How do I update an SMS template?

Last updated: November 5, 2026

Update an SMS template when the saved wording, variables, or permissions need to change.

Before you start

  • Open a conversation where you can access SMS templates.

  • Confirm you have permission to edit the template.

  • Know what wording or settings need to change.

Steps

  1. Open the Omnichannel Inbox.

  2. Open any conversation.

  3. Select Templates.

  4. Search for the template you want to update.

  5. Select the edit or pencil icon for that template.

  6. Update the template name, message content, variables, or permissions as needed.

  7. Select Save Template.

  8. Insert the template into the composer to confirm the updated version appears correctly.

Tips

  • Review variables carefully after editing template text.

  • Keep organization-wide templates concise and consistent.

  • Notify teammates before changing templates used across the team.

Troubleshooting

  • If you cannot edit a template, check the template permission level.

  • If changes do not appear, reopen the Templates panel and select the template again.

  • If variables stop working, confirm the variable names and contact data are still valid.