How many times has your team typed out the same appointment reminder or order update? The details change, but the basic message often stays the same. Business text templates can help employees spend less time composing routine texts while giving customers the information they need.
And when you pair them with the right communication platform, the whole interaction flows better. Using OnSIP hosted VoIP, your team can send texts, answer calls, and listen to voicemail within our web, mobile, and desktop apps. Keeping those tools together in a single dashboard will make it easier to continue a customer conversation when a text needs to become a call.
What Are Business Text Templates?
Business text templates are reusable message drafts for situations your company handles regularly, such as appointment reminders, order updates, and answers to customer questions. Employees customize the relevant details before sending them through their texting provider.
A template doesn’t have to be an automated message. Your team can use one while writing a manual response to a customer, too. Think of it as a writing shortcut that helps employees include the details that matter.
For example, a service appointment confirmation might always need the customer’s name, appointment date, and a way to request a time change. A template keeps those details from getting overlooked.
When using these response templates, replace every bracketed field before sending. If a template invites a reply, make sure a staff member(s) monitors the conversation, follows your organization's text message etiquette practices, and can take any promised actions.
Important: Before texting customers, make sure your organization has obtained and documented any consent required for the type of message being sent. Consent requirements can vary based on the content of the message, applicable laws, and the jurisdictions involved. Also, consider whether applicable laws or industry guidelines require recipients to be given a clear opportunity to opt out of future messages. Consult qualified legal counsel to determine the requirements that apply to your organization's texting practices.*
From scheduling appointments to following up on support requests, these 15 templates offer a starting point for everyday customer conversations. Customize the details, adjust the tone, and make each message your own.
Text Templates for Appointments and Scheduling
Scheduling texts should answer the customer’s immediate questions: When is the appointment? Where will it happen? How can I make a change?
1. Appointment Confirmation
Hi [First Name], your appointment with [Business Name] is confirmed for [Date] at [Time] at [Location]. Need to make a change? Reply here and we’ll help.
2. Appointment Reminder
Hi [First Name], a reminder from [Business Name]: your appointment is [Date] at [Time]. Please reply YES to confirm or let us know if you need to reschedule.
3. Technician Arrival Update
Hi [First Name], this is [Employee Name] with [Business Name]. I expect to arrive between [Start Time] and [End Time] today for your [Service]. Does that still work for you?
Use a realistic arrival window. If the schedule changes, send an update so the customer can adjust their plans.
4. Rescheduling Request
Hi [First Name], this is [Employee Name] at [Business Name]. We need to reschedule your [Date] appointment. I’m sorry for the change. Would [Option 1] or [Option 2] work for you?
Offering two available alternatives gives the customer something specific to respond to and can reduce back-and-forth.
Text Templates for Sales Teams
Sales texts work best when they connect to a request or inquiry from the customer. Mention that request so the recipient understands why you’re reaching out.
5. Response to an Inquiry
Hi [First Name], this is [Employee Name] from [Business Name]. Thanks for asking about [Product or Service]. Are you looking for [Option A] or [Option B]?
Choose a question that helps you give a useful answer. Avoid asking for information that the customer already supplied.
6. Quote Ready Notification
Hi [First Name], [Employee Name] at [Business Name] here. Your [Service] quote is ready, and I’ve emailed it to [Email Address]. Reply here if you’d like to discuss it.
Send the quote first, then the notification. Keep detailed pricing, scope, and terms in the quote itself, so the text stays focused.
7. Quote Follow-Up
Hi [First Name], this is [Employee Name] from [Business Name]. Did you have any questions about the [Service] quote we sent on [Date]? I’m happy to schedule a call so we can go over the details.
Give the customer a reason to respond beyond ‘just checking in.’ If they explain that the timing isn’t right, use that information to guide any further contact.
Text Templates for Orders and Service Updates
An update should tell customers what has changed and whether they need to do anything. Avoid asking them to contact you for information you could include in the message.
8. Order Ready for Pickup
Hi [First Name], your order from [Business Name] is ready at [Location]. Pickup hours are [Hours]. Please bring your order confirmation. Questions? Reply here.
