How to Create and Use Message Templates

How to Create and Use Message Templates

Create reusable text, select the correct template category and review personalized fields before sending or enabling an automatic reply.

Message Templates save text you use frequently. Saving a template does not send a message or enable an automatic reply. Insert reusable text into the appropriate composer and review it before sending.

Create a template

1. Open Conversations → Message Templates and click Add Template.
2. Enter a descriptive Template Name, such as “Appointment follow-up”.
3. Select its Category: New message, Auto-reply, Missed call or Group message. Match the category to where you plan to use it.
4. Write the template message. Use the insert-tag control if you need a supported contact field.
5. Review the wording and click Save Template.

Use it in a conversation

1. Open the customer's thread in Conversations → Inbox.
2. Click Message templates in the composer or the + menu.
3. Select the relevant template.
4. Check the inserted text, recipient, channel and business line. Correct missing or inappropriate personalized details.
5. Send only after reviewing the final message, or use Schedule send.

Use other categories

In Group Messages, use Templates when preparing a campaign. For Auto-reply and Missed call, open the corresponding phone-number settings and enter or paste the intended wording into the message fields. Those settings use text fields, not a template selector. Review each feature’s switch and save its settings separately. See automatic replies and missed-call replies.

Personalization and review links

A contact tag such as {#ContactFirstName#} depends on the contact's saved information. Check your records and the resulting message; do not assume every recipient has a first name. Personalization does not replace consent or guarantee delivery.

Review & social has its own templates in the Inbox + menu. Follow sending review requests and social links to create, preview and insert one. Saving the template does not send it.

If you no longer need the inserted text, use Discard draft to clear the unsent composer.

Need help?

Contact Zonitel Support with the relevant details.