Message Templates are a powerful way to streamline communication within your organisation. Instead of writing the same messages over and over again, you can use predefined templates that are ready to send to customers in just a few clicks.
By using templates, you save time and reduce repetitive work. There’s no need to rewrite boilerplate information such as greetings, sign-offs, or standard explanations. Simply select the template that fits the situation, personalise it if needed, and send.
Benefits of message templates
Consistency – Ensure that every customer receives messages in the same professional and friendly tone.
Efficiency – Save valuable time by reducing the need to type out recurring messages.
Quality Assurance – Make sure your team communicates according to your company’s standards and best practices.
Reduced Errors – Avoid typos or missing information by relying on a pre-approved template.
To access message template settings, go to Settings > Tickets > Open the message templates tab.
This is how the message template setup looks. Like You can create a new template from the plus button on the left side. Below that you can view all your existing templates. Clicking on one will bring up the details for it. Clicking edit will let you change the configuration for a template.
Every template has a name, content and you can even give it a note.
The content is just simple text with formatting that you are used to from anywhere else. The cool thing with message templates is that you can add variables to it dynamically!
Working with variables
Take a look at the content of this message:
Dear Customer,
Due to the extreme weather, we unfortunately need to postpone the collection of {containerWastefraction} {containerId} to another day.
See that we have some text inside curly brackets {some text}. These are the variables that you can add in the templates! This will automatically load in the relevant information for exactly you customer, property, container, or anything you can dream of!
When the message is sent out to a client it will now look something like this:
Dear Customer,
Due to the extreme weather, we unfortunately need to postpone the collection of Mixed Waste Container#143 to another day.
This is the beauty of utilising message templates!
With Message Templates, your team can focus on what matters most — solving customer problems and providing excellent service — instead of spending time rewriting the same messages.