Why it matters
If you often send the same messages, it’s more efficient to use templates instead of typing them repeatedly. Templates are pre-written SMS messages that allow you to send consistent, well-crafted responses with a few clicks. They save time, reduce manual errors, and keep messaging consistent across your team. Templates can be used in any conversation, campaign, or automation.
Key concepts
Template: A reusable message that can be sent to multiple recipients. Templates support variables that insert personalized data automatically when sent.
Message Variable: A dynamic placeholder that automatically inserts data from a contact record, such as {{first_name}}.See Message Variables for more information.
Attachments: Files such as images, documents, or videos that can be added to a message.
Review Request Template: A pre-formatted message typically sent after a positive customer interaction, encouraging a public review.
Review Response Templates: A pre-formatted message used to reply to customer reviews. This can be used to thank customers, acknowledge feedback, or address concerns.
Permissions: Control who can view and use a template.
User: Only the creator can access the template.
Channel: Only selected channels can use the template.
Organization: All members in the workspace can access the template.
Step-by-Step: Creating a template from the Inbox
Go to your Inbox.
Click Templates at the bottom of the message editor to open the Template Management page.
Click + New Template.
Enter a template name and message body.
Use the variable picker to insert personalization fields like {{first_name}}.
Template body limit: 1,920 characters.
Template names must be at least 3 characters long.
Templates cannot be saved without a message body or attachment.
Attachments can be added by clicking the paperclip icon and selecting the file
Set permissions using the dropdown menu: User (default), Channel, or Organization.
(Optional) Configure the template:
Set as Review Request: Toggle on to use this template for review requests.
Set as Review Response: Toggle on to use this template for review responses.
A template cannot be both a review request and a review response.
(Optional) Schedule the template.
Toggle Schedule Template on.
Adjust the number of days using “+” or “–”. Setting 0 sends the message the same day.
Select a time and timezone from the dropdown menus.
Preview and save. Review formatting and variable placement, then click Save Template. The new template will be available across your workspace.
Creating a template from Settings
Go to Settings → Templates under Organization Settings.
Open Templates from the sidebar to access Template Management.
Click the “Add Template” button, and follow the same steps as above to create and configure a template.
Tips and best practices
Review imported data before using variables to ensure field names match.
Keep templates short and conversational.
Use clear, consistent naming conventions.
Preview templates before saving to check for variable or formatting issues.
Review templates regularly to remove duplicates and outdated content.
Templates cannot be both a review request, and a review response concurrently.
Troubleshooting
Issue | Possible Cause | Fix |
Variables aren’t populating | Variable doesn’t match a contact field, data is missing, or variable was typed manually. | Use the variable picker, verify contact data, and confirm field names. |
Wrong variable data appears | Incorrect variable name |
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Copied template from another workspace | Reinsert variables from the variable picker and test with a sample contact |
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Related guides
Template Permissions
Importing Templates
Using Message Templates
WhatsApp Message Templates
Using Templates in Campaigns
Using Templates in Sequences