Message Templates

Message templates (also called snippets) are pre-written responses that can be inserted into any conversation with a single click. They save time on repetitive messages and ensure consistent, professional communication.

Where to find templates

Templates are located in the Conversations section. Look for the Snippets tab at the top of the conversations view. Templates are organized into folders for easy navigation.

Using a template

1. Open a conversation with a contact.
2. Click the Snippets icon or navigate to the Snippets tab.
3. Browse or search for the template needed.
4. Click the template to insert it into the message field.
5. Edit as needed, then send.

Templates can be used in both email and text message conversations.

What auto-populates

Templates can include custom fields that automatically fill in when the template is inserted. Common auto-populating fields include:

• Contact's first name. Personalizes the message without manual editing.
• Email signature. Appends the correct signature automatically.

This means a single template works across different contacts without needing to manually swap names or details.

Creating a new template

The easiest way to create a new template is to duplicate an existing one:

1. Navigate to the Snippets tab.
2. Find a template with the formatting and structure desired.
3. Click Duplicate Template.
4. Edit the content, subject line (if email), and name.
5. Save the template to the appropriate folder.

Organizing templates

Templates can be organized into personal folders. This keeps frequently used responses easy to find and separates individual templates from shared ones.

When creating or saving a template, make sure to save it in the correct folder. Use clear, descriptive names so templates are easy to identify at a glance.

Best practices

• Name templates intuitively. "Follow-Up After Demo" is better than "Template 3."
• Keep templates concise. The goal is to save time, not send walls of text.
• Review periodically. Update templates when messaging changes or new offers are introduced.
• Use custom fields. Let the system personalize messages instead of editing manually every time.