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.
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.