Message templates

Goal. Review and customise the automated messages the CRM sends to clients, in Spanish and in English, and give them an email design.

Prerequisites. The Administrator role. It opens from "Settings" › "Message templates". For messages to go out, the channels must be connected in "Settings" › "Integrations". Templates that are not campaign templates are also given to the AI assistant as "Approved replies".

The gallery

Every automated message has its template: "Welcome", "Missing documents", "Payment link", "Contract signed", "Payment received", "Lockbox sent / delivery", "Appointment reminder", "Upcoming appointment (auto reminder)", "Review and referral", "Form link (intake)" and "Client portal link". Each card states "Default text" or "Designed email".

Editing a template

1. Click the card. The editor shows the text on the left and, on the right, the message exactly as the client receives it over WhatsApp, SMS or email.
2. Pick the language with "Spanish" or "English"; each template has its version in each language and the client receives theirs.
3. Under "Message", write the text once: it powers WhatsApp, SMS and email. The "Subject" is used for email only. Below the text appear the available variables, for example {{nombre}}, {{organizacion}} or {{numero_caso}}; click one to insert it and it is replaced by the real data when sending. The preview on the right shows the message over "WhatsApp", "SMS" or "Email" with sample data.
4. Under "Email design", decide how the email goes out: "Simple: the email goes out with your brand header and the message text.", or a design with "Choose from designer" or "Create in designer"; "Remove design" returns to simple. WhatsApp and SMS always use the text.
5. Click "Save template". The CRM confirms with "Template saved (both languages)". "Back to templates" returns to the gallery.

Troubleshooting

• The message does not reach the client. The channel is not connected under "Integrations", or the client has no phone or email on their page.
• "No designs yet. Create your first one in the Email Designer." Design an email in "Email Designer" before choosing it here.
• A variable comes out unreplaced. Insert it with a click from the variable chips so the name is exact.
• The email goes out without the design although it was applied. Save the template after applying the design: 'Design "…" applied — save the template to confirm it'.