> ## Documentation Index
> Fetch the complete documentation index at: https://help.berocker.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Templates

> Every message BeRocker sends in your name — event messages, follow-up sequences, and the variables that personalise them.

**Settings → Templates** is where every automated and semi-automated message lives. Three tabs:
**Events**, **Follow-up** and [**Health**](/settings/messaging-health).

<Frame>
  <img src="https://mintcdn.com/berocker/JlrUOS-Vn_pO8ZdT/images/settings/templates-events.png?fit=max&auto=format&n=JlrUOS-Vn_pO8ZdT&q=85&s=d3b758120595adf75ec8e2c21ba86ada" alt="Templates → Events with the event list on the left and the template editor on the right" width="3200" height="2000" data-path="images/settings/templates-events.png" />
</Frame>

***

## 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.

### The events

| Event                   | Sends     | What it is for                                           |
| ----------------------- | --------- | -------------------------------------------------------- |
| **Quote**               | Automatic | Sent when a price quote is created.                      |
| **Default**             | Manual    | General-purpose messages you send by hand from the chat. |
| **Booking Link**        | Manual    | Messages containing a booking link.                      |
| **Contract Link**       | Manual    | Sending the contract for signing.                        |
| **Order Confirmation**  | Automatic | Confirming order details and acceptance.                 |
| **Invoice Partial**     | Manual    | Requesting a deposit or partial payment.                 |
| **Invoice Full**        | Manual    | Requesting full payment or the final invoice.            |
| **Dispatched**          | Automatic | Sent when a carrier is dispatched.                       |
| **Driver Info**         | Manual    | Driver and carrier details.                              |
| **Picked Up**           | Automatic | Sent when the load board reports pickup.                 |
| **Delivered**           | Automatic | Sent when the load board reports delivery.               |
| **Shipping Delayed**    | Manual    | Telling the customer about a delay.                      |
| **Delivered Follow Up** | Manual    | Post-delivery follow-up.                                 |
| **Reminder**            | Automatic | Sent on schedule once reminders are on for the lead.     |
| **Review Client**       | Manual    | Asking the customer for a review.                        |
| **Review Driver**       | Manual    | Asking the carrier for a review.                         |
| **Lead Assigned**       | Manual    | Telling the customer their agent changed.                |
| **Follow Up**           | Automatic | The follow-up sequence — it has its own tab.             |

<Info>
  **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.
</Info>

### Editing a template

Once you pick an event:

| Control                   | What it does                                                                           |
| ------------------------- | -------------------------------------------------------------------------------------- |
| **Email / SMS**           | Which channel you are editing. Each has its own templates.                             |
| **Delay**                 | For automatic events: how long after the event the message goes out (e.g. *After 1h*). |
| **Version**               | Which version of the template you are looking at, with a count of how many exist.      |
| **Preview**               | The message rendered with sample data.                                                 |
| **Variables**             | The placeholders you can drop in, grouped by subject.                                  |
| **Edit**                  | The editor itself.                                                                     |
| **+ Create new template** | Add another version.                                                                   |
| **Status**                | Active or Inactive. Inactive templates are never used.                                 |

### Keep several versions of each

Write three or four versions of every message you send often. BeRocker picks one at random each
time, so a customer who gets quoted twice does not get word-for-word identical texts, and your
numbers do not start looking like a bot.

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?"*

### Version history

Every save creates a version. The version dropdown lets you look at any earlier one, compare it and
revert. Useful when a change to a quote message coincides with a drop in replies.

***

## Variables

Variables are placeholders in square brackets that get filled in when the message is sent. The
**Variables** tab lists every one available with a sample value, grouped by subject — the live list
in the app is always the authoritative one.

