SMS

SMS functionality allows automated text messages to be sent directly to guests as part of their booking journey. This can include confirmations, reminders, updates, and cancellations.

SMS is important because it provides a fast, reliable, and highly visible way to communicate with guests. It reduces no-shows by reminding customers of upcoming bookings, improves customer experience through timely updates, and helps venues manage bookings more efficiently.

To enable SMS configurations within your Events system, you will need to reach out to your Account Representative. They will need to get this activated for your Estate.

Navigate to Events Admin Access → SMS

Configuring an SMS Template

Follow these steps to configure an SMS template:

From the list of template headers, click Edit

An editor window will open. From here you can edit the SMS text as well as insert from the Dynamic Input fields

Some SMS templates will offer additional settings, similar to Email triggers, for additional reminders based on actions. Actions such as requiring a pre-order, pre-payment or deposit - additional reminders can be issued with links to the guest portal for them to complete the outstanding tasks.
Click Save Changes.

Enabling SMS Templates

Viewing the enabled option within the SMS tab is a quick way to view what is and is not sending for your estate. You can enable/disable each template as you like with the toggle.

Follow these steps to enable an SMS template:

Locate the template name
Tick the box in line with the template
Click Save Changes

Once enabled, and if the site is configured to send SMS', they will trigger automatically.

Turning SMS Sends On

To enable SMS and allow the templates to now be sent from events, you need to navigate to the SMS settings page located at the top right of the page behind the cog:

Click the cog
Using the Outlet drop down, locate the site you want to enable
In the Enable Host App column, select Yes or No

If enabled, SMS messages will be sent out to customers once their booking is added via Host apps
In the Enable Online column, select Yes or No.

In enabled, SMS messages will be sent out to customers once their booking is added via online bookings
Enter a Sender ID

This can only be changed by a Zonal Admin User and only if SMS is not currently enabled. Max 11 characters
In SMS Enabled column, select Yes or No

Enable or disable the SMS functionality can only be changed by a Zonal Admin User. To amend this setting, you will need t contact your Account Representative.

A Sender ID is the name or number that appears in the “From” field when a recipient receives an SMS. Instead of showing a random phone number. A Sender ID requires registration with our SMS network provider before it can be enabled. Sender ID creations can ONLY be configured by a Zonal administrator. 

SMS Sender ID

In order for a Sender ID to be valid, our network provider applies a series of controls and restrictions aimed at protecting businesses and customers by reducing the likelihood of messaging scams and fraud.

In order for a Sender ID to be configured for your Estate, you will be required as part of the set up to provider two documents:

A signed letter of authority
A business registration certificate OR business utility bill in the last 3 months

To find out more about this, reach out to your Account Representative who will be able to supply templates and better help set expectations and time-frames.

Dynamic Input Fields

Dynamic input fields allow you to personalise SMS templates by automatically inserting booking-specific or customer-specific information, such as the guest’s name, booking date, time, or venue.

The main reason for using them is to make messages feel relevant and tailored - much like when building email templates. For example, instead of sending a generic reminder, a dynamic field can generate:

“Hi Sam, your table is booked for 17:30 on Fri, Sep 26 at The Oak Restaurant.”

This not only improves the guest experience but also reduces confusion and ensures that important booking details are always communicated accurately.

Dynamic fields available within SMS configurations are:

Dynamic Field	Max Characters	Format
Guest First Name	10	As provided within Events
Guest Last Name	10	As provided within Events
Booking Date	11	DDD, MMM DD (e.g., Fri, Sep 26)
Booking Time	5	HH:MM
Booking Cancel Link	27	URL link to the Guest Portal
Booking Duration	7	Hh MMm (e.g., 2h 30m)
Booking Edit Link	27	URL link to the Guest Portal
Card Guarantee Amount Required	8
Card Guarantee Cut Off Date	20 22	If Estate is set for 24hr: DDD, MMM DD at HH:MM If Estate is set for AM/PM: DDD, MMM DD at HH:MMAM
Deposit Cut Off Date	20 22	If Estate is set for 24hr: DDD, MMM DD at HH:MM If Estate is set for AM/PM: DDD, MMM DD at HH:MMAM
Deposit Required	8	£PP.pp (e.g., £25.00)
Payment Link	27	URL link to the Guest Portal
Pre Payment Cut Off Date	20 22	If Estate is set for 24hr: DDD, MMM DD at HH:MM If Estate is set for AM/PM: DDD, MMM DD at HH:MMAM
Pre Order Cut Off Date	20 22	If Estate is set for 24hr: DDD, MMM DD at HH:MM If Estate is set for AM/PM: DDD, MMM DD at HH:MMAM
Site Telephone	15	Site telephone number pulled from Platform Services
Site Name	30	Site name pulled from Platform Services (Display Name)
Covers	3