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What you can do

  • Send automated texts - Confirmations, reminders
  • Receive texts - Customers can text your number
  • AI responses - Intelligent auto-replies
  • Templates - Pre-written messages for common scenarios

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Automated messages

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Appointment confirmation

Sent immediately after booking: 
Hi [Name]! Your appointment with [Business] is
confirmed for [Date] at [Time].

Reply YES to confirm or call us to reschedule.

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Appointment reminder

Sent 24 hours before: 
Reminder: You have an appointment tomorrow at
[Time] with [Business].

Reply C to confirm or R to reschedule.

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Follow-up

Sent after service: 
Thanks for choosing [Business]! We'd love your
feedback. How was your experience today?

Reply 1-5 (1=Poor, 5=Excellent)

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Message templates

Create reusable templates:
TemplateUse case
Booking confirmationAfter appointment scheduled
Reminder (24h)Day before appointment
Reminder (1h)Hour before appointment
On our wayTechnician en route
Follow-upAfter service completed
Review requestAsk for reviews

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Variables

Personalize messages with variables:
VariableReplaced with
[Name]Customer’s name
[FirstName]First name only
[Date]Appointment date
[Time]Appointment time
[Business]Your business name
[Address]Your address
[Phone]Your phone number

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AI-powered responses

When customers text back, your AI can:
  • Answer questions - Using your knowledge base
  • Reschedule - Move appointments
  • Confirm - Mark attendance confirmed
  • Escalate - Alert you for complex issues
Example conversation: 
Customer: Can I change my appointment to Thursday?

AI: Of course! I have availability Thursday at
10 AM, 2 PM, or 4 PM. Which works best for you?

Customer: 2pm

AI: Perfect! I've rescheduled you for Thursday at
2 PM. You'll receive a confirmation shortly.

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Two-way texting

Your CallDesk number can send and receive texts:
  • Inbound texts appear in your inbox
  • Reply from dashboard or let AI handle it
  • Full conversation history with each contact

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SMS compliance

Text messaging requires consent. Make sure customers have opted in to receive texts from you.
Best practices:
  • Get consent - Checkbox on forms, verbal agreement
  • Include opt-out - “Reply STOP to unsubscribe”
  • Honor opt-outs - Immediately stop messaging
  • Identify yourself - Include your business name

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Message limits

PlanMonthly SMSCharacters/message
Core500160
Pro2,000160
MaxCustom160
Longer messages are split and may count as multiple messages.

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Setting up SMS

1

Enable SMS

Go to Settings → Messaging → Enable SMS
2

Configure templates

Create or customize message templates
3

Set triggers

Choose when messages are sent automatically
4

Test

Send a test message to yourself

Configure SMS

Set up your message templates

Compliance Guide

Understand SMS regulations