SMS setup guide overview

Narvar’s SMS Editor is a self-service tool that helps retailers create branded SMS content for their customers at every step of the post-purchase experience. This includes:

  • Creating and editing SMS template copy to match brand guidelines.
  • Managing templates across multiple locales.
  • Adding order and tracking specific details (like first name, last name, carrier, etc.) in your SMS templates.

With Narvar’s SMS Editor, you can customize your SMS communications with your customers to match your brand’s post-purchase experience. 

Updating SMS templates

To create and edit an SMS template, log in to your Hub account, open the menu on the left, select Notify, expand Templates, then click SMS Templates

Editing the master language 

If you would like all locales with a given language to reflect the same SMS copy, you can edit at the Master language level (i.e., Master (English / All Countries)). Otherwise select the specific locale you would like to edit (i.e., English (US)).

The Master Language is only visible if you have more than one locale with the same language enabled. For example, if you have en_US and en_CA, you will see Master (English).

SMS_Templates_Page.png

From here, you can edit the text for each template. Make sure to click Save Changes and note that if no changes have been made the default copy will still send to your customers.

SMS_Templates_Settings_Page.png

Note: If you change the copy within a specific locale (e.g., English (US)) and then update the Master Language template (e.g. Master (English)), the specific locale will not be affected by the Master change. Upon saving the changes to the Master, Narvar will confirm which locales will be affected.

Adding new fields to a template

When customizing new templates, there are both mandatory and optional fields that you can include in a template. When a new non-mandatory field is added to a template, you will need to include a conditional to ensure that the field is included in the template only when the field is present, and is not included in the template when the field is not present. 

Mandatory template fields

  • Retailer name (to tell the receiver where is the SMS coming from)
  • Track URL (for shipment level messages)
  • Carrier name and tracking number (for shipment level messages)
  • Order number (for order level messages - typically these are pre-ship messages) 

Optional template fields

If you add any of the following fields to a template, you’ll want to write a conditional:

  • First name
  • Last name
  • Order number in shipment messages

View our full list of Notify SMS Fields for more information. 

Writing conditionals

With SMS Editor, you can create unique rules using “if-else” conditional logic to customize the SMS message that is delivered depending on specific scenarios. An if-else rule is a conditional statement that reads, “if this condition is true, then this action will follow, or else if the condition is false, then this alternative action will take effect.”

Using if-else rules provides greater control over your messaging, ensuring your ability to deliver accurate information for every order. 

For example, if you want to create a conditional that dictates which SMS message is sent based on whether or not the estimated delivery date is present, the conditional would read as follows:

If the estimated delivery date is present, then deliver “this message,” or else if the estimated delivery date is not present, then deliver “this alternative message.”

Let’s look at a few examples of how to write conditionals using long code attributes for your templates. View our article Notify SMS Fields for the complete list of available long code attributes you can use in your SMS templates.

Note: If you include a field that is not available in this list, the SMS will not send. Therefore, we recommend using conditional statements to mitigate against SMS failures. 

Example #1

If-else statement: If the estimated delivery date is in the future, then include the message “It will be delivered by (the estimated delivery date)”, or else if the delivery date is not in the future, do not include the message. 

Template:

Your items from order: {{order_number}} have been shipped. {{#if (isFutureDate current_shipment.guaranteed_delivery_date)}} It will be delivered by {{formatDate current_shipment.guaranteed_delivery_date '' 'dddd[,] MMMM D' 'en'}}{{/if}}

 

After adding customer specific data, your conditional template will appear as below:

If estimated delivery date is in future:

“Your items from order: (order number) have been shipped. It will be delivered by Thursday, June 10.”

If estimated delivery date is not in the future:

“Your items from order: (order number) have been shipped.”

 

Example #2 

If-else statement: If the estimated delivery date is in the future, then include the message, “Your items will be delivered by (estimated delivery date)”, or else if the estimated delivery date is not in the future include the message, “Click (tracking number) to track your package.” 

Template:

{{#if (isFutureDate current_shipment.guaranteed_delivery_date)}} Your items will be delivered by {{formatDate current_shipment.guaranteed_delivery_date '' 'dddd[,] MMMM D' 'en'}} {{else}} Click {{current_shipment.tracking_number}} to track your package {{/if}}

 

After adding customer specific data, your conditional template will appear as below:

If estimated delivery date is in the future:

“Your items will be delivered by (estimated delivery date).”

If estimated delivery date is not in the future:

“Click (tracking number) to track your package.”

 

Example #3

If-else statement: If a customer name is present in the order information, then include the customer name in the SMS message, or else if the name is not present do not include the name in the SMS message. 

Template:

Hi,{{#if customer.contact.first_name}} {{customer.contact.first_name}}{{else}},{{/if}} your order is on the way!

 

If a customer’s first name is present in the order info:

Hi, (first name) your order is on the way!

If a customer’s first name is not present in the order info:

Hi, your order is on the way!

 

Error Messages

When editing a template, if you enter the syntax incorrectly an error message will be generated.

Example

If you enter {first_name} when the correct syntax should be {{first_name}} you will get an error message.

The error message will be displayed as follows:

SMS_Setup_Error_Message.png

Save failures

The following errors will be displayed on the banner and you will need to check your html syntax for potential errors.

  • Failed to publish template for: ${retailer_moniker}, ${trigger}, ${locale}
    • This type of error indicates that the template failed to publish for {trigger} for {locale}.
  • Failed to update template activity for template: ${template.id} - ${error.message}
    • This type of error indicates that the template is updated or published but the template activity is not captured.
  • Failed to update assist cache: ${retailer}, ${trigger}
    • This type of error indicates that the template is updated but the cache is not updated, we will send the old version until the cache is rebuilt. Retry saving your changes, and if this error continues to persist then reach out to Narvar support.

Submit a ticket at Support.Narvar.com or contact your Customer Success Manager if you have any questions or need additional support. 

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