The most-used ones:

<Columns cols={2}>
  <Card title="Customer">
    `[greeting]` · `[lead_first_name]` · `[lead_last_name]` · `[lead_full_name]` ·
    `[lead_phone]` · `[lead_email]`
  </Card>

  <Card title="The shipment">
    `[lead_id]` · `[lead_vehicles]` · `[lead_origin]` · `[lead_destination]` ·
    `[lead_origin_city]` · `[lead_destination_city]` · `[lead_pickup_date]` ·
    `[lead_drop_off_date]` · `[lead_delivery_days]` · `[lead_trailer_type]`
  </Card>

  <Card title="Money">
    `[lead_price]` · `[lead_open_price]` · `[lead_enclosed_price]` · `[lead_deposit]` ·
    `[carrier_pay]` · `[lead_discount]` · `[lead_discount_code]` · `[refund_amount]` ·
    `[cancellation_fee]`
  </Card>

  <Card title="Links">
    `[lead_booking_link]` · `[lead_contract_link]` · `[review_link]` · `[unsubscribe_link]`
  </Card>

  <Card title="Carrier and driver">
    `[carrier_name]` · `[carrier_phone]` · `[lead_driver_fullname]` · `[lead_driver_contact]`
  </Card>

  <Card title="Your company">
    `[company_name]` · `[company_phone]` · `[company_email]` · `[company_website]` ·
    `[company_address]` · `[company_logo]` · `[company_mc_number]` · `[company_dot_number]` ·
    `[company_terms_and_conditions]`
  </Card>

  <Card title="The agent">
    `[assistant_first_name]` · `[assistant_last_name]` · `[assistant_company_name]` ·
    `[assistant_company_phone]` · `[assistant_company_email]` · `[assistant_company_website]`
  </Card>

  <Card title="Addresses and contacts">
    `[pickup_address]` · `[dropoff_address]` · `[pickup_contact]` · `[dropoff_contact]` ·
    `[pickup_phone]` · `[dropoff_phone]` · `[today_date]` · `[last_quote_date]`
  </Card>
</Columns>

<Warning>
  Type variable names exactly as they appear in the **Variables** tab. A misspelt variable renders
  as nothing, and the customer gets a message with a hole in it.
</Warning>

***

## Follow-up

<Frame>
  <img src="https://mintcdn.com/berocker/JlrUOS-Vn_pO8ZdT/images/settings/templates-follow-up.png?fit=max&auto=format&n=JlrUOS-Vn_pO8ZdT&q=85&s=30ad3db518fd8b1300e8d960cf5d4459" alt="The Follow-up sequence builder" width="3200" height="2000" data-path="images/settings/templates-follow-up.png" />
</Frame>

The **Follow-up** tab is a ladder of timed steps. Each step has a wait (days / hours / minutes) and
one or more templates, and the sequence runs after a quote goes out until the customer replies.

You can build a **General** sequence that applies to every lead, or scope a sequence to a single
**lead source** — leads from a paid provider often need a different cadence than leads from your
own website.

<Info>
  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.
</Info>

### 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](/settings/messaging-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.

***

## Health

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

***

## Troubleshooting

| Symptom                            | Check                                                                                                  |
| ---------------------------------- | ------------------------------------------------------------------------------------------------------ |
| Variables render empty             | The exact spelling in the **Variables** tab, and that the lead has that field filled in.               |
| Message never sent                 | The template's **Status** is Active, and the event is the one you think it is.                         |
| Every customer gets identical text | Add more versions of that template.                                                                    |
| Automatic message did not fire     | The event's badge — is it actually **Automatic**?                                                      |
| Texts queued but not going out     | [Messaging health](/settings/messaging-health) — quiet hours, the per-minute pace, or a rested number. |

***

## Video walkthroughs

<Tabs>
  <Tab title="Standard">
    <iframe className="w-full aspect-video rounded-xl" src="https://www.youtube.com/embed/Mb5R5HLLzGo" title="Manage Templates in BeRocker" frameBorder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowFullScreen />
  </Tab>

  <Tab title="Enterprise">
    <iframe className="w-full aspect-video rounded-xl" src="https://www.youtube.com/embed/svwj98Ey_d8" title="Customize Templates — Enterprise Version" frameBorder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowFullScreen />
  </Tab>
</Tabs>

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

***

## Related

<CardGroup cols={2}>
  <Card title="Messaging health" icon="heart-pulse" href="/settings/messaging-health">
    Why a message has not gone out yet.
  </Card>

  <Card title="Triage" icon="inbox" href="/using/follow-up">
    The human half of following up.
  </Card>

  <Card title="Business" icon="building" href="/settings/business">
    Where the company variables get their values.
  </Card>

  <Card title="Notifications" icon="bell" href="/settings/notifications">
    Internal alerts, not customer messages.
  </Card>
</CardGroup>