You can customise notifications for WhatsApp and SMS. However, you cannot customise the same for Email.

Note:

The SMS Sender ID (or sender name) is the name with which your customers receive messages from an organisation. This article will serve as a step-by-step guide on customising your SMS sender ID and modifying your SMS content.

An SMS Sender ID (or sender name) is the displayed name of the organisation that sent the message. For example, the sender ID can also be a shortcode, such as 12302. Or contain a limited number of characters, e.g. CoffeeShop.

By default, ESHOPB will be used as an SMS sender name for all customer communications.

You may customise the sender code as per your requirement by following the below steps:

Step 1: Create an account on Exotel

Exotel is a business phone system on the cloud that allows you to have a single business phone number from which you can make or receive concurrent calls and SMS. Create an account on Exotel by clicking on the link https://exotel.com/

Step 2: Register to DLT platform

Distributed Ledger Technology (DLT) is a block-chain based registration system. According to TRAI (Telecom Regulatory Authority of India), telemarketers have to be registered in the DLT platform. It is being issued in the public interest to control the SMS spam from various marketing firms.

Learn how to register to the DLT platform

Step 3: Configure your SMS sender ID

You need to configure a sender ID so that all customer notifications are personalised. In the case of transactional SMS, the sender ID is alphabetic. For example EXOTEL, COFFEE.

Learn how to choose and configure the SMS sender ID.

Note: Sender ID has to be of 6 characters only.

Step 4: Register your SMS content templates on the DLT service provider as per the TRAI guideline.

For the ease of sending text messages to multiple customers with similar content, you can make use of an SMS template. You need to upload all your SMS templates on an operator DLT portal. Once you register your SMS template on DLT, you will receive a DLT template ID for each SMS template.

Learn how to register SMS templates on the DLT portal.

Step 5: Create SMS templates in Exotel and request template approval.

Create the same SMS templates in Exotel with the DLT template ID and submit a request on the Exotel portal for its approval.

Learn how to create an SMS template and how to get it approved.

Step 6: Provide required information to Eshopbox

Once the SMS templates are approved on the DLT platform and Exotel, you are required to share the following information with Eshopbox in order to go live with your SMS templates:

Note: Exotel SID, API key and token will be available on the API settings page.

You need to share this information with the Eshopbox by sending an email to your customer success manager.

Step 7: Go-live

Eshopbox will make the relevant changes in the code and will go live with the updated SMS notifications.

You can define WhatsApp as a communication channel on your Eshopbox workspace to start sending notifications to your customers via WhatsApp. Eshopbox is set as the default sender.

But in case you wish to customise your WhatsApp sender name, you need to set up your Meta business account, customise templates and configure the WhatsApp account on your Eshopbox workspace. Learn here how to customise the WhatsApp notifications.

An SMS Sender ID (or sender name) is the displayed value of who sent the message on your handset. For example, sender ID can also be a shortcode, such as 123020. Or contain a limited number of characters, e.g. Coffee.

Yes, you can easily change your SMS sender ID by logging in to the Exotel portal. Learn how to change your SMS sender ID.