Customer notification guidelines

This article presents guidelines and some best practices for customizing SMS and Email notifications that are automatically sent to the customer when a session starts or is updated.

For a detailed description of notification settings, see Email and SMS invitations.

SMS messages

General guidelines

Follow these general guidelines for SMS messages:

• Limit the message to 70 characters (not including the URL link) - If you exceed this limit, the message may be split into more than one SMS. 

• When using short URLs the message can be up to 130 characters.

• Follow your country’s SMS regulations for alphanumeric sender ID’s. If you are using Lightico's default SMS provider, check the Twilio website for their regulations.

• In your message, mentions who is sending the message - i.e. your company

• State clearly why they received the message and what they need to do now.

SMS message examples

The following examples are 70 characters so that they can be used for an SMS with a long URL.

Invite participants to a new conversation

• Greetings! Click the link to complete your Company X application.

• Company X at your service! Please click to retrieve your documents.

• Thanks for considering Company X. Please click to start onboarding.

Invite additional participants

• A form requires your signature as a co-applicant. Click to sign:

• Your signature as a co-buyer is needed. Please sign here:

Incomplete session notifications

See below for guidelines on how to send these reminder notifications.

• A friendly reminder to complete your application process. Click to access:

• An incomplete document needs your attention. Please click to review.

• Your input on an existing document is needed. Click below to review.

New activity notifications

• Additional documentation is awaiting your approval. Click to access: 

• Another document has been sent your way. Please click below to review. 

• Your input on a new document is needed. Click below to review. 

Email messages

General guidelines

Follow these general guidelines for email messages:

• The "from" address clearly show that it came from your company. 

• Keep the subject line concise so that the entire subject shows in the customer’s inbox.

• In the body of the email, state clearly why they received the message and what they need to do now. 

Email messaging examples

Invite participants to a new conversation

Subject line:

• Complete your Company X application

• Retrieve your documents from Company X

• Company X onboarding

Message:

• Thank you for signing up with Company X! Please click this link to complete your application. 

• This is a message from Company X. Please click here to retrieve your documents. 

• Thank you for considering Company  x. Please click the link to start your onboarding process. 

Invite additional participants

Subject line:

• Your co-applicant signature required

• Dear co-buyer your signature is needed

Message:

• A form has been sent that requires your signature as a co-applicant. Please click to sign. 

• Your signature as a co-buyer is needed in order to complete a document. Please sign here:

Incomplete session notifications

See below for guidelines on how to send these reminder notifications.

Subject line:

• A document is awaiting your approval

• Friendly reminder to complete your application

Message:

• You have an incomplete document awaiting your approval. 

• Please click the link below to complete your application process.

New activity notifications

Subject line:

• New documents are awaiting your approval

• Please complete your application renewal

Message:

• You have additional documentation awaiting your approval. Please click below to access.

• Your application has been renewed. Please click below to complete the process.

Incomplete session notifications guidelines

The following are some additional guidelines for sending reminders to complete unfinished business in a session. Settings for incomplete session reminders can be found in system settings under Notifications.

Note

Notifications for unfinished business stop when all session business is completed or when the agent or API end the session.

Message

Keep the message similar to your initial invitation but add a sense of urgency and encouragement to finish. Avoid reusing the same email template or subject line to keep it fresh and engaging.

Sending time

Set reminders to go out during your business hours. That way, if a customer needs help after getting the reminder, someone is available to assist them.

Frequency

Don’t overdo it with reminders—too many can feel pushy. Typically, two reminders are enough.