Why is first name not displayed in review requests via SMS?

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If a customer receives a review request via SMS without having their name displayed, here is the reason:

The default templates have a dynamic component to display the 'first name' of the customer in the SMS, however, the first name will be dropped if the allowable character limit is exceeded. 

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Here is how to ensure that the first name is displayed in the SMS:

  • Use the "shortened business name," as the business name is the first thing displayed in the SMS, moreover, it takes away from the character limit.
  • Edit the SMS message; keep it short and sweet in the message, to free up some characters for the first name

Note: The system displays the number of characters available in real time. When you change anything, it'll tell you when the first name will be dropped.



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