Saved text templates are the texts your office sends again and again, written once and shared with the whole team. They sit in the same Templates list as the built-in texts, one click from the message box in any customer conversation.

Before you start

  • Business texting has to be live. See Sending and receiving SMS.
  • Anyone who can text customers can create and edit templates. Deleting one needs full access to conversations (owners and admins by default).
  • Templates are for one conversation at a time. There's no bulk or group texting to customers.

Where templates live

Open any customer conversation in Conversations → Messages (or the Communication tab on a customer's profile) and click More next to the message box. The list is headed Templates:

  1. The five built-in texts: Confirm appointment, Tech running late, Reschedule, Estimate follow-up, Invoice reminder.
  2. After a thin line, your shop's own templates, in name order. Each row shows the name and the first line of the message.
  3. Ask for a review, which sends your review link straight away (not a template).
  4. Create new template.

The Templates list open above the message box: the five built-in texts, Ask for a review and Create new template, with the More button below

Create a template

  1. Click More, then Create new template.
  2. In the New text template window, type a Name: this is what you'll see in the list, up to 60 characters. Something like Filter reminder or Directions to the shop.
  3. Type the Message, up to 1,600 characters. The counter under the box shows how much you've used.
  4. Click Save template.

The window says it: Saved for your whole team. Pick it from More → Templates in any conversation. Everyone in the office sees the new template right away.

The New text template window with a Name, a Message, the character counter and the Save template button

Use a template

Click More, then click the template. Its text lands in the message box. Nothing sends until you press Enter or click send, so you can change a name, a date or a price first. Your business name is added to the front of the text when it goes out, as with every text.

Edit a template

  1. Click More and hover the template's row. A pencil appears on the right (Edit template).
  2. Click it. The Edit template window opens with the current name and message.
  3. Make your changes and click Save template.

The Templates list with a saved template's row hovered and the pencil showing on its right

The change applies for everyone from then on. Texts already sent don't change.

Delete a template

Owners and admins (anyone with full access to conversations) see Delete at the bottom of the Edit template window.

  1. Open the template for editing and click Delete.
  2. Confirm Delete this template? with Delete template.

The template is removed for everyone on your team. Messages already sent are not affected.

Good to know

  • Shared, not personal. A template saved by one dispatcher shows up for every teammate who can text. There are no private templates.
  • Plain text. Templates hold words only. To send a photo or a document, add it with the paperclip after you pick the template. See Sending photos and files by text.
  • Emojis are removed when a text goes out, so leave them out of the template.
  • Invoice and estimate links have their own shortcut buttons above the message box (Send invoice link, Send estimate link). A template can't pull in a link on its own.
  • Automatic texts (confirmations, reminders, on-my-way) are not templates. Turn those on and change their wording in Automations. See Changing the wording of a built-in message.