Why it matters
Keeping your SMS templates up to date ensures your messaging stays accurate and consistent. You can adjust permissions, configure review or WhatsApp templates, and schedule when messages should send; all within one modal.
Key Concepts
SMS Template: A reusable text message that can be edited or configured with additional options.
Permissions Dropdown: A menu that defines who can view and use the template.
Template Toggles: Switches that let you set a template as a review request, review response, WhatsApp message, or scheduled message.
Step-by-Step: Update an SMS Template from the Message Editor
Open a conversation.
Go to your Omnichannel Inbox and open any conversation.
Click the Templates button.
Open the Templates panel from the message editor.
Click the Pencil icon.
Find the template you want to edit and click the pencil icon to open the Update Template modal.
Edit the template details.
You can update:
Template Name
Template Message
Set permissions using the dropdown menu.
Choose who can access the template:
User: Only the creator can view and use it.
Channel: Users in a specific channel can access it.
Organization: All users can view and use the template.
(Optional) Configure the template using toggles.
Set as Review Request: Toggle on to mark the template for review requests.
Set as Review Response: Toggle on to mark the template for review responses.
A template cannot be both a review request and a review response.
Set as WhatsApp Template: Toggle on to use the template for WhatsApp messaging.
Set as Schedule Template: Toggle on to schedule when the message sends.
Adjust the number of days using + or – (setting 0 sends it the same day).
Select a time and timezone from the dropdown menus.
(Optional) Delete the template.
Click Delete Template from the modal to permanently remove it.
Click “Update Template.”
To save all changes, click Update Template.
Step-by-Step: Update an SMS Template from Organization Settings
Go to Organization Settings.
Navigate to Settings → Message Templates.
Find the template to edit.
Locate the template and click the three vertical dots (⋮) next to it.
Select “Edit Template.”
The Update Template modal will open.
Edit or configure the fields.
Update the Template Name, Template Message, and Permissions dropdown, or adjust the toggles for Review Request, Review Response, WhatsApp, and Schedule Template.
Click “Update Template.”
Save your changes to apply them immediately.
Tips and Best Practices
Use the permissions dropdown carefully to control template visibility.
A template can only be either a review request or a review response, not both.
Schedule templates to send follow-up messages at set times.
Keep template names short and descriptive for quick identification.
Troubleshooting
Issue | Possible Cause | Fix |
Changes not saving | Update not confirmed | Click Update Template before closing the modal. |
Template missing | Deleted accidentally | Recreate or restore it from admin records. |
Wrong permissions | Incorrect selection | Adjust using the Permissions dropdown. |
Review request/response conflict | Both toggles enabled | Turn off one toggle before saving. |
Related Guides
Creating and Managing SMS Templates
Template Permissions for SMS Templates in Whippy
Using an SMS Template in Whippy
Using Message Variables in the Editor