How do I use an SMS template?

Last updated: November 5, 2026

Use an SMS template to insert a saved message into the composer, personalize it with variables if needed, and send it faster.

Before you start

  • Open the conversation where you want to send the message.

  • Confirm the template exists and that you have permission to use it.

Steps

  1. Open the Omnichannel Inbox.

  2. Open the conversation where you want to send the SMS.

  3. Select the message editor.

  4. Select Templates.

  5. Search for the template you want to use.

  6. Select the template.

  7. Review the message in the composer.

  8. Confirm any variables populated correctly.

  9. Edit the message if needed.

  10. Select Send.

Tips

  • Always review variables before sending.

  • Use templates for common messages to keep tone consistent.

  • Edit the inserted text when the conversation needs a more personal response.

Troubleshooting

  • If a template is missing, check template permissions.

  • If variables do not populate, confirm the contact has the required data.

  • If template edits do not save, make sure you save the template after editing.