Create and Use SMS Templates
SMS templates let you save messages that your team uses regularly. A saved template can be added to a new SMS, campaign or Inbox conversation without typing the same message again.
Templates are shared with authorized users in the same Hosted SMS account. They are not shared with other customer accounts.
Navigate: Templates
Create a template
Step 1: Select Templates from the Hosted SMS navigation.
Step 2: Select Create Template.
Step 3: Enter a clear name under Template Name.
Step 4: Enter the message under Message.
Step 5: If required, use Insert customer field to add customer information to the message.
Step 5: Check the character and message-part counter.
Step 6: Select Save Template.
The new template will be available in supported message composers across the same Hosted SMS account.
Edit a template
Step 1: Go to Templates.
Step 2: Find the required template.
Step 3: Select Manage.
Step 4: Update the template name or message.
Step 5: Select Save Template.
Updating a template does not change messages or campaigns that already contain a copy of the previous template text.
Delete a template
Step 1: Go to Templates.
Step 2: Select the delete icon beside the required template.
Step 3: Review the confirmation and select Delete.
⚠️
Deleting a template cannot be undone. Existing drafts, campaigns and sent messages are not changed.
Template access
The Templates page and its management actions are available only to users who have been given the Templates permission.
An administrator can manage this permission under Configuration > Portal Access. Removing the permission prevents the user from managing the shared template library but does not delete saved templates.
Add customer fields
Customer fields insert information from an Address Book contact into the message when it is sent. Available fields include:
- First Name
- Last Name
- Company
- Custom 1 to Custom 4
On the Send SMS page, customer-field templates are available when sending to contacts selected from the Address Book. They are also available when creating a campaign. These templates cannot be selected for manually entered numbers, CSV recipients or Inbox conversations because those message types cannot replace the fields with contact information.
Make sure the required contact information is available in the Address Book before sending a message that uses customer fields.
Use a saved template
Send an SMS
Step 1: Go to SMS Send.
Step 2: Choose how you want to add the recipients.
Step 3: Under Select Receiver, choose the required receiver option. Templates can be used with any receiver option, but templates that contain customer fields are available only when Address Book is selected.
Step 4: Under Template (optional), select a template.
Step 5: Review the saved message, or use Insert customer field and enter a custom message.
Step 6: Make any required changes, then send the message as normal.
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Templates that use customer fields are available only when Address Book is selected as the recipient source. Templates without customer fields can also be used for manually entered numbers and CSV recipients.
Create a campaign
Step 1: Go to Campaign and select Create New.
Step 2: Complete the campaign details and select the audience.
Step 3: Under Template (optional), select a template.
Step 4: Review the saved message, or use Insert customer field and enter a custom message.
Step 5: Complete and schedule the campaign as normal.
Users with permission to manage templates can select Create beside the template field. This opens the Templates page with the create form ready to use.
Edit a scheduled campaign
Step 1: Go to Campaign and select Scheduled Campaign page.
Step 2: Select Manage for a campaign that has not started sending.
Step 3: Under Template (optional), select a template.
Step 4: Review the updated message, then save the campaign.
The template field is not available after a campaign becomes view-only.
Use a template in an Inbox conversation
Inbox conversations support saved templates that do not contain customer fields.
Step 1: Create and save a template without customer fields. See Create a template above.
Step 2: Go to Inbox.
Step 3: Start a conversation or open an existing conversation.
Step 4: Under Template (optional), select the saved template.
Step 5: Review the message that is copied into the message field, then send it as normal.
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Templates marked uses customer fields cannot be selected in Inbox because Inbox does not currently retrieve the Address Book information needed to fill those fields.
Replacing an existing message
If the message field already contains text, you will be asked whether you want to replace the current draft. Select Replace only when you are ready to overwrite it.
Selecting No template does not clear the current message. You can continue editing it as a custom message.