SMS and email templates
Build reusable texts and emails your whole team can drop into a message, and know which merge fields actually work where.
Templates live under Company → Templates, in two cards: Email templates and SMS templates. Owners and admins manage them; everyone can use them.
A template is inserted as a draft — you can edit it before it goes.
SMS templates
Creating one
- Company → Templates → SMS templates → New template.
- Template name — this is what your team sees in the picker, so make it obvious, for example Missed call follow-up.
- When to use it (optional) — an internal note.
- Message — the text itself. A live counter shows characters and segments.
- Leave Active on.
- Save template.
Watch the segment counter
A plain-text SMS fits 160 characters per segment (153 once it splits into several). Certain characters — em dashes and some punctuation copied out of Word are the usual culprits — force the whole message into Unicode, which drops you to 70 characters per segment and roughly doubles the cost. The editor warns you when that happens. It is worth heeding.
SMS templates have no merge fields
This is deliberate. Nothing substitutes {{tokens}} on the SMS template send paths, so a template containing {{first_name}} would print those literal characters to your client. Write SMS templates as complete messages.
The one exception is the workspace Message everyone composer, which is a different feature and does substitute {{first_name}} and {{name}} — see Messaging clients and team notes.
Where they appear
A document icon in the SMS composer, labelled Insert a template. You will find it in Conversations and in the lead follow-up scheduler. It is hidden entirely when your company has no active templates.
Email templates
Creating one
- Company → Templates → Email templates → New template.
- Template name and an optional When to use it.
- Subject.
- Choose the body mode — Design (rich editor) or Paste HTML. This is fixed once created, so pick deliberately.
- Leave Active on and Save template.
Email merge fields
These are real and they are filled in per recipient at send time:
| Field | What it inserts |
|---|---|
| {{recipient_first_name}} | First name |
| {{recipient_name}} | Full name |
| {{recipient_email}} | |
| {{sender_name}} | Your name |
| {{sender_company}} | Your company |
| {{workspace_name}} | Workspace |
| {{stage_name}} | Stage |
| {{next_key_date}} | Next key date |
The last three are used by stage communications — see Milestones and CRM pipelines.
In Design mode, type @ to insert one. In Paste HTML mode, type them literally.
You can give a field a fallback so a blank never reads awkwardly:
{{recipient_first_name,fallback=there}}
Archiving rather than deleting
Turning Active off hides a template from the picker but keeps it for history. Deleting is available too, but messages already sent keep their text either way — only future use is removed.
Every send still goes through the gates
A template does not bypass anything. Opt-outs, suppressed email addresses, daily caps and the company number rules all still apply at send time. If a message does not go, the reason shows up in the send result or in the automation's run history.
Still stuck? Email help@marketli.app.