Introduction to SMS & Email Templates

In the Conversations section of your CRM, the Templates tab enables you to design both SMS and email templates. These templates are invaluable for sending consistent, manual messages to clients. You can customize them by adding various elements, including personalized values, trigger links, and attachments, to fit different communication needs.

Important: Access to certain features may depend on your user permissions.

Overview of Existing Templates

If you have already created templates in your CRM, they will be listed here. Each template is identified by four key components: name, message content, attachments, and type.

Template Name

On the far left of the Message Templates section, you’ll find a list of your existing templates identified by name. 

Template Body

Adjacent to the name column, you’ll see the content of each message template. 

Template Attachments

Following the message content, you can view any attachments included in your templates. 

Template Type

On the far right, under the Type column, each template is categorized as either an SMS or email template. 

Editing Templates

To modify or view a template, click the edit icon (a box with a pencil) next to the template name and body. This will open a popup displaying the template details, where you can make edits or test the message. Remember to click the green Save button at the bottom after making any changes. 

Deleting Templates

If you wish to remove a template, click the trashcan icon next to the template you want to delete. Please be certain before deleting, as this action is irreversible. 

Creating New Templates

To create a new template, click the green + Add Template button located on the far right of your screen. A dropdown menu will appear, allowing you to select either an SMS or email template. After selecting, a popup will prompt you to enter the template details.