Message templates let you set up reusable messages for every communication channel and language your agency supports, ensuring consistent, professional outreach to clients every time.

### Overview

- **What it is:** A template builder for creating standardized messages across SMS/MMS, voice calls, emails, and push notifications. Templates support merge tags for personalization, automatic translation into multiple languages, and AI-powered content generation.
- **Why it matters:** Consistent messaging builds trust with clients and reduces the risk of miscommunication. Templates save staff time by eliminating the need to compose messages from scratch for routine communications like court reminders, payment notices, and status updates.
- **Who uses it:** Administrators and authorized staff who manage client communications. Admin access is required to create and edit templates.
- **Expected outcomes:** Uniform messaging across your agency, faster message composition, multilingual client reach, and fewer errors in outbound communications.

### Prerequisites

- Admin role with access to **Messaging**
- At least one active messaging channel (SMS, email, voice, or push notifications) configured in **Settings** > **Messaging**
- Knowledge of available merge tags for your data sources (clients, cases, events, payments)
- Target languages identified if you plan to use auto-translation

### How-To Steps

#### Step 1: Access Message Templates

1. Click **Messaging** from the top navigation.
2. You see the list of existing templates organized by channel type.
3. Click **Create Template** to start a new one.

#### Step 2: Select a Channel Type

1. Select the channel for this template: **SMS/MMS**, **Voice**, **Email**, or **Push Notification**.
2. Each channel has its own formatting options and character limits.
3. For email templates, you also have access to a rich text editor with formatting controls.

#### Step 3: Write Your Message Content

1. Enter your message in the content editor.
2. Write in plain language, addressing the client directly using "you" and "your."
3. Keep SMS messages concise (under 160 characters per segment when possible).
4. For voice templates, write the script as it should be spoken aloud.

#### Step 4: Add Merge Tags

1. Click **Insert Merge Tag** or type `{{` to open the merge tag picker.
2. Browse available merge tags by category: client (name, phone, email), case (number, type, status), event (date, time, location), and payment (amount, due date, status).
3. Select a merge tag to insert it into your message. At send time, each tag is replaced with the recipient's actual data.
4. Preview the merged result by clicking **Preview** and selecting a sample client record.

#### Step 5: Translate Your Template

1. Click the **Translations** tab in the template editor.
2. Click **Auto-Translate** and select the target languages.
3. The system generates translations automatically.
4. Review each translation for accuracy, especially for legal or procedural terms. Click **Edit** to make manual corrections.
5. Click **Save** to store the translations.

#### Step 6: Configure as Auto Message or Flow

1. To send this template as a one-time automated message, click **Auto Message** and configure the trigger (for example, three days before a court date).
2. To include this template in a multi-step sequence, click **Flow** and add it to an existing flow or create a new one.
3. Flows let you chain multiple templates together with time delays and conditions between steps.

#### Step 7: Generate Content with AI

1. Click **Generate with AI** in the template editor.
2. Describe the purpose and tone of your message (for example, "friendly court date reminder with consequences for missing").
3. Review the AI-generated content, edit as needed, and click **Use This Content** to insert it into your template.

#### Step 8: Save and Activate

1. Click **Save** to store the template.
2. Set the template status to **Active** so it is available for use in automations and manual sends.

### What to Expect

Once saved and activated, your template is available for selection in workflows, auto messages, flows, and manual message sends. Merge tags are replaced with real data at the time of sending. Translated versions are automatically selected based on each client's preferred language setting.

### Best Practices

- Create separate templates for each communication purpose (reminders, confirmations, follow-ups) rather than using a single generic template.
- Always preview templates with real client data before activating to verify merge tags render correctly.
- Keep SMS templates short and direct. Include only essential information and a clear call to action.
- Review auto-translated content with a bilingual staff member before using it in production, especially for legal notices.
- Name templates descriptively (for example, "Court Reminder, 3 Days Before, English/Spanish") so staff can find them quickly.

### Frequently Asked Questions

**Q: Can I use the same template across multiple channels?**
A: Each template is created for a specific channel (SMS, email, voice, or push). However, you can create templates with similar content for different channels. The system does not automatically convert between channel formats.

**Q: How do I test a template before sending it to clients?**
A: Click **Preview** in the template editor to see how the message looks with real client data. You can also send a test message to your own phone or email by clicking **Send Test**.

**Q: What happens if a merge tag has no data for a specific client?**
A: If a client record is missing data for a merge tag, the tag is replaced with an empty value. The message still sends, but the personalized field is blank. Review your templates to ensure critical information has fallback text.

**Q: Can I schedule templates to send at specific times?**
A: Yes. When configuring an **Auto Message** or **Flow**, you set the send schedule. Options include specific dates, relative dates (for example, "3 days before event"), and recurring schedules.

**Q: How many languages can I translate a template into?**
A: There is no limit to the number of languages. The auto-translation feature supports all languages available in the system. You can add or remove translations at any time.

### Troubleshooting

**Issue:** Merge tags display as raw text in sent messages.
**Symptoms:** Clients receive messages showing `{{client.first_name}}` instead of their actual name.
**Solution:**
1. Open the template and verify merge tag syntax matches the format shown in the merge tag picker.
2. Confirm the data source is connected and the referenced fields exist for the recipients.
3. Resave the template and send a test message to verify the fix.

**Issue:** Auto-translated content is inaccurate.
**Symptoms:** Translated messages contain incorrect words, awkward phrasing, or mistranslated legal terms.
**Solution:**
1. Open the template and click the **Translations** tab.
2. Click **Edit** next to the affected language.
3. Correct the translation manually or consult a bilingual staff member for accuracy.
4. Save the updated translation.

### Related Articles

- [How to Create Workflows](/how-to-create-workflows)
- [How to Create Auto Docs](/how-to-create-auto-docs)
- [How to Manage Automations](/how-to-manage-automations)