here. Use the plus/minus buttons to adjust the number, and choose between Hours or Days to match how often you want follow-up messages to be sent.
Buttons and menus referenced Access Reputation SettingsReputationSettingsOpen SMS RequestsReputation SettingsSMS RequestsEnable SMS Review RequestsSMS Review RequestsSet SMS Send TimingSet Repeat FrequencyUntil clicked, repeat this everyCustomize Repeat Interval
Next stepUse the Maximum retries dropdown to choose how many times the system should resend the SMS review request if there’s no interaction. You can select between 1 and 5 retries, depending on how persistent you want your follow-up process to be.
All 6 steps in this procedure
  1. Name Your Template: Enter a clear, descriptive name to easily identify the template later.
  2. Enable Image Option: Toggle Request with Image on if you want to include an image in your message.
  3. Upload an Image: Click to upload an SVG, PNG, or JPG file to visually enhance your request.
  4. Add a Custom Image URL: Optionally paste a dynamic image link, such as one from NiftyImages, to personalize visuals.
  5. Write Your Message: Craft your SMS content, using custom tokens (like {{contact.first_name}}) to personalize text.
  6. Save the Template: Once satisfied, click Save to store your template for future use.

Set Maximum Retries

Use the Maximum retries dropdown to choose how many times the system should resend the SMS review request if there’s no interaction. You can select between 1 and 5 retries, depending on how persistent you want your follow-up process to be.

How to Set Up Custom SMS Templates for Review Request Campaign (image 7 of 14) What this shows Use the Maximum retries dropdown to choose how many times the system should resend the SMS review request if there’s no interaction. What this shows Illustrates the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". This screenshot appears in the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". The text alongside this image reads: Use the Maximum retries dropdown to choose how many times the system should resend the SMS review request if there’s no interaction. You can select between 1 and 5 retries, depending on how persistent you want your follow-up process to be. Immediately after, the guide continues: Click Set SMS Templates to assign which template will be used for each stage of your recurring review request sequence. This is where you control the exact messages sent at different retry points. Image 7 of 14 What to chooseUse the Maximum retries dropdown to choose how many times the system should resend the SMS review request if there’s no interaction. You can select between 1 and 5 retries, depending on how persistent you want your follow-up process to be.
Buttons and menus referenced Access Reputation SettingsReputationSettingsOpen SMS RequestsReputation SettingsSMS RequestsEnable SMS Review RequestsSMS Review RequestsSet SMS Send TimingSet Repeat FrequencyUntil clicked, repeat this everyCustomize Repeat Interval
Next stepClick Set SMS Templates to assign which template will be used for each stage of your recurring review request sequence. This is where you control the exact messages sent at different retry points.
All 6 steps in this procedure
  1. Name Your Template: Enter a clear, descriptive name to easily identify the template later.
  2. Enable Image Option: Toggle Request with Image on if you want to include an image in your message.
  3. Upload an Image: Click to upload an SVG, PNG, or JPG file to visually enhance your request.
  4. Add a Custom Image URL: Optionally paste a dynamic image link, such as one from NiftyImages, to personalize visuals.
  5. Write Your Message: Craft your SMS content, using custom tokens (like {{contact.first_name}}) to personalize text.
  6. Save the Template: Once satisfied, click Save to store your template for future use.

Open Template Settings

Click Set SMS Templates to assign which template will be used for each stage of your recurring review request sequence. This is where you control the exact messages sent at different retry points.

