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How to Create a Custom Message Template

Speed up messaging workflow times by using templates rather than typing the same message over,and over, and over and..

Justin avatar
Written by Justin
Updated over 2 months ago

Overview

Custom Message Templates in Scrypt are a valuable time-saving feature that allows pharmacies to create reusable messages tailored to specific communication needs. These templates can be delivered to customers via SMS, Email, or App Notification, depending on the customer’s preferences or the channel selected by the sender.

They can be used for:

  • Invitations to pharmacy services

  • Health condition awareness

  • Medication follow-ups

  • Introduction messages for new customers

  • Order and dispatch notifications

  • General FAQs and reminders
    ​

Benefits of Custom Message Templates

Benefit

Description

Efficiency

Streamline message creation and delivery.

Consistency

Maintain professional tone and accurate information across communications.

Personalisation

Use the provided <<MergeTags>> for dynamic customer details.

Retention

Strengthen customer loyalty with timely, personalised support.

Scalability

Scale communications for a growing customer base without added workload.

Step-by-Step Guide

1. Navigate to Communication Settings.

  • Log in to Scrypt HQ.

  • From the top navigation bar, click Communications.

  • In the top-right corner, click ⚙️Settings to open the Communication Settings page, or Click Here.

2. Create a New Template

  • Under the Title Mesage Templates, by default will be displayed Custom Templates.

  • Click + New Template.

  • Fill in the template form:

    • Template Type: Leave as Custom

    • Template Name: Enter a clear name that reflects the message purpose

    • Subject Line (optional): For email templates only

    • Content: Enter your message body and use <<MergeTags>> for personalisation

      E.g., <<FirstName>>, <<PharmacyName>>, <<PharmacyPhone>>

  • Click Save to complete the template.

ℹ️ Note: Default templates cannot be selected directly. If you wish to use a default-style message for manual sending, create a new Custom template with the same content.

3. Using Your Template
Your saved Custom Templates can be used in several areas of Scrypt HQ:

  • Inbox Replies

  • Customer Profiles Comms

  • Sending Bulk Communications

To apply a template:

  1. Click the Template dropdown usaully above the message field.

  2. Select your Custom Message Template.

  3. (Optional) Edit the message content for this instance — the original template will remain unchanged.

Using Merge Tags

Merge Tags automatically insert relevant information when sending the message. This is extremely helpful at icreasing the recipients likliness to respond to your mesage, especially Bulk Communication messages!

Examples:

  • <<FirstName>> → inserts the recipient’s first name

  • <<PharmacyPhone>> → inserts the pharmacy contact number

✅ Make sure to retain the << >> syntax around each tag.

If a tag is used but the field is empty in the customer’s profile, it will be replaced with a blank space.

Managing Templates

  • Use the Custom Templates table to view all saved templates.

  • Search templates by keyword.

  • Sort templates by Name or Created Date.

  • Use template type tags (Custom, Report) to distinguish use cases.

Example Custom Templates

Title

Message Preview

Inhaler Technique

Hello <<FirstName>>, here’s a quick video on proper inhaler technique: [link]. Questions? Reply here or call us at <<PharmacyPhone>>.

Sarah’s HMR Summary

Dear <<FirstName>>, this is Sarah from <<PharmacyName>>. Your medication review summary has been sent to your GP...

MedsCheck Invite

Dear <<FirstName>>, we invite you to a free MedsCheck. Book now: {{link}} – <<PharmacyName>>

Antibiotic Follow-Up

Hi <<FirstName>>, it’s been 3 days since starting your antibiotics. How are you feeling?

Weekly Wellness Tips

Greetings <<FirstName>>, from <<PharmacyName>>. Here’s this week’s wellness tip: [Topic]

7-Day Follow-Up

Hi <<FirstName>>, it’s been a week since we last spoke about your medication. How are you feeling?

Order Ready

Hi <<FirstName>>, your medication is ready at <<PharmacyName>>.

Tracking Number

*Hi <<FirstName>>, your order has been dispatched. Tracking #: ***

Reminder Service Follow-Up

Hi <<FirstName>>, it’s been a year since your last review. Ask us at your next visit to book one.

NDSS Supplies

Hi <<FirstName>>, your NDSS supplies are ready for pick-up from <<PharmacyName>>.

NovoPen Demo

Hi <<FirstName>>, watch this video on using your NovoPen: [link]. Call <<PharmacyPhone>> for help.

Troubleshooting

Issue

Possible Cause

Solution

MergeTags not applying correctly

Incorrect formatting or missing data

Ensure tags use << >> syntax and that patient profile fields are filled

Template not visible in dropdown

Patient profile missing mobile number

Add a mobile number to the patient's profile

Cannot select Default templates

Defaults are system-bound

Use ‘Add New’ to create a Custom version of the Default template

Still need help?

  • Live Chat: Click the big yellow button at the bottom right of the screen for instant assistance.

  • Email: Reach out to us at support@scrypt.com.au.

  • Phone: Call our support hotline at 1800 SCRYPT (72 79 78).

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