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How to Create and Use Message Templates

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Templates are the Text Request version of “stock” or “saved” messages. You can create a message once, save it, and then re-use it as often as you like.

You can also create unlimited templates for frequently asked questions and other common communications. Below we’ll show you how to create a template, and give you recommendations on using templates.

Two things to note:

  1. Only Administrators and Managers can access templates. For more details, view our User Permissions page.
  2. Templates operate on individual text numbers. If you have multiple text numbers, you’ll need to create templates for each.

How to Create a Template

  1. Go to the templates tab of your Settings menu option.
  2. Click the Add a Template button.
  3. Give your template a name (e.g. Google Review, Welcome Text, etc.).
  4. Type out the message you want to save. A character counter will appear to help you keep your message to within one text (160 characters). If needed, your message can be longer, but it will count as two texts towards your total usage. For more details, view our SMS 101 page.
  5. Click Submit. You can now add this template to messages.

Note, you can included links (URLs) in your template, but you cannot include images or other attachments.


How to Edit a Template

  1. Locate the template under the Templates tab of your Settings menu option.
  2. Click Edit next to the message.
  3. Make any needed changes.
  4. Click Submit to save your changes.

How to Delete a Template

  1. Locate the template under the Templates tab of your Settings menu option.
  2. Click Delete.
  3. Confirm.

How to Send a Template

If you're sending the template from the Compose Message box, choose the appropriate template from the Saved response dropdown menu.

Double check everything is how you want it (including the Recipient, Signature, attachments, and time to send). When you’re happy, click Send.

And if you're sending the template from a contact's thread, you'll press the folder icon to access your saved templates.

Recommendations for Creating Templates

Templates are best used for frequent situations or anything that needs explained. Here are a few common opportunities:

  • Frequently asked questions
  • Scripted sales or customer service follow-ups
  • Event details
  • Requests for online reviews
  • Scheduling confirmations and reminders

You can use templates for any situation you see fit. Here are a few questions you can ask yourself and your team to help determine which templates to create:

  • What are frequently asked questions for your business? Some businesses just save their FAQs as separate responses.
  • What messages would you repeat through call, text, or any other form of communication? Do you confirm appointments? Do you send thank you messages? Is there certain information you need to ask everyone for?
  • In what ways will your business be using Text Request? What kind of conversations will that entail? What sort of things will you likely repeat?

As a final tip, it’s best to keep your template below 160 characters so that it fits inside one text. Your message can be as long as needed, but longer messages send as multiple texts, which count towards your monthly usage. For more details, view our SMS 101 guide.