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Create a custom message template

Create reusable SMS, email, or app message templates in Scrypt HQ, using merge tags to personalise them.

Written by Scrypt Support

Overview

Custom message templates let you create reusable messages tailored to specific needs. You can send them by SMS, email, or app notification, depending on the customer's preference or the channel you select.

You can use them 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 a professional tone and accurate information across communications.

Personalisation

Use <<MergeTags>> for dynamic customer details.

Retention

Strengthen customer loyalty with timely, personalised support.

Scalability

Scale communications for a growing customer base without extra workload.

Step 1: Navigate to Communication Settings

  1. Log in to Scrypt HQ.

  2. From the top navigation bar, click Communications.

  3. In the top-right corner, click Settings to open the Communication Settings page, or go there directly.

Step 2: Create a new template

  1. Under Message Templates, the Custom Templates view is shown by default.

  2. Click + New Template.

  3. 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, for example <<FirstName>>, <<PharmacyName>>, <<PharmacyPhone>>.

  4. Click Save to complete the template.

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

Step 3: Use your template

You can use your saved Custom templates in several areas of Scrypt HQ:

  • Inbox replies

  • Customer profile Comms

  • Bulk communications

To apply a template:

  1. Click the Template dropdown, usually above the message field.

  2. Select your custom message template.

  3. Edit the message for this instance if needed. The original template stays unchanged.

Using merge tags

Merge tags automatically insert relevant details when you send a message. This makes recipients more likely to respond, especially for bulk communications.

Examples:

  • <<FirstName>> inserts the recipient's first name.

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

Keep the << >> syntax around each tag. If a tag is used but the field is empty in the customer's profile, it is 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 the type tags (Custom, Report) to tell use cases apart.

  • To delete a template, click the More Options button (...) next to it, then click Delete.

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>>.

HMR Summary

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

MedsCheck Invite

Dear <<FirstName>>, we invite you to a free Medication Review. 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 number: [number]

Reminder Service Follow-Up

Hi <<FirstName>>, it's been a year since your last review. Ask us at your next visit to complete a new 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

Merge tags not applying correctly

Incorrect formatting or missing data

Make sure tags use the << >> syntax and that the patient profile fields are filled. We recommend clicking the merge tags to insert them, rather than typing them out.

Template not visible in dropdown

Patient profile missing a mobile number

Add a mobile number to the patient's profile.

Cannot select Default templates

Defaults are system-bound

Use + New Template to create a Custom version of the Default template.

Need more help?

Contact the Scrypt support team at support@scrypt.com.au or 1800 SCRYPT (727 978).

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