How to Set Up Custom SMS Templates for Review Request Campaign (image 8 of 14) What this shows Click Set SMS Templates to assign which template will be used for each stage of your recurring review request sequence. What this shows Illustrates the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". This screenshot appears in the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". The text alongside this image reads: Click Set SMS Templates to assign which template will be used for each stage of your recurring review request sequence. This is where you control the exact messages sent at different retry points. Immediately after, the guide continues: In the Set SMS Templates window, choose a template for each retry stage in your recurring sequence. You can assign the same template to multiple retries or use different ones to vary your follow-up messages. Once selections are made…. Image 8 of 14 What to clickClick Set SMS Templates to assign which template will be used for each stage of your recurring review request sequence. This is where you control the exact messages sent at different retry points.
Buttons and menus referenced Access Reputation SettingsReputationSettingsOpen SMS RequestsReputation SettingsSMS RequestsEnable SMS Review RequestsSMS Review RequestsSet SMS Send TimingSet Repeat FrequencyUntil clicked, repeat this everyCustomize Repeat Interval
Next stepIn the Set SMS Templates window, choose a template for each retry stage in your recurring sequence. You can assign the same template to multiple retries or use different ones to vary your follow-up messages. Once selections are made, click Save to apply the changes.
All 6 steps in this procedure
  1. Name Your Template: Enter a clear, descriptive name to easily identify the template later.
  2. Enable Image Option: Toggle Request with Image on if you want to include an image in your message.
  3. Upload an Image: Click to upload an SVG, PNG, or JPG file to visually enhance your request.
  4. Add a Custom Image URL: Optionally paste a dynamic image link, such as one from NiftyImages, to personalize visuals.
  5. Write Your Message: Craft your SMS content, using custom tokens (like {{contact.first_name}}) to personalize text.
  6. Save the Template: Once satisfied, click Save to store your template for future use.

Assign Templates to Each Retry

In the Set SMS Templates window, choose a template for each retry stage in your recurring sequence. You can assign the same template to multiple retries or use different ones to vary your follow-up messages. Once selections are made, click Save to apply the changes.

How to Set Up Custom SMS Templates for Review Request Campaign (image 9 of 14) What this shows In the Set SMS Templates window, choose a template for each retry stage in your recurring sequence. What this shows Illustrates the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". This screenshot appears in the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". The text alongside this image reads: In the Set SMS Templates window, choose a template for each retry stage in your recurring sequence. You can assign the same template to multiple retries or use different ones to vary your follow-up messages. Once selections are made, click Save to apply the changes. Immediately after, the guide continues: Click Create New to start building a fresh SMS template. This option lets you design your own message from scratch or base it on a pre-built template, giving you full control over the content and personalization. Image 9 of 14 What to chooseIn the Set SMS Templates window, choose a template for each retry stage in your recurring sequence. You can assign the same template to multiple retries or use different ones to vary your follow-up messages. Once selections are made, click Save to apply the changes.
Buttons and menus referenced Access Reputation SettingsReputationSettingsOpen SMS RequestsReputation SettingsSMS RequestsEnable SMS Review RequestsSMS Review RequestsSet SMS Send TimingSet Repeat FrequencyUntil clicked, repeat this everyCustomize Repeat Interval
Next stepClick Create New to start building a fresh SMS template. This option lets you design your own message from scratch or base it on a pre-built template, giving you full control over the content and personalization.
All 6 steps in this procedure
  1. Name Your Template: Enter a clear, descriptive name to easily identify the template later.
  2. Enable Image Option: Toggle Request with Image on if you want to include an image in your message.
  3. Upload an Image: Click to upload an SVG, PNG, or JPG file to visually enhance your request.
  4. Add a Custom Image URL: Optionally paste a dynamic image link, such as one from NiftyImages, to personalize visuals.
  5. Write Your Message: Craft your SMS content, using custom tokens (like {{contact.first_name}}) to personalize text.
  6. Save the Template: Once satisfied, click Save to store your template for future use.

Create a New Template

Click Create New to start building a fresh SMS template. This option lets you design your own message from scratch or base it on a pre-built template, giving you full control over the content and personalization.

