Finding and Resetting Communication Templates

Availability: all plans

Communication templates hold the wording of the messages ServiceVisit sends on your behalf, such as the emails and text messages your customers receive. ServiceVisit supplies a system default for every message. You can keep the default, or replace it with your own wording that applies only to your business. This guide shows where the list of templates lives, how to read it, and how to go back to the system default.

Before you start

You need a role that can manage settings to see the Communication Templates menu entry under Settings.
Opening a template, saving a change and resetting one all need permission to manage templates. Without it you are sent to a page explaining that access is denied or that the plan does not include the feature.
Your own wording only ever affects messages sent by your account. It never changes what other businesses send.

Steps

Open Settings, then Communication Templates. The same page is also a tab in the Settings tab row. The page title is Communication Templates and its subtitle reads Customize email, SMS, and in-app notification templates.
Use the tabs under the page heading to narrow the list: All Templates, Operations, Marketplace, Billing, Account and Support.
Read the table. The columns are Template, Category, Channels, Status and Actions.
- Template shows the template's key, with a short description under it when one exists.
- Channels shows a badge for each way the message can be delivered: Email, SMS or In-App. A small globe with a number appears if the template exists in more than one language.
- Status shows Default when you have not changed the template, or Customized when your own wording is in use. An Inactive badge appears if the system template has been switched off.
To change the wording, select Customize on a template that still uses the default, or Edit on one you already changed. The editor opens for the first channel listed on that row. The editing guide covers the editor itself.
To go back to the system wording, select Reset on a row marked Customized. A confirmation asks whether you are sure you want to reset the template to the system default and warns that it will delete your customizations. Confirm to continue.
When the reset succeeds, the page shows the message Template reset to system default. The row returns to Default, and future messages use the system wording again.

Tips

Reset only appears on rows that are Customized. A row showing Default has nothing to reset.
Resetting deletes your version for that channel. If you may want it back, copy your wording somewhere safe before you confirm.
Messages that were already sent keep the wording they were sent with. A reset affects messages from that point on.
The Notifications page under Settings lists each notification event with its email template, marked Customized or System default. From there, Edit email template opens the editor directly. If you do not have permission to manage templates, it appears greyed out with a lock and a note that it requires communication template management permission.
Whether a message goes out by email, text or in the app is decided on the Notifications page, not here. Text messages also need SMS set up first; see the guide on setting up SMS.

If something goes wrong

If the page shows Failed to load templates. Please try again., refresh and try again. If it persists, contact support.
If the page says No Templates Found for a category, nothing in that category is available. Choose All Templates to see everything.
If a reset shows Template override not found., the template is already using the default. Refresh the list.
If you cannot see Communication Templates under Settings, ask the person who administers roles on your account whether your role can manage settings and templates.

Editing the Wording of a Customer Message — When ServiceVisit sends a customer an email, a text message or an in-app notice for your business, the words come from a communication template. The template editor lets you write your own subject and…
Messages and the Provider Inbox Overview — Messages keeps your text and email conversations with customers in one place. This guide explains what the provider inbox holds, how it connects to the customer's own Messages page, where each part…
Setting Up Text Messaging and Opt-Outs — Text conversations work once you give ServiceVisit the phone number your messages are sent from. This guide covers that setup, what happens when a customer replies with a stop word, and why a text can…
Set up SMS messaging — ServiceVisit lets you set up SMS messaging for your customers. In the SMS Notifications section of the Notifications page under Settings you enter the phone number your messages are sent from, in…