CommunicationsSMS & Text Messaging

SMS & Text Messaging

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SMS & Text Messaging

Text templates allow you to create and save reusable SMS messages for your outreach campaigns. Once you’ve been approved for SMS messaging, you can build a library of templates to streamline your text-based communications with contacts.

Before you can create text templates, you must first apply for SMS approval. This ensures compliance with carrier regulations and spam prevention policies.

What Are Text Templates?

Text templates are pre-written SMS messages that can be:

  • Reused across multiple campaigns and contacts
  • Personalized with contact-specific variables
  • Customized with links, forms, and appointment schedulers
  • Saved in your template library for quick access

Common use cases include:

  • Appointment reminders and confirmations
  • Payment and renewal reminders
  • Follow-up messages after calls
  • Marketing campaigns and promotions
  • Event invitations and updates
  • Customer satisfaction surveys

Creating a Text Template

Follow these steps to create your first text template.

1. Navigate to Outreach

From the left-hand navigation menu, click Outreach.

2. Open Text Templates

At the top of the Outreach page, select Text Templates.

You’ll see your library of existing templates (if any). From here you can create new templates, edit existing ones, or delete templates you no longer need.

3. Create a New Text Script

Click the Create Text Script button in the top-right corner.

A dialog box will appear where you can configure your template.

4. Enter Template Details

Configure your template with the following information:

Name

Enter a descriptive name for your template.

The template name is for internal visibility only and will not be shown to contacts when the text is sent.

Best Practices for Naming:

  • Use clear, descriptive names that indicate the template’s purpose
  • Include the campaign type or use case (e.g., “Appointment Reminder - Insurance Review”)
  • Add version numbers if you’re testing variations (e.g., “Payment Reminder v2”)

Message

Type the message you want to send to contacts.

Message Capabilities:

  • Maximum length of 1,599 characters
  • Include links to websites, forms, or appointment schedulers
  • Add personalization variables using the @ symbol
  • Use line breaks for better readability

Example Message:

Hi @FirstName,
This is a friendly reminder about your insurance policy renewal coming up on @RenewalDate.
Please review your coverage options here: https://acme.com/review
Reply YES to schedule a call, or call us at (555) 123-4567.
Thanks,
Acme Insurance Team

5. Using Variables for Personalization

Variables allow you to automatically insert contact-specific information into your messages.

To add a variable:

  1. Type @ in the message field
  2. Select from available variables in the dropdown
  3. Common variables include:
    • @FirstName - Contact’s first name
    • @LastName - Contact’s last name
    • @CompanyName - Company or organization name
    • @PolicyNumber - Policy or account number
    • @RenewalDate - Upcoming renewal date
    • Custom fields from your contact data

When using variables, ensure the data exists in your contact records. If a variable field is empty, it may appear blank or show the variable name in the sent message.

6. Save Your Template

When you’re finished configuring your template, click the Create Script button.

Your new template will appear in the Text Templates list and is now ready to be used in outreach campaigns.

Managing Text Templates

Viewing Templates

All your text templates are displayed in the Text Templates section under Outreach. Each template shows:

  • Template name
  • Preview of the message content
  • Date created and last modified
  • Usage statistics (if available)

Editing Templates

To edit an existing template:

  1. Click on the template from the list
  2. Make your changes to the name or message
  3. Click Save Changes

Changes to a template will only affect future messages. Previously sent messages or queued messages will not be updated.

Deleting Templates

To remove a template you no longer need:

  1. Click the three dots menu next to the template
  2. Select Delete
  3. Confirm the deletion

Deleted templates cannot be recovered. If a campaign is actively using a deleted template, you’ll need to select a different template for that campaign.

Using Templates in Campaigns

Once created, text templates can be used in your outbound campaigns:

  1. When creating or editing a campaign, select the SMS communication type
  2. Choose Use Template in the message configuration
  3. Select your template from the dropdown
  4. Preview the message with sample contact data
  5. Save the campaign settings

Best Practices

Keep Messages Concise

While you have up to 1,599 characters, shorter messages tend to perform better:

  • Aim for 160-320 characters when possible
  • Get to the point quickly
  • Use clear calls-to-action
  • Break long messages into multiple texts if needed

Include Clear Identification

Always identify who is sending the message:

  • Include your company name
  • State the purpose of the message upfront
  • Provide context if this is a follow-up

Provide an Easy Response Path

Make it simple for contacts to take action:

  • Include clickable links for complex actions
  • Offer simple reply options (e.g., “Reply YES to confirm”)
  • Provide a phone number for questions
  • Include opt-out instructions

Test Before Sending

Before using a template in a large campaign:

  1. Send test messages to yourself and team members
  2. Check that links work correctly
  3. Verify that variables populate properly
  4. Review the message on both iPhone and Android devices
  5. Ensure the tone and clarity are appropriate

Respect Compliance Requirements

Text messaging is heavily regulated. Follow these guidelines:

  • Only text contacts who have opted in to SMS communications
  • Include your business name in every message
  • Provide clear opt-out instructions
  • Honor opt-out requests immediately
  • Don’t send messages outside of appropriate hours (typically 8 AM - 9 PM local time)
  • Avoid excessive messaging frequency

Failure to comply with SMS regulations can result in significant fines and may jeopardize your SMS approval status. Always follow TCPA and carrier guidelines.

Template Examples

Appointment Reminder

Hi @FirstName! This is Gail from @CompanyName.
Just a reminder about your appointment on @AppointmentDate at @AppointmentTime.
Need to reschedule? Click here: @ReschedulingLink
See you soon!

Payment Reminder

Hello @FirstName,
Your @PolicyType policy payment of $@AmountDue is due on @DueDate.
Pay now: @PaymentLink
Questions? Call us at @CompanyPhone or reply to this message.
Thank you,
@CompanyName

Event Invitation

Hi @FirstName!
You're invited to our Customer Appreciation Event on @EventDate!
RSVP here: @RSVPLink
We'd love to see you there!
@CompanyName Team

Follow-Up After Call

Hi @FirstName,
Thanks for speaking with @AgentName today!
Here's the information we discussed: @ResourceLink
Have questions? Reply to this text or call us at @CompanyPhone.
Best regards,
@CompanyName

Troubleshooting

Template Variables Not Populating

If variables aren’t filling in correctly:

  • Verify the field names match your contact data exactly
  • Check that the contact record has data in that field
  • Test with a contact that has complete information
  • Review variable syntax (must include @ symbol)

Messages Being Truncated

If messages are cut off:

  • Check the character count (1,599 max)
  • Note that some special characters count as multiple characters
  • URLs may be shortened automatically by carriers
  • Consider splitting into multiple templates if needed

If clickable links aren’t functioning:

  • Ensure URLs include https:// or http://
  • Test links in a browser before including in templates
  • Use URL shorteners for long links
  • Check that landing pages are mobile-friendly

Low Response Rates

If contacts aren’t engaging with your messages:

  • Review message clarity and call-to-action
  • Test different messaging times
  • Ensure the offer or information is relevant
  • Shorten the message length
  • Try A/B testing different template variations

Next Steps

Now that you understand text templates, explore these related topics: