Speed to lead and consistent messaging are the difference between a closed deal and a ghosted thread. The Inbox Message Presets (Templates) allow your team to save the best-performing pitches, common objection handlers, and frequently sent links for instant reuse.
Instead of manually re-typing the same answers, you can load a polished, personalized reply in a couple of keystrokes.
Important Notes
The ability to create and modify core message templates is available to Super Admins and Sales Managers to maintain control over the company's messaging.
Admins can provide additional permissions to other users from the User Management → Roles page.
Getting Started
Navigate to 
Settings → Message Presets to start building your repository, by clicking on the "New message preset" button.
A new dialog window for creating new message preset will show where you will be able to enter:
Name of the message preset
Message template
Up to 2,000 characters in total
Options to include emojis, upload media and/or iClosed variables (Contact, Call, Event, Deal and User fields)
Formatting options: Bold, italic, strikethrough, clearing formatting
Bulleting/Numbering options
Pro Tips
Use keyboard shortcut to load iClosed variables by typing '$' dollar sign in the message section
Standardize naming convention for your template title (e.g., Pricing Breakdown) and save your message preset with an easy-to-remember short name so the team members can find and identify them easier.
Combine text with media files, loading it from your device or iClosed Media Library.
Variables
Message Presets natively support iClosed Variables to automatically tailor every text to the specific prospect from Objects & Fields section in the Settings → Tracking → Objects & Fields.
Objects and fields you can load are system and custom fields in following groups:
Contacts
Calls
Deals
Events
Users
Invitee Questions
By inserting a variable into your preset, the system pulls live data from the contact's card the moment you load the template. Here're few examples:
Variable Shortcut | Auto-Populates With... | Use Case Example |
{{contact.firstName}} | The lead's first name | "Hey John, great speaking with you today..." |
{{user.name}} | The assigned team member's name | "Best regards, Sarah" |
{{call.inviteeDateTime}} | Event booking time as per invitee time zone | "See you on our strategy call at 3:00 PM" |
{{call.location}} | Event meeting link | "Join the call here: [URL]" |
Learn more about Objects & Fields here.
How to use Message Presets in chat
Here's a short video tutorial on how you can include message template in in Inbox Chat:
Step by step:
Click into the Smart Message Composer text area.
Type the
#symbol to trigger the instant dropdown menu of your saved templates.Keep typing to search by title keyword (e.g.,
#pricingor#objection).Select the preset. The text will populate, the dynamic variables will resolve automatically, and you are ready to hit Send.
Pro Tips
Integrating presets into your daily workflow keeps your setters and closers running at peak efficiency:
Lightning-Fast Access: Bring up your entire template library right within the message composer without switching tabs or opening external document files.
Omnichannel Compatibility: Create a response template once and deploy it instantly across any connected channel—whether it’s a quick WhatsApp message, a formal email via Gmail/Outlook, or an SMS/iMessage thread.
Unified Brand Voice: Ensure your entire sales team uses standard, high-converting language. Updates to a core template sync globally so no one accidentally quotes outdated pricing or uses unapproved pitches.
Error Reduction: Prevent typos, broken links, or missed details when sending complex info like booking links, contract steps, or pricing breakdowns.
Best Practices
Here are the best practices for building and organizing your templates to maximize team speed while maintaining an authentic human touch.
Standardize Naming Conventions
Use a clear, searchable prefix system so your team can find assets in seconds using the # search or library search bar
[STAGE/INTENT] - [NAME]
Examples: *
#Intro - Cold Outreach Greeting#Objection - Pricing Too High#FollowUp - Call Started#Booking Link - Representative Name
Core Presets
Don't clutter your library with hundreds of hyper-specific scripts that confuse your team. Keep a lean repository of templates that actively move the needle and handle the core conversation milestones:
The High-Hook Intro: A compelling greeting framework designed to spark an immediate response.
The Value Drop: A template engineered to pitch your main offer succinctly when a lead asks what you do.
The Frictionless Booking Pitch: A clean script wrapping around your scheduling link to transition the chat to a calendar event.
The Pre-Call Reminder: A template that leverages {{call.inviteeDateTime}} to confirm scheduling and reduce no-shows.
The Primary Objection Handlers: Pre-saved scripts addressing common friction points like price, timing, or authority.
Template Audit & Clean Up
As your offers, calendar systems, and sales strategies evolve, your preset library should too.
Version Control: Immediately delete old versions of objection handlers or outdated scheduling pitches. There is nothing worse than a Setter accidentally sending last year's packaging details or an expired calendar link to a hot prospect.
Variable Validation: Periodically check that all active templates are using correct dynamic variable syntaxes (like
$contact.first_name) so messages never deploy with raw, broken placeholder code.
Optimize for Mobile & Channel Delivery
Most of your leads will view your messages on their phones via WhatsApp or SMS. Your text styling must adapt accordingly.
Spacing Matters: Break long paragraphs into short, digestible 1-2 sentence blocks. Large walls of text look overwhelming on a mobile screen and kill response rates.
Formatting Tokens: Use native channel formatting within your presets where appropriate.
Keep Links Clean: Avoid stuffing templates with multiple raw URLs. Use one clear, dynamic action link to keep mobile carrier spam filters from flagging your outreach number.
Combine Presets with Media Library Assets
The "Golden Rule" of using presets: Never send a file alone, and never pitch a file manually.
A document or video sent without an introduction looks robotic, while typing out an introduction manually defeats the purpose of speed-to-lead.
Create a dedicated Message Preset designed specifically to introduce an asset from your Media Library
Example: Use your preset shortcut to populate: "Hey $contact.first_name! I just pulled up that case study document we talked about. Check out the transformation metrics—it's exactly what you're looking to build." directly before attaching the corresponding PDF from your library.
Learn More