Website, transactional, campaign, and script communication pack

Booking received

Acknowledge successful package booking and reduce uncertainty.

Hi {{customer_name}}, your Mason Company booking {{order_number}} is received for {{package_name}} in {{city}}. Package value: {{package_price}}. Our team will confirm your visit slot shortly.

Variables: {{customer_name}}, {{order_number}}, {{package_name}}, {{city}}, {{package_price}}

CTA: View Packages -> #package-comparison

Booking confirmed with schedule

Confirm visit schedule and keep customer prepared.

Your Mason Company booking {{order_number}} is confirmed. Visit: {{visit_date}}, {{visit_time_slot}}. Package: {{package_name}} ({{package_price}}). Payment mode selected: {{payment_mode}}.

Variables: {{order_number}}, {{visit_date}}, {{visit_time_slot}}, {{package_name}}, {{package_price}}, {{payment_mode}}

CTA: Talk to Specialist -> #book-visit

Technician assigned

Provide accountability by sharing assigned technician details.

Mason Company update for {{order_number}}: {{technician_name}} is assigned for your {{package_name}} visit in {{city}}. Scheduled slot: {{visit_date}}, {{visit_time_slot}}.

Variables: {{order_number}}, {{technician_name}}, {{package_name}}, {{city}}, {{visit_date}}, {{visit_time_slot}}

CTA: Support on WhatsApp -> #book-visit

Technician en route with OTP reminder

Prepare household for secure technician arrival.

{{technician_name}} is on the way for booking {{order_number}}. Please keep arrival OTP ready: {{otp_code}}. Share OTP only after technician identity is verified at doorstep.

Variables: {{technician_name}}, {{order_number}}, {{otp_code}}

CTA: Need Help -> #book-visit

Visit started

Confirm onsite work start and maintain trust.

Mason Company work has started for {{order_number}}. {{technician_name}} is currently executing the {{package_name}} workflow. You will receive completion confirmation after final walkthrough.

Variables: {{order_number}}, {{technician_name}}, {{package_name}}

CTA: Contact Support -> #book-visit

Work completed with completion OTP

Confirm completion with secure OTP closure.

Your Mason Company package installation for {{order_number}} is complete. Please review the final setup and share completion OTP {{otp_code}} only when satisfied. For support: {{support_phone}}.

Variables: {{order_number}}, {{otp_code}}, {{support_phone}}

CTA: Raise Support -> #book-visit

Pay-on-installation collection request

Collect payment with complete transparency.

Payment request for {{order_number}}: {{amount_paid}}. Collection method: {{collection_method}} ({{payment_mode}}). Please make payment only after completion confirmation.

Variables: {{order_number}}, {{amount_paid}}, {{collection_method}}, {{payment_mode}}

CTA: Payment Support -> #book-visit

Payment received

Confirm successful payment and close transaction anxiety.

Payment received for {{order_number}}. Amount: {{amount_paid}} via {{collection_method}}. Thank you for choosing Mason Company.

Variables: {{order_number}}, {{amount_paid}}, {{collection_method}}

CTA: Explore Care Add-on -> #package-comparison

Online payment success

Reassure customer after successful online transaction.

Your online payment is successful for booking {{order_number}}. Amount: {{amount_paid}}. Scheduled visit remains {{visit_date}}, {{visit_time_slot}}.

Variables: {{order_number}}, {{amount_paid}}, {{visit_date}}, {{visit_time_slot}}

CTA: View Process -> #how-it-works

Online payment failed

Recover failed payments and preserve booking conversion.

Your online payment for {{order_number}} did not go through. Your booking can still continue with pay-on-installation. Need assistance? Call {{support_phone}} or WhatsApp {{support_whatsapp}}.

Variables: {{order_number}}, {{support_phone}}, {{support_whatsapp}}

CTA: Retry with Help -> #book-visit

Booking cancelled

Provide closure and clear next steps after cancellation.

Booking {{order_number}} for {{package_name}} has been cancelled as requested. If this was accidental, our team can help you rebook quickly.

Variables: {{order_number}}, {{package_name}}

CTA: Rebook Package -> #package-comparison

Partial refund initiated

Build trust through transparent partial refund communication.

Partial refund initiated for {{order_number}}. Refund amount: {{refund_amount}}. Expected timeline: {{refund_eta}}.

Variables: {{order_number}}, {{refund_amount}}, {{refund_eta}}

CTA: Contact Billing Support -> #book-visit

Full refund initiated

Provide full refund clarity and support confidence.

Full refund initiated for {{order_number}}. Refund amount: {{refund_amount}}. Expected timeline: {{refund_eta}}.

