Templates
A saved template holds the message content a campaign sends. Templates live in their own library rather than inside a single campaign, so content is written once and reused across as many campaigns as needed.
The library is managed at organisation level. Campaign Managers, Admins and Org Admins open it from Templates in the sub navigation and create, edit, duplicate and delete templates there. Campaigners do not see the library. They pick a saved template from inside a campaign and apply it read only, or build a template in the campaign instead. See Roles and Permissions for the full breakdown.
Channels
Each template is either SMS or email, and the channel decides which editor opens.
| Channel | Editor | Covered in |
|---|---|---|
| SMS | A single page with a plain text message field, variable insertion, quick text, character counting and a phone preview | SMS Templates |
| A full screen editor covering body content, sender identity, attachments and default values, built with either the design or the code editor | Email Templates |
A campaign sends on one channel, so a campaign only offers templates that match its channel. Which channels are available at all depends on what an Org Admin has configured in Settings.
The Library
The Templates page lists every template in the organisation. It opens in grid view, and a toggle switches to list view for a denser layout with more detail per row.
| Control | What it does |
|---|---|
| Search | Filters the library by template name |
| Channel filter | Narrows the list to SMS or email templates |
| Create | Opens a menu to choose the channel, then opens the matching editor |
| Sort | Orders the library, with most recently updated first by default |
Each template shows an Edit, Duplicate and Delete action. What those do, and what happens to campaigns that already use a template you delete, is covered in Managing Templates.
Creating a Template
- Select Create on the Templates page.
- Choose SMS or Email from the menu.
- Give the template a name and, optionally, a description. Both are for the library rather than the recipient, so use a name colleagues will recognise.
- Build the content, then save.
Nothing is added to the library until the template is saved.
Personalisation
Both channels personalise the same way. Variables are placeholders that resolve to a contact's own data when a message is sent, and they draw on the reserved and custom contact fields held against each contact. A default value covers contacts that have no value for a field. See Variables and Default Values.
Templates and Campaigns
A campaign either applies a saved template from the library or uses a template built in the campaign itself. Applying a saved template is read only: the content is shown but cannot be edited in the campaign, and changes are made in the library instead. See Adding a Template.
A run keeps its own copy of the template it was created with, so editing a template in the library never changes a run that already exists. Later runs pick up the current content.
In This Section
- SMS Templates. The SMS editor, senders, character limits and opt out text
- Email Templates. The email editor, editor choice, sender settings and attachments
- Variables and Default Values. Personalisation, test data and what a contact sees when a value is missing
- Managing Templates. Edit, duplicate and delete