SMS Templates

Updated: November 6, 2024

SMS Templates enable you to draft pre-set SMS messages that can be quickly sent from both the manager and agent dashboards. This feature saves time when sending messages that are similar in nature and/or need personalized messages using macros that contain contact-specific data.

Go to: Contact Center > SMS Templates

Click Create SMS Template to begin.



Name. Assign a name to the template for easy reference.

Body. Write the content of the message here. This is the text that will be sent.

Add Macro. Use macros to auto-populate fields in the SMS text. Select a macro from the drop-down menu (these are contact fields from your account) and click Add Macro to insert contact-specific data. See example below.



On the agent dashboard, the template can been selected and shown a preview before sending.



Conclusion

After setting up the template, test your SMS templates to ensure that macros populate as expected. Any empty contact fields will leave blank spaces in the message. Also, ensure the chosen macros have data for all recipients to avoid sending incomplete messages.

For any questions regarding this feature, please contact support.