How to write Instructions
The Instruction field can be notes for the assistant or the exact first message, depending on how you write it.
Use it from Aventora CRM (Quick Aventora, Start New, table channel icons, or bulk engage) and from Engagement Hub (Single Call, Bulk Call, campaigns). Click the info icon next to Instruction in CRM Engage for the same guide in the app.
Two ways to write it
| How you write it | How Hub treats it | What the customer gets |
|---|---|---|
| Unwrapped text | Notes (Override). Hub polishes a short first SMS or greeting. | Rewritten copy. Links are often dropped unless you said to include the exact URL. |
Whole message wrapped in [...] | Send as written | Your text, after {field} tokens are filled. URLs stay. |
Send as written (keep an Instagram link):
[Hi {name}, here’s our new Instagram post: https://www.instagram.com/p/abc123/]
Wrap the whole SMS. Do not wrap only the URL in a second pair of brackets.
Write notes (Hub rewrites):
New products at Aida Gharaee. If they reply, share a couple of highlights and offer a visit or a call.
Field tokens
Use {field} (or {{field}}) in both modes. Unknown tokens are removed.
| Token | Fills with |
|---|---|
{name}, {firstName}, {first_name} | Contact first name |
{lastName}, {last_name} | Contact last name |
{fullName}, {full_name} | Full name |
{organization}, {provider} | Company / provider name (Hub) |
{jobTitle} | Job title (CRM) |
{agentName}, {agent_name} | You (CRM) |
{brokerageName}, {brokerage_name} | Workspace / company (CRM) |
{agentPhone}, {agent_phone} | Your engagement callback number (CRM) |
Hub also still substitutes the word customer and [CLIENT_NAME] in script openings.
What happens after they reply
| Step | What happens |
|---|---|
| First SMS / opening | Notes are polished, or a [...] wrap is sent as written. |
| They reply | For Informational outreach that is not an interest check, the assistant continues your topic. |
| Interest-check briefs | If you asked whether they are still interested, a “yes” / “tell me more” can offer a callback (reply YES for a call, or STOP to opt out). |
| They want a person | If they clearly ask for a person or a phone call, Hub can notify your team. |
Reable Real Estate Engage packs still send canned SMS as written after tokens are filled (Hub script mode), without requiring [...].
How to write a good Instruction (notes)
Include all of the following when you can:
- Topic — what this outreach is about (new products, a reminder, a thank-you).
- Specifics — names, locations, dates, offers, or the exact URL they must mention.
- If they reply — what to share or offer next (highlights, a visit, answers to questions).
Write in plain language. You can write like notes to a colleague (“Let them know we have new products…”). Do not expect that wording to go out unchanged unless you wrapped it in [...].
Examples
| Weak | Better |
|---|---|
| Just wanna let you know that we have new products. | New products at Aida Gharaee. If they reply, share a couple of highlights and offer a visit or a call. |
| Follow up. | Follow up on last week’s meeting. Remind them of the Thursday 2pm slot and ask if that still works. |
| Are you interested? | Ask if they are still interested in learning more about our coverage. If they say yes, offer a callback. |
| Hi! Check out my Instagram: https://instagram.com/p/abc | [Hi {name}, here’s our post: https://instagram.com/p/abc] |
Choose the right type
| Type | Use when | If they reply |
|---|---|---|
| Informational | Announce or update (new products, thank-you, reminder). | Continues your instruction topic, unless you wrote an interest check. |
| Conversational | You want them connected with a person. | Asks availability and can notify you or bridge. |
| Confirmational | Confirm an existing appointment. | Confirm / reschedule / cancel flow. |
| Appointment Booking | Book a new time on a calendar. | Scheduling flow. |
| Pull | A multiple-choice question (feedback, timing, topics). | Records their choice. |
For a product announcement from CRM, keep Informational. Use Conversational only when the goal is a live conversation with your team.
In Aventora CRM
- Open a Person record (or select people on the list for bulk).
- Use Quick Aventora, Start New, or the SMS/phone/email icons.
- Pick a Quick Message Template, or Custom message.
- For Custom, choose Type and write the Instruction.
- Click the info icon next to Instruction for in-app examples.
- Choose channel, then Start or Schedule.
Related: CRM user guide — Engage by Aventora.
In Engagement Hub (Single Call)
Hub Single Call also has Instruction mode. Wrapping the whole message in [...] still sends as written, even if mode is Override.
| Mode | Meaning |
|---|---|
| Override (default) | Unwrapped instruction is a brief. Informational SMS is polished into a short first text unless you wrapped it in [...]. |
| Script | The instruction is the script (same as a [...] wrap). |
| Context | Full generic rules; instruction is extra context only. |
See also Engagement Hub Quick Guide.
Changelog
| Date | Change |
|---|---|
| 2026-09-15 | [verbatim] and {field} tokens: Wrap the whole Instruction in [...] to send it as written (links stay). Unwrapped text stays notes. Use {name} and related {field} tokens in both modes. |
| 2026-09-09 | Reable Real Estate packs: CRM Engage packs on reable_real_estate workspaces send interpolated SMS verbatim (Hub script mode). Email packs use inline HTML. Other CRM starts still use Override. |
| 2026-09-04 | New guide: How to write Instructions for CRM Engage and Hub. Informational replies continue the original topic unless the brief is an interest check. |