Create and use message templates

Message templates let you save common replies and reuse them across conversations. You can add merge fields like {{first_name}} to personalize messages automatically, and choose whether each template is shared with your workspace or kept personal to you.

Create a template

1. Go to Templates in the sidebar.

2. Click Create Template.

3. Enter a Name for the template (for example, "Welcome Message").

4. Optionally add a Description to help you and your team understand when to use this template.

5. In the Body field, write the message you want to reuse. You can type static text, or use merge fields to personalize the message — see below for details.

6. Choose whether to share the template:

   • Share with workspace checked: The template appears in the Workspace section for everyone in your workspace.

   • Share with workspace unchecked: The template remains Personal and only you can see and use it.

7. Click Save.

Note: Personal templates are useful for replies you use often but that don't need to be consistent across your team. Workspace templates are better for onboarding messages, appointment reminders, and other standardized responses your whole team should use.

Insert a template into a conversation

1. Open a conversation.

2. Click Templates in the composer toolbar.

3. Use the search field to find a template, or browse the Personal and Workspace sections.

4. Click a template to insert its body text into your message.

5. Edit the message if needed, then send.

When you insert a template, merge fields are filled in straight away using the linked contact's details, so you see the final, personalised text in the composer. You can review and edit it before sending.

Merge fields

Merge fields automatically pull information from the contact linked to your conversation. When you click Contact Fields in the template editor or composer, you'll see:

• Standard fields: First Name, Last Name, Phone, Email, Company

• Custom Fields: Any custom fields your workspace has defined (such as Account Status or Membership Tier)

Clicking a field inserts its placeholder — for example, {{first_name}} or {{custom.account_status}}.

What happens when a contact doesn't have a value

If you send a message containing merge fields and the contact's record is missing one or more of those fields, the placeholder is replaced with blank. You'll see a warning: Some merge fields could not be replaced.

For example, if you send Hi {{first_name}}, thanks for reaching out! and the contact has no first name on file, the recipient receives Hi , thanks for reaching out! with an empty space where the first name would have been.

Warning: Before sending a template with merge fields, open the contact panel and make sure the relevant fields are populated. This ensures your messages are properly personalized and avoids awkward gaps in your communication.

Manage templates

From the Templates page, you can:

• Edit any template to update its name, description, or body.

• Delete a template you no longer need.

• Toggle sharing by editing the template and checking or unchecking Share with workspace.

Shared templates show a "Shared with the workspace" label in the template list.