If you find yourself typing the same text over and over, save it as a template. Templates let you send a polished, consistent message in seconds, and they help every teammate sound the same.
What a template is
A template is a saved message you can reuse. It can include fill-in-the-blank fields (also called merge fields) that are filled in with a person's details when you use it. Fields are written with double curly braces, for example {{firstName}} or {{appointmentTime}}.
When you apply a template to a conversation, those fields are replaced with the real values before the message goes out. You can also preview the finished message first.
Why teams use templates
- Speed. Send a complete, correct message with a click instead of typing it out.
- Consistency. Everyone uses the same wording, so your business sounds professional.
- Fewer mistakes. No typos or missing details in your most important messages.
- Faster onboarding. New staff are effective on day one.
Creating a template
Give each template a short name, an optional category to keep things organized, and the message content with any fill-in fields you want.
A few field ideas you might use:
| Field | Fills in with |
|---|---|
| {{firstName}} | The contact's first name |
| {{lastName}} | The contact's last name |
| {{appointmentDate}} | An appointment date |
| {{appointmentTime}} | An appointment time |
| {{company}} | Your business name |
Example templates
Appointment reminder
Hi {{firstName}}, this is {{company}}. Reminder: your appointment is {{appointmentDate}} at {{appointmentTime}}. Reply C to confirm or R to reschedule.
Order received
Thanks for your order, {{firstName}}! We have it and will text you when it ships.
Quick acknowledgement
Got it, thanks! We will get back to you shortly.
Personal vs shared templates
- Personal templates are yours alone, handy for drafts and your own workflow.
- Shared templates are available to your whole team and are usually maintained by an admin so branding and compliance stay consistent.
Writing effective templates
- Keep it short. Aim to fit a single 160-character text when you can.
- Include a clear next step, such as "Reply YES to confirm."
- For any marketing message, include an opt-out line such as "Reply STOP to unsubscribe."
- Proofread once; you will send it many times.
A note on compliance
Templates make it easy to send the right message, and to remember required elements. Transactional messages people expect (appointment reminders, order updates, verification codes) generally do not require an opt-out line. Marketing messages (promotions, sales, newsletters) do, and should only go to people who opted in. See SMS Consent, STOP, and Opt-Outs for the details.
Read next
- Business Text Messaging: Getting Started
- SMS Auto-Responders