Messaging on the Workshop platform is designed to streamline your customer experience. By automating updates, you save time on admin while keeping your customers informed and engaged for future business.
To manage messaging, go to the Messaging tab on the left-hand sidebar (or the expandable menu on the top left if using mobile).
Message Templates and Triggers
You can customise which messages are sent and what they say. Below is a breakdown of the available templates and when they are sent:
Template Name | Description | Triggered On |
Booking submitted - on-site | Confirmation of on-site service booking. | When collection booking is submitted (manual or online) and is of type "on-site service." |
Booking submitted - drop-off | Confirmation of drop-off booking. | When collection booking is submitted (manual or online) and is of type "customer drop-off." |
Booking submitted - collection | Confirmation of a collection booking. | When collection booking is submitted (manual or online) and is of type "collection." |
Booking accepted | Message sent when you accept the job. | When you manually accept a booking/job. |
Booking rejected | Notify customer their booking was rejected. | When you reject a booking/job. |
On-site Service details changed | Notify customer of changes to on-site details. | When saving booking info and selecting to send the alert in the pop-up. |
Pick-up date changed | Notify customer of changes to the pick-up date. | When saving booking info and selecting to send the alert in the pop-up. |
Drop-off date changed | Notify customer of changes to drop-off date. | When saving booking info and selecting to send the alert in the pop-up. |
Request pick-up date | Ask customer to select pick-up date. | When saving booking info and selecting to send the alert in the pop-up. |
24 hour booking reminder | Reminds the customer of booking details. | Sent automatically 24 hours before a collection or drop-off. |
Bikes ready | Notify customer bikes are ready for pick-up. | When the job status is changed to "Bikes Ready." |
Six month reminder | Reminds customer to book in again. | 6 months after the last service (if marketing is enabled for the customer). |
Twelve month reminder | Reminds customer to book in again. | 12 months after the last service (if marketing is enabled for the customer). |
Customising Your Messages
You have full control over how these messages look and feel:
Channels: Choose to send via SMS, Email, or both. You can also disable specific templates entirely.
Content: While default messages are provided, you can change what they say, and use Merge Fields (like
[Job Tracking Url]or[Service Date]) to personalise the content automatically.Branding: For emails, you can customise colours and the overall look to match your business.
How to Edit: Navigate to Message Templates in the left-hand sidebar and click on the empty space in a row to open the editor.
Monitoring & Configuration
Message Activity: Use the Message Activity tab to track the status of your communications. You can see if an email was "Delivered" or "Opened," which is vital for troubleshooting communication gaps.
SMS Sender ID: In the Overview section, you can configure your Alphanumeric Sender ID. Instead of appearing as a random number, your SMS will show up as your business name (e.g., "Bikebook").
Note: Sender IDs must be between 3 and 11 characters.