Why it matters
Template permissions control who in your organization can view and use SMS templates. Setting permissions correctly ensures message consistency while allowing flexibility for individual users, specific locations, or the entire organization.
Key Concepts
SMS Template: A pre-written text message that can be reused in conversations or campaigns.
Permissions: Access settings that determine who can view or use a specific SMS template.
User, Location, Organization: Permission levels that define which users in Whippy can access the template.
Step-by-Step: Set Template Permissions
Navigate to your Omnichannel Inbox.
Click this link to open it directly.
Open any conversation.
You can create or manage SMS templates from any conversation in your inbox.
Click “Templates.”
In the conversation view, click Templates to open the templates management panel.
Click “Add Template.”
Select Add Template to open the creation form.
Fill out template details and choose permissions.
Enter a Template Name and write your SMS Message Content.
Choose the permission level:
User: Only you (the creator) can view and use the SMS template.
Location: Only users from a specific location can access it.
Organization: All users across the organization can view and use it.
Click “Save Template.”
Once finished, click Save Template to apply your settings.
Success!
Your SMS template is now saved and visible to users according to the permissions you selected.
Tips and Best Practices
Use User-level templates for personal or one-off messaging.
Use Location-level templates for region- or team-specific communication.
Use Organization-level templates for company-wide standardized messages.
Review permissions regularly to keep templates organized and relevant.
Troubleshooting
Issue | Possible Cause | Fix |
Teammate can’t see a template | Permission set to User | Change the permission to Location or Organization. |
Template missing | Not saved properly | Reopen Templates and ensure you clicked Save Template. |
Wrong users accessing a template | Incorrect permission level | Edit the template and update the permission. |
Related Guides
Creating and Managing SMS Templates
Using Message Variables in the Editor
Managing Signatures and Permissions
Navigating the Omnichannel Inbox