How to Set Up Custom SMS Templates for Review Request Campaign (image 10 of 14) What this shows Click Create New to start building a fresh SMS template. What this shows Illustrates the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". This screenshot appears in the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". The text alongside this image reads: Click Create New to start building a fresh SMS template. This option lets you design your own message from scratch or base it on a pre-built template, giving you full control over the content and personalization. Immediately after, the guide continues: In the Create a New SMS Template window, select either Create New from Scratch to fully customize your message, or Select from Pre-Built Templates to use an existing design as your starting point. This choice determines how you begin…. Image 10 of 14 What to clickClick Create New to start building a fresh SMS template. This option lets you design your own message from scratch or base it on a pre-built template, giving you full control over the content and personalization.
Buttons and menus referenced Access Reputation SettingsReputationSettingsOpen SMS RequestsReputation SettingsSMS RequestsEnable SMS Review RequestsSMS Review RequestsSet SMS Send TimingSet Repeat FrequencyUntil clicked, repeat this everyCustomize Repeat Interval
Next stepIn the Create a New SMS Template window, select either Create New from Scratch to fully customize your message, or Select from Pre-Built Templates to use an existing design as your starting point. This choice determines how you begin building your template.
All 6 steps in this procedure
  1. Name Your Template: Enter a clear, descriptive name to easily identify the template later.
  2. Enable Image Option: Toggle Request with Image on if you want to include an image in your message.
  3. Upload an Image: Click to upload an SVG, PNG, or JPG file to visually enhance your request.
  4. Add a Custom Image URL: Optionally paste a dynamic image link, such as one from NiftyImages, to personalize visuals.
  5. Write Your Message: Craft your SMS content, using custom tokens (like {{contact.first_name}}) to personalize text.
  6. Save the Template: Once satisfied, click Save to store your template for future use.

Choose Template Type

In the Create a New SMS Template window, select either Create New from Scratch to fully customize your message, or Select from Pre-Built Templates to use an existing design as your starting point. This choice determines how you begin building your template.

How to Set Up Custom SMS Templates for Review Request Campaign (image 11 of 14) What this shows In the Create a New SMS Template window, select either Create New from Scratch to fully customize your message, or Select from Pre-Built… What this shows Illustrates the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". This screenshot appears in the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". The text alongside this image reads: In the Create a New SMS Template window, select either Create New from Scratch to fully customize your message, or Select from Pre-Built Templates to use an existing design as your starting point. This choice determines how you begin building your template. Immediately after, the guide continues: Build Your Template from Scratch. Image 11 of 14 What to chooseIn the Create a New SMS Template window, select either Create New from Scratch to fully customize your message, or Select from Pre-Built Templates to use an existing design as your starting point. This choice determines how you begin building your template.
Buttons and menus referenced Access Reputation SettingsReputationSettingsOpen SMS RequestsReputation SettingsSMS RequestsEnable SMS Review RequestsSMS Review RequestsSet SMS Send TimingSet Repeat FrequencyUntil clicked, repeat this everyCustomize Repeat Interval
Next stepBuild Your Template from Scratch
All 6 steps in this procedure
  1. Name Your Template: Enter a clear, descriptive name to easily identify the template later.
  2. Enable Image Option: Toggle Request with Image on if you want to include an image in your message.
  3. Upload an Image: Click to upload an SVG, PNG, or JPG file to visually enhance your request.
  4. Add a Custom Image URL: Optionally paste a dynamic image link, such as one from NiftyImages, to personalize visuals.
  5. Write Your Message: Craft your SMS content, using custom tokens (like {{contact.first_name}}) to personalize text.
  6. Save the Template: Once satisfied, click Save to store your template for future use.

