Summary

Canned SMS Templates are texts you can send to customers at any time. Auto-Reply SMS Templates send to customers automatically on set schedules. Both features need the All-in-One Multimedia Messaging Bundle add-on.

What This Does

Canned Responses

You use Canned SMS Templates in the 2-Way SMS chat bubble, in SMS Auto-Replies, and for SMS Marketing. Customers expect clear communication from the facilities that care for their pets. Templates help you reach customers faster. You can add custom variables, so Gingr fills in details such as the customer name, animal name, and location.

Auto-Replies

Auto-Reply SMS Templates reply to customers on their own. You can send them during off-hours, at other set times of day, on select days of the week, and on select calendar dates.

Helpful Hints

• SMS works only for customers in the United States and Canada. If you are outside North America, you can look into a third-party company called Esendex. See Configure International SMS Options.
• Our messaging provider, Twilio, requires every phone number to be verified before you send texts. This helps tie numbers to valid businesses and prevent fraud. If your number is unverified, a banner shows at the top of the 2-way SMS slideout and on the Admin » System SMS page. Without verification, you cannot send messages through Gingr. Complete your registration promptly. See Verify Your Twilio Number.
• Messages can be up to 320 characters. Variables count toward this limit after Gingr fills them in. For example, "{first_name}" is 12 characters, but if the owner's name is "John," only 4 characters count.
• Set permissions so users can send SMS. Go to Left-hand Navigation Menu: Reports & More » Groups.
  • Turn on the Can Send SMS permission for the user group that sends 2-way or manually triggered SMS.
  • If you have 2-way SMS, turn on the Notification: Incoming SMS permission for users who should get in-app notifications for incoming texts.
• All admin users can open the admin page for these settings. Admin users can also give this page to other user groups. Non-admin users with access can make edits that affect all locations in the app. See User Groups.
• Gingr sends SMS to your customers from a custom toll-free number. You can find it in Left-hand Navigation: Admin » System SMS.

Important: Twilio enforces strict rules for SMS content. Twilio prohibits messages about illegal substances, including terms like CBD, Cannabis, or Kratom. Gingr replaces prohibited words with asterisks (*), in your app and for the recipient. Breaking these rules can lead to Twilio blocking all messages from your SMS number right away. See Twilio's Acceptable Use Policy and Forbidden Message Categories.

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