Introduction to Canned Responses

In Gingr you can create Canned SMS Templates which can be sent at will to your customers. Canned SMS templates are used in the 2-Way SMS chat bubble, SMS Auto-Replies, and for SMS Marketing. This feature requires the All-in-One Multimedia Messaging Bundle add-on.

In our ever-connected mobile age, customers expect clear communication from the facilities caring for their pets. This feature allows your business to maintain clear lines of communication and to more efficiently and effectively communicate with your customers. These templates can have custom variables entered, which allows the system to pre-fill information such as customer name, animal name, and location information in order to more quickly reach out to your customers.

Introduction to Auto-Replies

Gingr provides the option of creating Auto-Reply SMS Templates that can be sent automatically to your customers on set schedules. This feature requires the All-in-One Multimedia Messaging Bundle subscription add-on.

In our ever-connected mobile age, customers expect clear communication from the facilities caring for their pets. This feature allows your business to provide timely replies to customers during your off-hours, during other set times of day, on select days of the week, and on select calendar dates. Setting up auto-replies helps your business maintain clear lines of communication and to more efficiently and effectively communicate with your customers.

Helpful Hints for Canned Responses

• SMS is currently limited to customers within the United States and Canada. If you reside outside of North America, you could consider looking into a third-party company called Esendex. For more information on this topic, please see our article Configure International SMS Options.
  
  
• Our messaging provider, Twilio, requires all phone numbers be verified before sending text messages. This helps ensure phone numbers are tied to valid businesses and helps prevent fraud. If your number is unverified, you will see a banner at the top of the 2-way SMS slideout and on the Admin > System SMS page. Without this verification, you will be unable to send messages through Gingr. We advise completing your registration promptly to avoid any disruptions. For more details on how to complete verification, please refer to our article Verify Your Twilio Number.
  
  
• The maximum number of characters per message is 320. Variables count into this limit AFTER being filled in. So while "{first_name}" is 12 characters, if the owner's name is "John", then only 4 characters will be counted into the max.
  
  
• You must configure your permissions to allow users in your app to send SMS:
  
  
  • Navigate to Left-hand Navigation Menu: Reports & More » Groups.
    
    
  • For users to send 2-way or manually triggered SMS, the "Can Send SMS" user permission must be turned on for the user group they are in.
    
    
  • If you have 2-way SMS enabled, for users to receive in-app notifications for incoming text messages, the user must have the "Notification: Incoming SMS" user permission turned on.
    
    
• All admin users have access to the admin page controlling these settings. Additionally, admin users are able to delegate this particular admin page to other user groups. Non-admin users with access to this page will be able to make edits that affect all locations in the app. For more information, please see our article on User Groups.
  
  
• Gingr will send SMS to your customers from a custom, toll-free number. This phone number for your SMS can be found under Left-hand Navigation: Admin » System SMS.

Important:  Our messaging provider, Twilio, enforces strict guidelines for SMS content. Twilio prohibits sending messages related to illegal substances, including terms like CBD, Cannabis, or Kratom. Messages containing prohibited words will be automatically censored with asterisks (*), both within your app and for the message recipient. Violating these guidelines may lead to the immediate blocking of all messages from your SMS number. Refer to Twilio's Acceptable Use Policy and Forbidden Message Categories for more details.

Topics

• Create Canned SMS Templates How-To
• Send a Canned SMS with a Template How-To
• Set Up Auto-Replies How-To
• Use Canned SMS Templates in Auto-Replies How-To
• Use Canned SMS Templates in Marketing SMS How-To
• Export & Print Canned SMS Templates How-To
• Canned Responses Settings Reference