Build Your Template from Scratch

When you choose Create New from Scratch, you’ll enter the SMS Template Builder where you can design every part of your message:

  1. Name Your Template:  Enter a clear, descriptive name to easily identify the template later.

  2. Enable Image Option:  Toggle Request with Image on if you want to include an image in your message.

  3. Upload an Image:  Click to upload an SVG, PNG, or JPG file to visually enhance your request.

  4. Add a Custom Image URL:  Optionally paste a dynamic image link, such as one from NiftyImages, to personalize visuals.

  5. Write Your Message:  Craft your SMS content, using custom tokens (like {{contact.first_name}}) to personalize text.

  6. Save the Template:  Once satisfied, click Save to store your template for future use.

How to Set Up Custom SMS Templates for Review Request Campaign (image 12 of 14) What this shows Name Your Template: Enter a clear, descriptive name to easily identify the template later. What this shows Illustrates the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". This screenshot appears in the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". The text alongside this image reads: Name Your Template: Enter a clear, descriptive name to easily identify the template later. Enable Image Option: Toggle Request with Image on if you want to include an image in your message. Upload an Image: Click to upload an SVG, PNG, or JPG file to visually enhance your request. Add a Custom…. Immediately after, the guide continues: Select and Edit a Pre-Built Template. Image 12 of 14 What to fill inName Your Template: Enter a clear, descriptive name to easily identify the template later. Enable Image Option: Toggle Request with Image on if you want to include an image in your message. Upload an Image: Click to upload an SVG, PNG, or JPG file to visually enhance your request. Add a Custom Image URL: Optionally paste a dynamic image link, such as one from NiftyImages, to personalize visuals. Write Your Message: Craft your SMS content, using custom tokens (like {{contact.first_name}}) to personalize text. Save the Template: Once satisfied, click Save to store your template for future use.
Buttons and menus referenced Access Reputation SettingsReputationSettingsOpen SMS RequestsReputation SettingsSMS RequestsEnable SMS Review RequestsSMS Review RequestsSet SMS Send TimingSet Repeat FrequencyUntil clicked, repeat this everyCustomize Repeat Interval
Next stepSelect and Edit a Pre-Built Template
All 6 steps in this procedure
  1. Name Your Template: Enter a clear, descriptive name to easily identify the template later.
  2. Enable Image Option: Toggle Request with Image on if you want to include an image in your message.
  3. Upload an Image: Click to upload an SVG, PNG, or JPG file to visually enhance your request.
  4. Add a Custom Image URL: Optionally paste a dynamic image link, such as one from NiftyImages, to personalize visuals.
  5. Write Your Message: Craft your SMS content, using custom tokens (like {{contact.first_name}}) to personalize text.
  6. Save the Template: Once satisfied, click Save to store your template for future use.

Select and Edit a Pre-Built Template

When you choose Select from Pre-Built Templates, the SMS Template Library opens with ready-made options:

  1. Search Templates – Use the search bar to quickly find a template by name or keyword.

  2. Preview & Choose – Review the available pre-built templates and select the one that best matches your message style.

  3. Edit if Needed – Click Edit Template to customize the selected template’s content, tone, and personalization before saving.

How to Set Up Custom SMS Templates for Review Request Campaign (image 13 of 14) What this shows Search Templates – Use the search bar to quickly find a template by name or keyword. What this shows Illustrates the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". This screenshot appears in the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". The text alongside this image reads: Search Templates – Use the search bar to quickly find a template by name or keyword. Preview & Choose – Review the available pre-built templates and select the one that best matches your message style. Edit if Needed – Click Edit Template to customize the selected template’s content, tone, and…. Immediately after, the guide continues: In the Manage Your SMS Templates section, you can work with your saved templates. Image 13 of 14 What to chooseSearch Templates – Use the search bar to quickly find a template by name or keyword. Preview & Choose – Review the available pre-built templates and select the one that best matches your message style. Edit if Needed – Click Edit Template to customize the selected template’s content, tone, and personalization before saving.
Buttons and menus referenced Access Reputation SettingsReputationSettingsOpen SMS RequestsReputation SettingsSMS RequestsEnable SMS Review RequestsSMS Review RequestsSet SMS Send TimingSet Repeat FrequencyUntil clicked, repeat this everyCustomize Repeat Interval
Next stepIn the Manage Your SMS Templates section, you can work with your saved templates:
All 6 steps in this procedure
  1. Name Your Template: Enter a clear, descriptive name to easily identify the template later.
  2. Enable Image Option: Toggle Request with Image on if you want to include an image in your message.
  3. Upload an Image: Click to upload an SVG, PNG, or JPG file to visually enhance your request.
  4. Add a Custom Image URL: Optionally paste a dynamic image link, such as one from NiftyImages, to personalize visuals.
  5. Write Your Message: Craft your SMS content, using custom tokens (like {{contact.first_name}}) to personalize text.
  6. Save the Template: Once satisfied, click Save to store your template for future use.

