Reuse replies with message templates
Insert saved wording into a text or email reply in two clicks, with the client's name filled in for you.
If you send the same few replies every week (session reminders, "thanks for reaching out", how to book), templates save you retyping them. Pick one, check it, and send.
Before you start
- Time: 2 minutes.
- You need: an open conversation in Conversations.
Steps
- Open the conversation you're replying to.
- Click Templates on the bottom row of the reply box. The Message Templates & Merge Fields window opens.
- Find a template. Type in Search templates..., or click a category: All, Welcome, Appointments, Follow-up, Thank You or Promotions.
- Check the length. Each card shows an estimate like "83 characters · 1 segment · GSM-7". For texts, one segment is cheapest. Emoji and some symbols shrink how much fits in one segment.
- Insert it. Click the template. The text drops into the reply box. Nothing sends yet.
- Make it personal. Edit the text in the box. A one-line personal touch goes a long way.
- Send it with the send button.
Add a client's details with merge fields
Merge fields are placeholders in curly braces that fill in when the message sends. Open Templates and click the Merge Fields tab to see the full list. Common ones:
| Merge field | Fills in |
|---|---|
{{contact.first_name}} |
The client's first name |
{{business.name}} |
Your business name |
{{system.current_date}} |
Today's date |
Blank details send blank
If a contact has no first name saved, {{contact.first_name}} sends as nothing ("Hi ,"). Glance at the contact panel before you send to someone new.
Check it worked
- The template text shows in the reply box before you send.
- After sending, the thread shows the message with the real name, not the curly braces.
If something's off
- You can't find the template you want. Click All and clear the search box.
- You want your own templates in the list. Send us the wording you use most and we'll help you add them.
- The text is too long for one text message. Trim it, or send a short text with a link to more detail.
- You want a designed email, not plain text. Build it as an email template instead. See Create an email template.