Add a pickup deadline if there is one. Include only the instructions customers actually need.
9. Delivery Update
Hi [First Name], [Business Name] here. Your delivery is scheduled for [Date], between [Start Time] and [End Time]. Please reply if there are access instructions we should know.
This gives customers a chance to flag a door, loading area, or other arrival detail before your driver reaches the address.
10. Service Delay Notification
Hi [First Name], an update from [Business Name]: [Brief Reason] has delayed your [Service or Order]. We now expect [New Timing]. I’m sorry for the inconvenience. Reply with any questions.
When you don’t have a reliable completion estimate, replace the timing with a commitment you can keep, such as ‘We’ll send another update by [Time].’
11. Repair Completed
Hi [First Name], [Business Name] has completed your [Item] repair. You can pick it up at [Location] during [Hours]. Reply if you’d like to arrange a pickup time.
Text Templates for Customer Support
Support messages should have useful content in them, acknowledging what the customer needs and explaining the next step.
12. Request Received
Hi [First Name], this is [Employee Name] with [Business Name]. We’ve received your question about [Issue]. I’ll review it and update you by [Day and Time].
Choose a response deadline your team can meet. If the issue is still unresolved when that deadline arrives, send a progress update.
13. Customer Support Follow-Up
Check in after providing a solution to see whether the customer needs additional help.
Hi [First Name], this is [Employee Name] from [Business Name]. Did [Solution] resolve the issue with [Problem]? Reply here if you still need help.
This message should be sent once your team has given the customer time to try the solution.
14. Move a Conversation to a Call
Hi [First Name], this is [Employee Name] from [Business Name]. A quick call would help us work through [Issue]. Would [Time 1] or [Time 2] be convenient?
Some issues need more explanation or a nuanced answer than a text exchange allows. Offer a clear next step when a call would make the conversation easier.
Text Templates for Customer Feedback
15. Review Request
Hi [First Name], thanks for choosing [Business Name] for [Service]. Would you share an honest review of your experience? Here’s the link: [Review Link]. Thank you for your time.
Feedback requests should always welcome honest opinions. Use neutral wording and follow applicable platform policies and laws governing customer communications when requesting feedback.
How to Make Every Text Feel Like a Conversation
A customer’s name is a useful start, but the rest of the message should reflect the conversation, too. Before sending, check the customer’s latest reply and remove any question that they’ve already given an answer to.
Keep each text focused on one purpose. An appointment reminder doesn’t also need a review request, and company update. If customers need to confirm something, make that action obvious.
Read the message aloud. Phrases like ‘We are contacting you regarding’ can be restated as ‘Here’s an update on.’ Use the language your employees would naturally use when speaking with customers.
Be specific about dates, times, and next steps. ‘Your order will be ready Friday, October 23, after 2 p.m.’ gives customers more useful information than ‘Your order will be ready soon.’
Finally, check every name, attached MMS file, and any placeholder text. A template saves time only when the finished message is accurate.
Build a Template Collection Your Team Will Use
Start with the messages employees send most often. For each one, document when to use it, which fields need updating, and who handles customer replies. Keep the text collection somewhere your team can access easily, and revise it when business hours, policies, or services change.
But keep in mind that templates handle the routine communications. Your team handles everything else. When a text needs to become a phone call, OnSIP hosted VoIP makes the switch seamless. Your employees can answer a text, jump on a call, and check voicemail within the same softphone app that they have open on their computers or smartphones. No jumping between applications. No lost context.
Explore OnSIP’s business SMS and MMS services to learn how you can add texting to your business communication channels.
*Disclaimer: These templates are provided for informational purposes only and are examples of common business communications. This is not legal advice. Text messaging laws and consent requirements vary depending on the type of message, location, and circumstances. Consult qualified legal counsel to understand the requirements that apply to your organization before implementing a texting program.
Stay ahead of rule changes by following credible industry sources that publish them. Start with The Campaign Registry (TCR), the central registry for U.S. 10DLC business texting. Its resources page offers guides, best practices, and FAQs, and its news page covers updates.