You will find the message for any booking or driver event, write your own wording with placeholders, test it, save it and check what was sent. You need this when you want your company name and tone in confirmations, or when a passenger says they never received a message.
Go to Admin > Communications. There are three tabs: Channels, Templates and Delivery log. Channels holds the accounts your messages go through: email through SendGrid, SMS and WhatsApp through Twilio. The product never shows a saved secret again, and Verify only checks the details with the provider; it does not send a message.
Open Templates. Every automatic message has a row: 17 events on four channels (SMS, WhatsApp, Email, Push), 68 rows over three pages. Text in use says Your text, Default (the built-in wording) or No template. Use All channels, the search box, or Only my texts to narrow the list.
Click the pencil of a row, for example Booking created on SMS. Type your wording in Message, and click a chip such as {{passengerName}} or {{reference}} to insert it where the cursor is. The chips are filled in with the real booking details when the message goes out. The counter shows the characters against the 160 of one SMS segment.
Type your own phone number in Send test to and press Send test. The system fills the placeholders with sample values (passenger "Test Passenger", booking "TEST-0001") and sends the text shown, saved or not. A wrong number is refused with a plain sentence. Without a connected account you see "Not sent: provider not configured" and the text, which is written to the delivery log so you can still check the wording.
Press Save. The toast says Template saved, the dialog closes and the row now reads Your text. From now on this wording is used for that event on that channel.
Only my texts lists just the rows you wrote. To undo one, open it and press Reset to default: there is no confirmation, the toast says Back to the default text, and the row returns to the built-in wording (or to No template).
Email rows have a Subject and a Message (HTML) box. The default for Booking confirmed is "Booking Confirmed" followed by the booking reference. Write the body as simple HTML (paragraphs and bold). If you leave the subject empty, the event name is used.
Open Delivery log. It lists the exact text of every SMS, WhatsApp and email the system sent or tried to send: time, channel, source, a masked recipient, status, the text with Read full text, and the failure reason. Filter by channel, status or source, or search the wording. Not sent and Failed messages never reached the recipient; their text is shown only so you can check it.
Go to Admin > Settings > Notifications. There is one switch per channel for the whole organisation: Email, SMS, Push notifications and WhatsApp. Change a switch and press Save Preferences; the toast says Notification preferences saved and the same switch changes on the Communications page.
| Mistake | What you see | Fix |
|---|---|---|
| Typing a test number without the country code | "Test not sent: Type a valid phone number for the test" | Use the full format, for example +447700900123 |
| Expecting a message from a row with No template | Nothing is sent; the log says Needs manual send | Write a text for that event and channel and save it |
| Resetting a row by mistake | The row goes back to the default at once | Retype your wording and save again |
| Item | Meaning / rule |
|---|---|
| Your text | Your wording is used |
| Default | The built-in wording is used |
| No template | Nothing exists; the message waits under Needs manual send |
| Placeholder chip | Filled with the real booking details when the message is sent |
| Send test | Sends the text shown, saved or not, with sample values |
| Delivery log | The exact text of every message sent or tried |
Can I send a test before I connect an email or SMS account? Yes. The text is written to the delivery log with the reason "provider not configured", so you can check the wording; nothing is sent.
Which placeholders can I use? The chips under the message box. They differ per event, for example a booking event offers the passenger name, reference, pickup time and addresses.
How do I turn a channel off for the whole company? Use the switches in Settings under Notifications, or the switch on each card under Communications, then save.
GridX FMS runs this whole workflow. See what GridX FMS does and what it costs, or browse all step-by-step guides.