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Settings → Templates is where every automated and semi-automated message lives. Three tabs: Events, Follow-up and Health.
Templates → Events with the event list on the left and the template editor on the right

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Events

Events are the moments that send a message — a new quote, an order confirmation, and more. Each one is tagged Automatic (it sends on its own when the event fires) or Manual (you send it from the chat). Pick an event to preview, edit its message, and — for automatic events — set how long after the event it should send.
The left column lists every event with its badge and how many Email and SMS templates it holds. Pick one and the right side opens.

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The events

Automatic has to be earned by a real wired-up trigger. Everything else is Manual, because an agent can always send any template by hand from the chat.

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Editing a template

Once you pick an event, the right side shows its Automatic / Manual badge and description, then:

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Template history

Every save creates a version. Edit history lets you look at any earlier one and restore it. Useful when a change to a quote message coincides with a drop in replies. Example follow-ups:
  • “Just checking in about your transport — still interested?”
  • “Quick follow-up on your quote. Want me to lock it in?”
  • “Hi [lead_first_name], did you want to move forward with booking?”
Follow-up messages are managed on the Follow-up tab: their templates live in its Inventory and are placed on the sequence by hand in its Schedule.

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Variables

Variables are placeholders in square brackets that get filled in when the message is sent. On the Edit tab, the pickers above the body list every variable available for that event with a sample value, grouped by subject (General, Organization, Lead Source, Assistant, Lead, Vehicle, Origin, Destination, Payment, Contract, Booking) — click one to insert it. The live list in the app is always the authoritative one; the set differs per event. The most-used ones:

Customer

[greeting] · [lead_first_name] · [lead_last_name] · [lead_full_name] · [lead_phone] · [lead_email]

The shipment

[lead_id] · [lead_number] · [lead_vehicles_string] · [vehicle_count] · [pickup_date] · [lead_drop_off_date] · [lead_delivery_days] · [lead_trailer_type] · [lead_status]

Money

[lead_price] · [lead_open_price] · [lead_enclosed_price] · [lead_deposit] · [balance_remaining] · [carrier_fee] · [quote_expires_at] · [refund_amount] · [payment_amount]

Links

[lead_booking_link] · [lead_contract_link] · [review_link] · [lead_unsubscribe_link]

Carrier and driver

[carrier_name] · [carrier_phone] · [lead_driver_full_name] · [lead_driver_contact]

Your company

[organization_name] · [organization_phone] · [organization_email] · [organization_website] · [organization_address] · [organization_logo] · [organization_mc_number] · [organization_dot_number]

The agent

[assistant_name] · [assistant_display_name] · [assistant_phone] · [assistant_email]

Origin and destination

[origin_address] · [origin_city] · [origin_state] · [origin_zip] · [origin_contact_name] · [origin_contact] · [destination_address] · [destination_city] · [destination_state] · [destination_zip] · [destination_contact_name] · [destination_contact] · [today_date]
Insert variables from the pickers rather than typing them. A misspelt variable renders as nothing, and the customer gets a message with a hole in it.

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Follow-up

The Follow-up sequence builder
Follow-up re-engages leads with a series of messages over time. Manage your reusable follow-up templates in Inventory, then arrange them into a timed sequence — with delays and per-step rotation — in Schedule.
Two sub-tabs:
  • Inventory — the Follow-up templates themselves. New creates one; each has the same Preview / Variables / Edit tabs, Edit history and Delete template as an event template.
  • Schedule — the ladder of timed steps. Follow-up for picks a lead source: pick a lead source to give it its own sequence, or edit the General one used by every source (a source shows General, Using General or Custom). Steps start at Sequence start; the + button adds a step, and each step card is either Send immediately or Send N days, N hours, N minutes after the lead enters. Select a step, click Select Templates to put one or more inventory templates on it, then Save.
How the delays work, as the panel on the tab says: each step’s delay is measured from when the lead enters the sequence, not from the previous step, so give each step a larger delay than the one before. Put multiple templates on a single step to rotate — one of them is picked at random each time, so customers don’t all get the same wording. Leads from a paid provider often need a different cadence than leads from your own website — that is what the per-source sequence is for.
When you save a changed sequence, BeRocker tells you what it did to leads already part-way through: how many were in progress, how many moved to a different step, and how many stopped because the step they were waiting on no longer exists.

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Building one that works

  • First step within the hour. Response time is the single biggest lever on conversion.
  • Spread the rest out. Something like 1 hour, 1 day, 3 days, 7 days.
  • One ask per message. “Click to book” or “reply YES” — never both.
  • Give SMS an opt-out. The Opt-out line on the Health tab is added to the first automated text of a conversation, and again once a month.
  • Stop somewhere. A sequence with no end is how numbers get flagged.

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Health

The third tab is Messaging health — what your automated messaging is actually doing right now: sending numbers, delivery rates, the queue, quiet hours and opt-outs.

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Troubleshooting

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Video walkthroughs

The videos show an earlier layout — the tabs were renamed to Events, Follow-up and Health in a later redesign. The concepts are unchanged.

Messaging health

Why a message has not gone out yet.

Triage

The human half of following up.

Business

Where the company variables get their values.

Notifications

Internal alerts, not customer messages.