Customizing an SMS Template

Written by Pat Parkhill

Updated at August 4th, 2025

+ More

This article describes how to customize the body of an SMS message intended for customers.

U17

To customize an SMS template:

Log in to the LiveVox Portal.
On the Configure tab, click Messaging > Messages.
The Messages window appears.
In the Message(s) field, select the message containing the SMS message whose template you want to customize.
On the General tab, double-click the SMS message row.
The sms_message window appears.
Click the ellipsis icon. The Expression Builder window appears.
Enter or modify the SMS message.
To add an account, contact, or ticket field to the message:
1. In the Expressions section, click the plus icon next to Account Fields, Contact Fields, or Ticket Fields, and then double-click the required field. The Field Details window appears.
2. Optional: Specify values in the following fields:
  - Type: Select the data type of the field. If you do not know the data type, retain the default value, Address.
  - Default: Enter the default value to be displayed in the field if the field is blank.
3. Click Ok. The field appears within the message. You can move the field to where you want it to appear within the message.
  Delete
  If this SMS template is used to send an SMS message to a contact whose first name is Jane and whose phone number is 4255550150, the contact will see the following message: Hello Jane, you provided 4255550150 as a form of SMS communication with us. Please confirm this by replying START. To opt-out, please reply STOP.
To add an expression to the message, in the Expressions section, click the plus icon next to the appropriate categories, and then double-click the options that form the required expression. The expression appears within the message.
Click Ok, and then, in the Messages window, click Save. You have customized the SMS template.

Delete

LV19 and Fall 23

To customize an SMS template:

Log in to the LiveVox Portal.
On the Configure tab, click Messaging > Messages.
The Messages window appears.
In the Filter field, enter SMS. All SMS messages are displayed.
Double-click the SMS message row.
The sms_message window appears.
Click the ellipsis icon. The Expression Builder window appears.
Enter or modify the SMS message.
To add an account, contact, or ticket field to the message:
1. In the Expressions section, click the plus icon next to Account Fields, Contact Fields, or Ticket Fields, and then double-click the required field. The Field Details window appears.
2. Optional: Specify values in the following fields:
  - Type: Select the data type of the field. If you do not know the data type, retain the default value, Address.
  - Default: Enter the default value to be displayed in the field if the field is blank.
3. Click Ok. The field appears within the message. You can move the field to where you want it to appear within the message.
  Delete
  If this SMS template is used to send an SMS message to a contact whose first name is Jane and whose phone number is 4255550150, the contact sees the following message: Hello Jane, you provided 4255550150 as a form of SMS communication with us. Please confirm this by replying START. To opt-out, please reply STOP.
To add an expression to the message, in the Expressions section, click the plus icon next to the appropriate categories, and then double-click the options that form the required expression.
The expression appears within the message.
Click Ok, and then, in the Messages window, click Save.
You have customized the SMS template.

Delete

Customizing an SMS Template

Contact Us

U17

LV19 and Fall 23

Related Articles