What this is
When you customise the SMS and email messages your customers receive, you can drop in variables — placeholders that get replaced with the right details for each order. For example, {customer_name} becomes Sarah when the message is sent to Sarah.
Common variables
{customer_name}— the customer's first name.{order_number}— the short reference number for the order.{store_name}— your business or trading name.{prep_time}— the estimated prep time you've set on the order.{eta}— the time the order is expected to be ready or delivered.{tracking_url}— a link to the customer's live order tracking page.{total}— the total amount of the order.
The full list of available variables is shown above each template in the dashboard.
How to use them
Go to Settings → Notifications.
Pick the message you want to edit — for example, Order accepted.
Type your message, dropping variables in wherever you'd like the personalised detail to appear.
Use the preview to confirm it reads naturally with the placeholder swapped for example data.
Save.
Tips
Always include the customer's name — messages that start with Hi Sarah feel personal and get read.
Keep SMS templates short. Each variable adds characters, which can push a message into a second SMS.
Always include
{tracking_url}in pickup and delivery messages so customers can check progress without contacting you.