Popular topics: Booking Availabilities / Timeslots Basic Settings for an Experience

Edit an Existing Message Template

Update a message that lives within your Message Template Library

You can send emails and SMS text messages to customers through your TripWorks account using Email & SMS Message Templates‍. These templates live within your Message Template Library, can be sent via Automated Messaging or Manual Messaging‍, and are available for editing at any time.

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Please Note

If you want your customers to receive a message via both email and SMS (text message), you must enable SMS delivery (for further instruction, see the expandable section below titled "Enable SMS (text message) delivery for your message template"). If SMS delivery is not enabled, your message will be sent via email only.


Edit a Message Template

To edit a message template, you must first navigate to the desired template from your Message Template Library:

  1. From the toolbar, select More > Discover More, then choose Email & SMS Templates.
  2. Select the template you want to edit. Upon selection, you will be directed to the Editor View of the message template.

From the Editor View, you can perform a number of actions. Expand the items below for guidance, and be sure to Save any changes you make to your message templates.

Message Content

Edit the subject line of your message template

  1. Click or tap the Subject Line portion of the template.

  2. Replace the existing subject line with your desired text.

  3. Save your changes.
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Add content to your message template

  1. Click or tap the message body portion of the template.

  2. Add your desired content. (For content options and formatting tips, explore the other expandable items in this article.)

  3. Save your changes.
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Add a button to your message template

  1. In the message body, insert the text you want to appear on the button.

  2. Tap and hold, or use your device cursor to highlight the button text.

  3. With the button text still highlighted:
    1. Choose the Paragraph iconButton.

    2. Choose the the Link icon > Insert Link.

  4. Provide the desired link, either by filling in the URL text field or by selecting an item from the Choose a Pre-Defined Link drop-down menu.


  5. Select the Open link in new tab checkbox if you want the button link, when followed, to open in a new tab for users.

  6. Choose Insert. Your highlighted text should now be formatted to look like a button.

  7. Save your changes.
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  1. In the message body, highlight the content you want to appear as the anchor text for your hyperlink.

  2. With the anchor text still highlighted, choose the the Link icon > Insert Link.

  3. Provide the desired link, either by filling in the URL text field or by selecting an item from the Choose a Pre-Defined Link drop-down menu.


  4. Select the Open link in new tab checkbox if you want the button link, when followed, to open in a new tab for users.

  5. Choose Insert. Your anchor text should now be formatted as a hyperlink.

  6. Save your changes.
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Add an image to your message template

  1. In the message body, place your cursor where you want the image to appear.

  2. Choose the Image icon  to open the Image dialogue.
  3. Select the desired photo as prompted by the Image dialogue box. Your image should appear where your cursor was previously located.

  4. Save your changes.
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Add a merge tag (autofill smart text) to your message template

Merge tags allow you to populate your email and SMS messages with unique data — including customer contact information, booking details, experience details, payment history information, and much more. Once a message is sent, these items autofill with the correct details for the message recipient in question. For example, here is how a Refund Processed message might appear from your Message Template Library vs. how it appears to the message recipient:

Message as seen from your Message Template Library
Message as seen from the recipient's point of view

Add a Merge Tag to Your Template

  1. In the message body, place your cursor where you want the merge tag to appear.

  2. Select the Merge Tag icon  to access your content autofill options.

  3. Choose your desired merge tag. The content should appear where your cursor was previous located.

  4. Save your changes.
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Edit your message template using HTML

  1. Select the HTML icon  to access the HTML view of your template.

  2. Apply any changes you want to make to the HTML code.

  3. Select the HTML icon  again to preview your changes.

  4. Save your work.
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Other Message Template Settings

Enable SMS (text message) delivery for your message template

If you want your customers to receive a message via SMS (text message), you must both:

  1. Add SMS content to your template, and 
  2. Enable SMS delivery

Follow the instructions below to complete both components of enabling SMS delivery. If SMS delivery is not enabled, your message will be sent via email only.

Enable SMS (Text Message) Delivery for Your Template

  1. Place your cursor in the text field of the Enable SMS Delivery section.

  2. Add your desired content. (For content options and formatting tips, such as inserting hyperlinks or merge tags, explore the other expandable items in this article.)

  3. Ensure the Yes option is selected for enabling SMS delivery.

  4. Save your changes.
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Add pre-header content to your message template

A message template pre-header appears to the message recipient from their email inbox. It is intended to act as a concise, contextual preview of the message's content.

Add Pre-Header Content to Your Template

  1. Scroll to the Pre-Header section.
  2. Insert the desired content into the Pre-Header text field. Note that you can insert merge tags as desired.

  3. Save your changes.
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Assign the message template to a different category

Each template in your Message Template Library is assigned to a unique category. A template's assigned category impacts the automations available for use for that template.

For instance, if you have a "waiver signed" message template in your library, but it is assigned to the User Defined Message category, you will not have the option to automatically send that message to customers as they submit their electronically signed waivers. By assigning the template to the correct category (in this case, the Waiver Signed category), you make it possible to enable the corresponding auto-send settings.

Visit Automated Messaging to learn more about ‍message template categories.

Assign Your Message Template to a Different Category

  1. Scroll to the Category section.

  2. Select the desired message template category from the drop-down menu.

  3. Save your changes.
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