Customizing customer messages
When you click a ”… + notify” button on a work order (e.g. “Ready for pickup + notify”), JewelTrak proposes a message for the customer using a seeded template. The Settings → Message Templates 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.
Repairs and custom jobs both use these templates — they’re keyed by status, not by job type, so there’s one set for everything.
What you can customize
Each status that involves an outbound message gets two slots: Email and SMS — from intake confirmation through quote, in-progress, on-hold, ready-for-pickup, and a picked-up thank-you. (The custom-only statuses like Quote sent for review only ever fire on custom jobs.) Terminal states like Cancelled have no template.
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 |
{JobNumber} | Zero-padded six-digit job number |
{EnvelopeNo} | Envelope or take-in slip number |
{Describe} | Job / item description |
{Salesperson} | Assigned salesperson |
{StoreName} | Your store name |
{DueDate} | Promised pickup date, formatted long |
{UnitPrice} | Quote / final price, formatted as $X,XXX.XX |
Click into a Subject or Body field, then click any token in the right-hand sidebar to insert it at the cursor. (The older {RepairID} token still works — it’s an alias for {JobNumber} — so any template you saved before keeps rendering.)
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.
The Active checkbox lets you save a draft without enabling it. With Active off, sending falls through to the seeded default even though your custom row exists.
Who can edit
Editing message templates requires the Manage users permission (CanManageUsers).
Related
- Customer Status Page — every status message also includes the customer’s direct “Track your order” link.
- Twilio integration — controls whether the SMS slots are available to send at all.