Why it matters
Using SMS templates saves time and ensures consistent, accurate communication across your team. Templates can include personalized variables that automatically fill in contact details, allowing you to send tailored messages instantly.
Key Concepts
SMS Template: A reusable pre-written message that can be inserted into the message editor.
Message Editor: The text box where you compose and send messages in a conversation.
Variables: Dynamic placeholders that automatically populate with contact-specific information.
Step-by-Step: Use an SMS Template
Open a conversation.
Go to your Omnichannel Inbox and open the conversation where you want to send a message.
Open the message editor.
Click into the editor at the bottom of the conversation view.
Click the Templates button.
Click Templates to open the template selector.
Search or add a template.
Use the search bar to find an existing SMS template.
To create a new one, refer to Creating and Managing SMS Templates.
Select the desired template.
The available templates will appear under the search bar. Click the template you want to use.
Review and edit if needed.
The template text automatically appears in the message editor. If variables are included, they will populate with the correct contact details. You can make any additional edits before sending.
Send your message.
Click Send to deliver your personalized message.
Tips and Best Practices
Always double-check variable fields before sending.
Update outdated templates using the pencil icon in the Templates menu.
Use templates for common messages to maintain tone and consistency.
Combine templates with variables for efficient personalization.
Troubleshooting
Issue | Possible Cause | Fix |
Template not appearing | Permissions restricted | Verify template permissions (User, Location, Organization). |
Variables not populating | Missing contact data | Ensure all variable fields are filled in for the contact. |
Template edits not saving | Update not confirmed | Click Save Template after editing. |
Related Guides
Creating and Managing SMS Templates
Template Permissions for SMS Templates in Whippy
Using Message Variables in the Editor
Sending Messages from the Inbox