Why use Message Templates?
Message Templates are an excellent way to streamline communications processes via Interactions to ensure consistent recording of common interactions such as enquiries or complaints. It is also an excellent way to set up a branded Newsletter or Project Update for Group Mail.
Only Administrators can create Message Templates. These Message Templates are unique to the Project you create them in, with options to set to default, visible from a drop-down menu. made inactive, or deleted as needed.
Any Project User will be able to access the templates once created in the Project.
Accessing Message Templates
As an administrator, go to Admin Settings > Account Configuration and select Message Templates.
Screenshot shows the location in the Admin Menu > Account Configuration > Message Templates
The Message Templates interface is shown in a grid format, with a radio button toggle to show Group Mail or Interaction Templates. You can edit existing templates or create new templates from this interface:
Screenshot shows the Message Templates interface, with the menu location outlined, an arrow pointing to the Add Template button and the edit / delete icons circled to the right of a message template row
Adding a Message Template for Group Mail
Select the "Group Mail" radio button and then select "Add Template". By default, this will take you to the settings Tab of a new template.
Click the Edit button for Template Details. Add a Template Title and Description and then Save. You can also share this template across your other projects.
Screenshot showing adding Template Details via the Template Setting Tab
3. This will then take you to the Content Tab of the template. Format your template via the style sheet editor on the right or directly import HTML/CSS code. You can read more in detail about this here <link to creating a group message template>
Screenshot showing the location of the HTML button in the top right to import via code
4. Remember to save any changes made by hitting the Save Icon in the top right.
Creating a Message Template for Interactions
Select the "Interactions" radio button and then select "Add Template".
Enter key questions or details in the template to guide users in what information to capture (for Interactions) or how to populate the information. Use formatting options in the WYSIWYG (what you see is what you get) editor such as headings or numbered lists. Click on the ellipsis "..." button to expand to find rich media and embedding options.
Make sure it is ticked 'Visible' and optionally set it as the Default template for Interactions.
Once all key details are added, click on "Save" to save the template.
Screenshot of the Add new template pop-up window, the Cancel and Save buttons are outlined
Using the Interaction Template
To apply a Message Template, go to +Create > Interaction or Group Mail. In the record pop-up window, select the appropriate template from the drop-down list of templates available.
Screenshot of the Add new Interaction pop-up window with an arrow pointing to the outlined Template Field - it is populated with a template "Phone call received"
Edit an existing Template
Go to Admin Settings > Account Configuration > Message Templates
Choose the radio button toggle for Group Mail or Interaction to locate the Template you want to edit.
Hover over the Template row and click the pen to the right of the row to edit. Group Mail templates have the ability to be duplicated.
Edit the template as needed.
To make the Template inactive, untick 'Active'.
Click out of the window to save the changes - note there will be a green tick that shows next to the Message Templates header.
Screenshot of the Message Templates interface with an arrow pointing to the edit and delete icons in a hovered row for Interactions; and with the green saved tick circled next to the heading in the top left
Notes:
Ensure that all key details are accurately entered in the template to provide clear guidance to team members.
Avoid making the template too lengthy or complex, as it may lead to confusion during interactions.
Regularly review and update templates to ensure they reflect current processes and requirements.
Encourage team members to familiarise themselves with the available templates to streamline the interaction process.
Utilise formatting options like bold headings to make key details stand out for easy reference.
For more help
For more information, to arrange a demo or for product training please contact our Customer Success Team or email [email protected].