Customizing Custom Build messages
When you advance a custom build to a new status from the action panel, JewelTrak proposes a message for the customer (or vendor) using a seeded template. The Settings → Custom Build Messages editor lets each store rewrite those templates so the wording, signature, and tone match its own voice. You don’t have to customize anything — until you save an override, sending uses the seeded default.
What you can customize
Each status that involves an outbound message gets two slots: Email and SMS. You can edit either one (or both, or neither) independently.
| Status | When it fires | Audience |
|---|---|---|
| Vendor quote request (AVQ) | You ask a vendor to price the build | Vendor |
| Customer review (CR) | The quote is ready for the customer | Customer |
| In production (IP) | Production has started | Customer |
| Ready for pickup (RP) | The piece has arrived at the store | Customer |
| Quote needed (QN) | Internal — no message by default | (none) |
| On hold (OH) | Internal — no message by default | (none) |
The Quote needed and On hold slots ship with empty bodies. They’re listed so you can opt into a message there if your workflow calls for one.
Tokens
Tokens are placeholders the system replaces with real data at send time.
| Token | Replaced with |
|---|---|
{CustomerFirstName} | Customer’s first name |
{CustomerName} | Customer’s full display name |
{BuildID} | Zero-padded six-digit build number, e.g. 000142 |
{ItemDescription} | The build description, or MainGroup / Category fallback |
{Salesperson} | Assigned salesperson display name |
{StoreName} | The store handling the build |
{VendorName} | Vendor company name (blank if none) |
{PromisedDate} | Promised date, formatted long (e.g. June 14, 2026) |
{VendorStyleNo} | Vendor style or model number |
Click into a Subject or Body field, then click any token in the right-hand sidebar to insert it at the cursor. If a token doesn’t have data (e.g. no vendor on the build), it renders as an empty string in the final message.
Saving and resetting
Each slot has its own Save button. Saving creates (or updates) a tenant override row. Once an override exists, the slot shows a Custom badge and a Reset to default link — that link deletes the override so the slot falls back to the seeded default again.
The Active checkbox lets you save a draft without enabling it. If Active is off, the action panel falls through to the seeded default at send time even though your custom row exists. Useful for staging copy edits without going live.
SMS length
SMS messages are billed per segment. A standard segment is 160 characters; longer messages split into multiple segments (153 chars each after the first). The editor shows a live count and segment estimate under each SMS Body. Keep messages under 160 characters when you can to stay in single-segment territory.
Preview
Every slot has a Preview with sample data expander that renders the message with placeholder values like Alex Morgan and June 14, 2026. This is a static preview — the actual send uses the real build’s data.
Who can edit
Editing custom build templates requires the Manage users permission (CanManageUsers). This is the same gate used for tag templates, store/org settings, and the rest of the admin surface.
Related
- Custom Builds workflow — the action panel that picks which template fires for which status transition.
- Twilio integration — controls whether the SMS slots are available to send at all.
- Email integration — controls whether the Email slots are available to send at all.