Customizing Your Service Messages
Free, Growth, Prime, Powerhouse, Enterprise
Shopify, Shopify Plus
Service messages are SMS responses customers will receive when they reply to your numbers with a predefined keyword. They are used to inform subscribers about their opt-in status or provide help. Service messages are mandatory for US and Canadian recipients therefore, the message cannot be edited. However, merchants with international customers can now fully customize their service messages, opt-out keywords and language, and provide a more personalized and multilingual experience!
The following article will walk you through the Service messages section of the Settings menu.
Editing your Service messages
Go to the Settings menu and navigate to the Service messages section.
At the very top you’ll see a brief description and a disclaimer regarding US and Canadian recipients, followed by the three types of service messages and opt-out language you can edit.
Double opt-in confirmation message
Here you can personalize the text message customers receive when they send one of the double opt-in keywords listed above the text message editor of the section. To add a new confirmation message, click on the country drop-down menu, then on Add new country, and select one from the list.
Now you can edit the message as you wish. Every time a customer from that country sends one of the double opt-in keywords, they will receive the message you just created!
HELP/INFO service message
The second type of service messages are triggered when customers send one of the help keywords listed above the text editor. To create a new Help service message, click on the country drop-down menu, then on Add new country, and select one from the list.
After you’ve selected the desired country, you can edit the service message to fit your brand and language.
The last service message is sent to customers after they unsubscribe from your SMS program. Here you can edit the message and add additional keywords that will trigger the message and opt-out subscribers.
Click on Add new in the keywords section and type in keywords in the pop-up. You can choose a word between 3 and 20 characters.
To edit the message, click on the country drop-down menu, choose to Add new country, and select one from the list.
Type in the desired message and make it a special one so a customer might decide to resubscribe!
The last section allows you to change the mandatory opt-out language sent at the end of every text message. To do so, toggle the Change opt-out text for all countries outside the USA and Canada button, click on Add new country and choose one from the list. A text box will appear where you can change the text before the Opt-out URL shortcode.
The opt-out language will change every time you send text messages to that country. You can add as many countries as you want.
Don’t forget to save the service message changes from the bottom of the page.
This was our quick tutorial on editing your service messages. Feel free to check out the rest of our articles and contact us if you have any questions or feedback.