Templates
Reusable message content — written once, personalized per contact, and sent by hand or automatically from an Action Plan.
On this page
1What templates are for
A template is a piece of message content you write once and reuse. It has two jobs: it saves your team from retyping the same email for the hundredth time, and it makes automation possible — an Action Plan step doesn’t compose a message, it sends a template.
Templates carry tokens, so a single template still reads as if it were written for one person.
2The six template types
Templates aren’t one thing — each type is edited differently because each one does a different job.
| Type | Used for |
|---|---|
| Full formatted emails, with a subject line and rich content. | |
| Text (SMS) | Short message content. Plain text, no formatting. |
| Appointment Invites | The wording that goes out when an appointment is booked or confirmed. |
| Notes / Logs | Standardized note text, so activity gets logged the same way every time. |
| Task | Reusable task wording for work assigned to a user. |
| Signature | Your sign-off block, kept separate so it can be maintained in one place. |
Signatures are their own type on purpose
Keeping the signature separate means a phone number or title change is one edit, not an edit to every email template you own. Build the sign-off once and let your email templates carry the message only.
3Personalizing with tokens
Inside any template you can insert tokens — placeholders that resolve to each contact’s own values when the message is sent.
Hi {{client.firstName}}, your appointment with {{client.assignedUser}} is confirmed.
Use the token picker rather than typing tokens by hand. A mistyped token doesn’t resolve, and it goes out to the customer exactly as written.
Write for the empty case
Tokens resolve to nothing when the contact has no value in that field. “Hi {{client.firstName}},” becomes “Hi ,” for anyone missing a first name. Either keep such tokens away from the opening line, or make sure the field is always populated for the audience you’re sending to.
4Cloning and duplicating
You rarely need to start from a blank page. Templates can be duplicated to create a variant — a shorter version, a different offer, a seasonal rewrite — and cloned to copy a template to another account rather than rebuilding it there.
For franchise structures, cloning is what keeps corporate messaging consistent while still letting each location adjust the details it’s allowed to.
5Templates in an Enterprise structure
If your account sits beneath an Enterprise account, some templates may be locked. Locked content is visible but not editable — it opens read-only, so you can see exactly what customers receive without being able to change the wording.
This is deliberate. Locked templates are how a franchisor guarantees the same message goes out from every location. If you need a change, ask the Enterprise account holder; edits made upstream reach every sub-account automatically.
6Troubleshooting
My Action Plan sent a blank or broken message
Open the template the step points at and check its tokens. A token that no longer matches a field — usually because the field was renamed — resolves to nothing.
I can see a template but can’t edit it
It’s locked by your Enterprise account. That’s a setting, not a fault.
My SMS came out with formatting characters
Text templates are plain text. Content written for email won’t carry its formatting into an SMS — build the message in a Text template instead of reusing the email one.
7Related pages
- Tokens — the full catalog of placeholders you can insert.
- Action Plans — the sequences that send these templates automatically.
- Triggers — rules that launch a template when a contact meets a condition.