Text messages & snippets

There are two kinds of text message in SURGE: the automated texts your follow-up sequence sends, and the replies your team sends from Conversations.

Your automated texts

Your automated texts are built into your automations, step by step. Because changing them means working inside an automation, ask us to make the change: send the new wording and tell us which message it replaces. See What’s included in your plan for how changes are handled.

If you’re changing an email’s offer or wording, check whether the matching text needs to change too. It’s easy for the two to drift apart.

Snippets: saved replies for your team

A snippet is a saved message your team can drop into a reply with a couple of clicks. They’re ideal for questions you answer every day:

• Your prices or current offer
• Address, parking and directions
• What to bring to a first session
• Your cancellation policy

Snippets can include merge fields such as the contact’s first name, so each one still feels personal.

These are yours to create and change whenever you like — they can’t break anything.

Step-by-step guideCreating and using snippets

Keeping texts within the rules

• Marketing texts must say who they’re from and give people a way to opt out. SURGE handles STOP replies for you — once someone replies STOP, they won’t receive further texts.
• Send at sensible times. Texts land on someone’s phone straight away — avoid early mornings and late nights.
• Shorter is cheaper. Long texts are split into several parts and each part is charged separately. One clear message with one link works best anyway.