--- title: "Customer notification guidelines" slug: "customer-notification-guidelines" updated: 2024-11-26T12:44:07Z published: 2024-11-26T12:44:07Z --- > ## Documentation Index > Fetch the complete documentation index at: https://knowledge.lightico.com/llms.txt > Use this file to discover all available pages before exploring further. # 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](https://knowledge.lightico.com/docs/format-design#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](/v1/docs/customer-notification-guidelines#incomplete-session-notifications-guidelines) 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](/v1/docs/customer-notification-guidelines#incomplete-session-notifications-guidelines) 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](https://knowledge.lightico.com/docs/notifications#remind-customers-about-incomplete-sessions) can be found in system settings under **Notifications**. > [!NOTE] > 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. A user that communicates with end-customers to complete tasks in a Collaboration Room session or a Case Manager case.