SmartMoving gives you complete control over the automated messages your customers receive. You can customize wording, add tags/tokens, and enable or disable templates based on your workflow.

❗️Only company admins can create or edit message templates.

You can create unlimited templates and tailor them for sales, operations, or customer notifications.

Types of Message Templates

To customize a template, first determine what kind of template you want to customize:

I. Sales Templates

Used for proposals, follow-ups, confirmations, and other sales communications.

Where to find it:
Settings > Sales > Sales Templates

From here, you can:

Click Add Template to create a new sales template
Click an existing template name to edit it

II. Email & SMS Communication Templates

Used for operational messages such as job reminders, invoice notifications, customer updates, and Crew Arrival Notification.

Where to find it:
Settings > Company Settings > Email / SMS Templates

From here, you can:

Toggle templates on/off
Click a template name to edit it
Customize both email and SMS versions

Using the Template editor

Each template includes an editor where you can:

Customize the text
Add formatting
Insert tokens (tags) to pull in customer, job, or company data
Switch between Email, SMS, or both

Choose Email or SMS Editor

Use the Email/SMS drop-down at the top of the editor to select:

Email Only (shows only the email editor)
SMS Only (shows only the SMS editor)
Email & SMS (shows both editors)

Email Editor

The Email Editor works like a standard text editor and allows you to format your message and insert tags.

Formatting Options

Use the toolbar to:

Bold or italicize text
Adjust alignment
Insert bullets or numbered lists
Add links, code snippets, emojis, or tags

Adding Tags (Tokens)

Tags automatically pull data into the email—such as the customer name, job date, assigned sales rep, or company info.

Depending on the template, you may see tags for:

Company data
Customer data
Dispatch data
Estimate data
Crew assignments (Crew Arrival Notification template)

To insert a tag:

Click inside the email where the tag should appear
Click the Tags icon
Choose your tag category
Select a tag from the list

Example:

To insert the customer's first name, select the Customer tag category and choose First Name.

Adding a Sales Signature (Sales Templates Only)

You can optionally add dynamic salesperson signatures so that your team member's information will appear at the bottom of all outgoing sales templates.

To add a customer signature,

Click the location in the text field where the team member's signature should appear.
Click the Tags icon and select the desired signature tag elements:

Whose information should be in the signature?	Use these tags:
The person sending the template	Your Full Name Your First Name Your Email Your Phone Number Your Title Your Website Address
The assigned sales rep	Sales Person (Full Name) Sales Person (First Name Only) Sales Person Email Sales Person Phone Sales Person Title

Here is a sample email signature with tags:

SMS Editor

The SMS editor allows you to create a short text message version of your template and insert tokens the same way you do for email.

Character Limits

SMS messages have a limit of 140 characters.

If your message exceeds that, customers may receive multiple message segments, which may increase billing cost depending on their carrier.

Adding Tokens to SMS

Click inside the SMS text field
Click Add Token
Select the token you want to insert

Crew Arrival Notification Template

SmartMoving includes a dedicated communication template for notifying customers when their crew is en route. This message gives customers clear visibility into who is arriving at their home, helping build trust, safety, and professionalism.

This template supports both email and SMS versions and works like any other Email/SMS template.

How the Crew Arrival Notification Works

When the crew opens the Crew App and selects En Route, a popup appears with options to send the notification.

Depending on the customer’s contact information:

Customer Contact Info	Crew Sees
Email + phone	Send SMS & Email
Email only	Send Email
Phone only	Send SMS
No contact info	Notification disabled

Once the crew confirms, SmartMoving automatically sends the customized message.

Important: Before You Enable the Template

The Crew Arrival Notification includes photos of assigned crew members (via tokens).
Right now, the crew list is generated using a single combined token, which includes:

Crew member name
Crew member contact
Crew member photo (or default icon if none exists)

Important:
There is no way at the moment to remove only the photo from the crew list token.
The Crew List token always displays name + contact + photo together.

To ensure a professional customer experience:

Upload photos for all crew members in Crew Profiles

Learn more about how to add your crew members' photo and other information in this help article.

Editing the Crew Arrival Notification Template

To customize it:

Go to Settings > Company Settings > Email / SMS Templates
Scroll to Crew Arrival Notification
Toggle it on/off
Click the template name to edit the message
Use the Email/SMS selector to update each version

What Happens If a Customer Replies to the Crew Arrival Notification?

The Crew Arrival Notification is sent from a no-reply email address. This means:

If a customer tries to reply to the message, their email will not be delivered to your team.
Replies will not appear in SmartMoving or in your company inbox unless you update the template.

If you'd like customers to be able to respond:

You can edit the Crew Arrival Notification template to include a specific email address or phone number for customers to reach out to.

For example:

“If you need to reach us, please contact us at [your email] or call [your phone number].”

Adding your preferred contact information ensures customers always know how to get in touch if they have questions while the crew is on the way.