Overview
Many automations send emails or text messages to leads and customers. These messages are powered by communication templates — pre-written messages you create and store in Chariot. Before an automation that includes a Send Email or Send SMS action can go live, it needs a communication template connected to it.
Creating a New Email Template
If you are not already familiar with drafting and editing Email and SMS (Text) communications, we highly recommend you review these articles/ videos first on drafting and editing communication templates.
Go to Settings and click Edit Message Templates, then select Create Template in the top right.
Give your template a clear internal name (customers won't see this).
Add your email subject
Select Email under Channel
Toggle Workflow Template to on
Use the email editor to write your message. Insert dynamic fields (merge tags) to personalize the message with information like the customer's name, move date, company name, or estimate amount.
Preview and test the email to confirm it renders correctly and the dynamic fields populate as expected.
Click Save.
Creating a New SMS Template
Go to Settings and click Edit Message Templates, then select Create Template in the top right
Give your template an internal name.
Add a subject (note: texts may require a subject, but it will not be shown to customers)
Select SMS in the under Channel
Toggle the option for Workflow Template to on
Press Create & Configure
Write your message. Keep it concise — SMS messages over 160 characters split into multiple segments. Shorter, direct messages perform best.
Use merge tags (A.K.A dynamic fields) to personalize where appropriate (e.g., customer first name, move date).
Click Save.
Tip: Keep SMS templates friendly and specific. Avoid vague messages — customers should immediately understand why they're receiving the text and what you want them to do.
Connecting a Template to an Automation
Once your template is saved, you'll need to connect it to the relevant automation action before publishing.
Open the automation you want to edit from the Automations tab.
Click Edit Automation in the top right.
Navigate to the Automation Steps section
Find the Send Email or Send SMS action step and click the drop down for the email or text. (Note if you want to send only an email or text leave the one you don't want sent blank)
In the template selector, search for and select the template you want to use.
Save the automation.
Publish the automation if you are ready for changes to take effect.
Important: An automation with a Send Email or Send SMS action that has no template connected will not be able to fire that action. Always confirm templates are attached before publishing.
Tips for Communication Templates
You can connect the same template to multiple automations, or create unique templates for each one depending on context and tone
Have a team member review templates before going live — especially for customer-facing messages
Name templates clearly so they're easy to find when connecting to automations (e.g., "Estimate Follow-Up – Day 1 – Email")
Use dynamic fields consistently so messages feel personal, not generic