Message templates let you save pre-written messages that you and your team can reuse across campaigns, inbox conversations, and other messaging flows. Instead of composing the same message from scratch each time, select a template and send — with personalization tags filled in automatically.
Key Features
Reusable Message Library
Create a library of saved messages for common scenarios — appointment confirmations, welcome messages, follow-up prompts, event announcements, and more. Templates ensure consistency across your team and save time on repetitive messaging.
Personalization with Merge Tags
Templates support merge tags like {first_name}, {company_address}, and custom fields. When a template is used, the tags are replaced with each customer's actual data, making every message feel personal.
Quick Access from the Inbox
When composing a message in the Inbox, you can insert a template with a few clicks. This speeds up one-on-one replies and ensures your team uses approved messaging.
Campaign Integration
Templates can be used as starting points when composing campaign messages. Select a template, customize it for the specific campaign, and send. This keeps your campaigns consistent with your overall messaging tone.
Team-Wide Sharing
Templates are available to all users on your account. When an admin creates a template, every team customer can use it — ensuring consistent language and branding across the organization.
How to Create a Message Template
Step 1: Navigate to Message Templates
Go to Settings → Message Templates to view your existing templates and create new ones.
Step 2: Create a New Template
Click Create Template and give it a descriptive name that your team will recognize — for example, "Welcome - New customer," "Appointment Confirmation," or "Event Reminder."
Step 3: Write the Template Content
Compose the message text. Use merge tags where appropriate to personalize the message for each customer.
Example templates:
Welcome Message:
Hi
{first_name}, welcome to our texting program! You'll receive updates about events, promotions, and important news. Reply STOP at any time to opt out.
Appointment Confirmation:
{first_name}, your appointment is confirmed for{appointment_date}at{appointment_time}. Reply YES to confirm or call us to reschedule.
Follow-Up After Visit:
Thanks for visiting,
{first_name}! We hope you had a great experience. Reply with any feedback — we'd love to hear from you.
Hours of Operation:
Our current hours are Monday–Friday 9 AM to 7 PM, Saturday 10 AM to 4 PM, closed Sunday. Visit us at
{company_address}.
Step 4: Save
Save the template. It is now available for use across your account — in the Inbox, in campaigns, and for all team members.
How to Use a Template
In the Inbox
When composing or replying to a message in the Inbox:
- Click the Templates button in the compose area
- Browse or search for the template you need
- Select the template to insert it into the message field
- Edit if needed, then send
In a Campaign
When composing a campaign message:
- Look for the template selector in the compose area
- Choose a template as your starting point
- Customize the content for this specific campaign
- Continue with campaign setup as usual
Tips & Best Practices
- Name templates clearly. Use descriptive names like "Welcome - New customer" or "Reminder - Appointment 24h" so anyone on your team can find the right template quickly.
- Use merge tags generously. Templates with
{first_name}and other personalization feel less robotic and more direct. - Create templates for your most common messages. If you send the same type of message more than twice, save it as a template.
- Review templates periodically. Update templates when your hours, policies, or offerings change. Outdated templates cause confusion.
- Keep templates concise. SMS is a short-form medium — templates should be brief and actionable.
- Include opt-out language in promotional templates. "Reply STOP to opt out" is a best practice for compliance and trust.
Common Questions
Can I organize templates into categories?
Template organization depends on your naming convention. Use prefixes like "Welcome -", "Reminder -", or "Follow-Up -" to group related templates together when browsing.