Shopmonkey: Best Practices: Use Message Templates to Increase Efficiency and Improve Customer Experience

Take a look at the creative ways shops use message templates to increase workflow efficiency and improve communication with their customers

Ashley Bennett avatar
Written by Ashley Bennett
Updated over a week ago

What are Message Templates?

Message Templates allow you to save regularly used customer communications to save you time when updating customers on their service, providing instructions, or sharing disclaimers and shop policies.

Message template menu

Edit a Message Template

From within an order, select the green Send button in the upper right corner of your screen.

Send estimate

When the Send Invoice menu opens, select Manage next to the Template dropdown.

manage message templates button

Select an existing message template to edit or select the New Template button to create a new message template.

You can also edit message templates by selecting Message > More > Manage Templates.

Why use Message Templates in your shop?

Message Templates speed up communication with your customers and save you time throughout the day.

For example, how many times have you re-written the same message to customers who missed their appointment? Creating a message template for something that occurs regularly at your shop (like missed appointments!) will save you hours re-writing the same message!

Using Message Templates will help you:

  • Save time writing up regularly used customer messages

  • Ensure your language is always professional and consistent

  • Build customer trust with templated work follow-up templates

  • Bring in more 5-Star Reviews!

How are other shops using Message Templates?

Shops who connected with us at a Shopmonkey webinar, Improve Your Communications with Messaging, let us know that hearing how other shops use Message Templates helped them create some of their own. Feel free to use these templates in your shop! Below are a few examples of the ones shops found most helpful.

Template Name


Review Request / Follow-Up

Hi First Name,

Thanks for bringing in your Year Make Model.

We appreciate your trust in us and value your business. If you are happy with our services, please take a moment to leave a review on Google.

(Insert Google Review Link)

It would mean the world to us.

Until next time,

Company Name

Work Almost Complete

Hi First Name,

We wanted to let you know that we're almost done working on your Year Make Model and will let you know when the work is complete.

Please let us know if you have any questions.

Thank You,

Company Name

Missed Appointment

Hi First Name,

We noticed you missed your appointment with us at Company Name.

Would you like to reschedule? Let us know so can get you back on the calendar as soon as possible!

We look forward to speaking with you.

Thank You,

Company Name

Vehicle Drop-Off Instructions

Hi First Name,

We are excited to work on your Year Make Model and accept night drop-offs. Please leave your vehicle (insert drop-off instructions).

Thank You,

Company Name

Customer Supplied Parts Disclaimer

Hi First Name,

As mentioned in the shop, we like to inform all customers that we cannot warranty any parts that have not been purchased by our shop. If the parts do not fit, we will have to revisit the amount of labor that we charge to later install the correct parts.

We will keep you updated on the progress of your vehicle!

Thank You,

Company Name

Make Message Templates work for your shop!

Create Message Templates that work for your shop workflow. Get creative and efficient in your customer communication!

Still have questions? Feel free to reach out to us through the Chat Icon in the bottom, right corner of your screen. Thanks for reading!

Did this answer your question?