Manage Existing Templates

In the Manage Your SMS Templates section, you can work with your saved templates:

  1. Duplicate a Template – Click the copy icon to create a duplicate of an existing template, allowing you to refine or modify it without changing the original.

  2. Edit a Template – Click the pencil icon to open the template in the editor and make updates to its content, images, or personalization settings.

How to Set Up Custom SMS Templates for Review Request Campaign (image 14 of 14) What this shows Duplicate a Template – Click the copy icon to create a duplicate of an existing template, allowing you to refine or modify it without… What this shows Illustrates the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". This screenshot appears in the "How to Set Up Custom SMS Templates for Review Request Campaign" section of "How to Personalize Review Requests Using Custom SMS Templates". The text alongside this image reads: Duplicate a Template – Click the copy icon to create a duplicate of an existing template, allowing you to refine or modify it without changing the original. Edit a Template – Click the pencil icon to open the template in the editor and make updates to its content, images, or personalization…. Immediately after, the guide continues: Q: Can I use different SMS templates for each retry in a recurring review request sequence? Image 14 of 14 What to copyDuplicate a Template – Click the copy icon to create a duplicate of an existing template, allowing you to refine or modify it without changing the original. Edit a Template – Click the pencil icon to open the template in the editor and make updates to its content, images, or personalization settings.
Buttons and menus referenced Access Reputation SettingsReputationSettingsOpen SMS RequestsReputation SettingsSMS RequestsEnable SMS Review RequestsSMS Review RequestsSet SMS Send TimingSet Repeat FrequencyUntil clicked, repeat this everyCustomize Repeat Interval
Next stepQ: Can I use different SMS templates for each retry in a recurring review request sequence?
All 6 steps in this procedure
  1. Name Your Template: Enter a clear, descriptive name to easily identify the template later.
  2. Enable Image Option: Toggle Request with Image on if you want to include an image in your message.
  3. Upload an Image: Click to upload an SVG, PNG, or JPG file to visually enhance your request.
  4. Add a Custom Image URL: Optionally paste a dynamic image link, such as one from NiftyImages, to personalize visuals.
  5. Write Your Message: Craft your SMS content, using custom tokens (like {{contact.first_name}}) to personalize text.
  6. Save the Template: Once satisfied, click Save to store your template for future use.

Frequently Asked Questions

Q: Can I use different SMS templates for each retry in a recurring review request sequence?

Yes. In the Set SMS Templates window, you can assign a specific template to each retry stage (Retry 1, Retry 2, etc.). This allows you to vary your follow-up messages for better engagement, while still keeping all messages within the same recurring sequence.

Q: What’s the difference between “Request with Image” and “Add Custom Image URL” in the SMS Template Builder?

Request with Image lets you upload a static image file (SVG, PNG, JPG) that will appear in your SMS. Add Custom Image URL lets you insert a link to a hosted image—this can be a dynamic image URL (e.g., from NiftyImages) that changes based on contact-specific data, allowing for more personalized visuals.

Q: If I choose “Custom” for the repeat frequency, can I use hours instead of days?

Yes. When you select Custom in the “Until clicked, repeat this every” setting, you can choose the exact number of hours or days between messages. Use the plus/minus buttons to set the desired number, then select your preferred time unit from the dropdown.

Q: Can I duplicate an existing template and make changes without affecting the original?

Yes. In the Manage Your SMS Templates section, click the copy icon next to a template to create a duplicate. The duplicate is separate from the original, so you can edit it without impacting the original template’s content or settings.

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