Variables: {{order_number}}, {{refund_amount}}, {{refund_eta}}

CTA: Need More Help -> #book-visit

Six-month check-in add-on invite

Promote paid six-month effectiveness check-in add-on.

It has been six months since booking {{order_number}}. Keep bathroom safety performance high with Mason Company Care Check-in (paid add-on). Reply YES to schedule in {{city}}.

Variables: {{order_number}}, {{city}}

CTA: Book Check-in -> #book-visit

Grievance acknowledged

Acknowledge complaint with traceable grievance ticket.

Your concern has been logged with ticket {{grievance_ticket_id}} for booking {{order_number}}. Our support team will share the next update within the committed timeline.

Variables: {{grievance_ticket_id}}, {{order_number}}

CTA: Talk to Support -> #book-visit

Grievance resolved

Close grievance ticket with confidence and transparency.

Ticket {{grievance_ticket_id}} linked to {{order_number}} is now marked resolved. If you need further help, call {{support_phone}} or WhatsApp {{support_whatsapp}}.

Variables: {{grievance_ticket_id}}, {{order_number}}, {{support_phone}}, {{support_whatsapp}}

CTA: Rate Support -> #book-visit

Testimonial request

Collect post-service testimonials with consent.

Thank you for trusting Mason Company for {{order_number}}. Your feedback helps other families make confident safety decisions. Would you like to share a short testimonial?

Variables: {{order_number}}

CTA: Share Feedback -> #outcomes

Booking received

Confirm booking receipt.

Mason Company booking received: {{order_number}}, {{package_name}}, {{city}}, {{package_price}}.

Variables: {{order_number}}, {{package_name}}, {{city}}, {{package_price}}

Booking confirmed

Share confirmed slot.

Mason Company booking {{order_number}} confirmed for {{visit_date}}, {{visit_time_slot}}.

Variables: {{order_number}}, {{visit_date}}, {{visit_time_slot}}

Technician assigned

Share assigned technician details.

Mason Company update {{order_number}}: Technician {{technician_name}} assigned for your visit.

Variables: {{order_number}}, {{technician_name}}

Technician en route

Enable secure arrival verification.

Mason Company tech {{technician_name}} is en route for {{order_number}}. Arrival OTP: {{otp_code}}.

Variables: {{technician_name}}, {{order_number}}, {{otp_code}}

Visit started

Confirm work start.

Mason Company work started for {{order_number}} by {{technician_name}}.

Variables: {{order_number}}, {{technician_name}}

Work completed

Close service with OTP checkpoint.

Mason Company work complete: {{order_number}}. Share completion OTP {{otp_code}} after review.

Variables: {{order_number}}, {{otp_code}}

Payment collection request

Collect payment clearly.

Payment due for {{order_number}}: {{amount_paid}} via {{collection_method}}.

Variables: {{order_number}}, {{amount_paid}}, {{collection_method}}

Payment received

Confirm payment closure.

Payment received for {{order_number}}: {{amount_paid}}. Thank you for choosing Mason Company.

Variables: {{order_number}}, {{amount_paid}}

Online payment success

Confirm online payment.

Online payment successful for {{order_number}}. Amount: {{amount_paid}}.

Variables: {{order_number}}, {{amount_paid}}

Online payment failed

Recover failed payment.

Online payment failed for {{order_number}}. For support call {{support_phone}}.

Variables: {{order_number}}, {{support_phone}}

Order cancelled

Confirm cancellation.

Booking {{order_number}} has been cancelled. Rebook anytime on the Mason Company website.

Variables: {{order_number}}

Partial refund initiated

Provide partial refund status.

Partial refund initiated for {{order_number}}: {{refund_amount}}. ETA {{refund_eta}}.

Variables: {{order_number}}, {{refund_amount}}, {{refund_eta}}

Full refund initiated

Provide full refund status.

Full refund initiated for {{order_number}}: {{refund_amount}}. ETA {{refund_eta}}.

Variables: {{order_number}}, {{refund_amount}}, {{refund_eta}}

Six-month check-in invite

Invite customer for paid check-in add-on.

Mason Company Care check-in due for {{order_number}}. Paid add-on available in {{city}}.

Variables: {{order_number}}, {{city}}

Grievance acknowledged

Acknowledge grievance.

Mason Company ticket {{grievance_ticket_id}} created for {{order_number}}. Update soon.

Variables: {{grievance_ticket_id}}, {{order_number}}

Grievance resolved

Close grievance communication.

Mason Company ticket {{grievance_ticket_id}} resolved for {{order_number}}. Need help: {{support_phone}}.

Variables: {{grievance_ticket_id}}, {{order_number}}, {{support_phone}}

Testimonial request

Collect testimonial post completion.

Thank you for booking {{order_number}} with Mason Company. Reply with your feedback.

Variables: {{order_number}}