If a customer (or your team) sees a message with bracketed text in it — something like [COMPANY NAME] or [SERVICE AREA] where real words should be — here's what's going on and what to do.
What it means
Your automatic messages are assembled from your shop's details: your company name, your service area, your booking links, your fees. Each of those details lives in one place and flows into every message that uses it.
Bracketed text in a sent message means one of those details needs attention — the message reached for a value and found the placeholder instead. It's deliberately loud and obvious so it gets caught instead of sending something silently wrong (like a blank where your diagnostic fee should be).
What to do
- Screenshot the message (or copy the text).
- Tell support — include the screenshot and which customer received it.
- That's it. Filling in the value is a one-minute fix on our side, and every future message that uses it is instantly correct.
Do I need to worry?
No. This is a cosmetic hiccup, not a system problem — the booking, the job, the follow-up all still work. It mostly (rarely) shows up in the first days after go-live or after a change, and one report kills it permanently for every message that uses that value.
If the customer asks about the odd text, honesty plays fine: "New system — thanks for catching that!" Then send it our way.