This article will review how to create, edit, and delete message templates for both emails and text messages. 

Step 1 - Select a Template

Open a conversation, either from the Conversation Center Homepage or by selecting the customer name from the RO tile. First select either the Email or Text tab. Then, use the drop-down menu Templates, and choose a template from the list. 

Message Placeholders

Use the Message Body to create or update the text in your template. Placeholders are available to automatically include content in your messages without having to update the text for each message. 

Example

Template

"Hello [FN M], 

Your [YMM] is ready for pickup.

Thank you, 

[FN SA] [LN SA]"

Result

"Hello Jenna,

Your 2020 Hyundai Tucson is ready for pickup

Thank you, 

John Jones"

Placeholders

• First Name of the Service Advisor - [FN SA]
• Last Name of the Service Advisor - [LN SA]
• First Name of the Motorist (Customer) - [FN M]
• Last Name of the Motorist (Customer) - [LN M]
• Year Make Model - [YMM]
• Repair Order Number - [RO] 
• Digital Inspection Result Link - [URL]

Keep in mind, each text message is limited to 140 characters. Text messages with more than 140 characters will be sent in multiple messages. 

Create a New Template

Write the message you would like to send in the Message Body, then select the Templates drop-down menu. Next select Save template as...

Then, name your new template and select Save.

Update a Template

Update the message you would like to send in the Message Body, then select the Templates drop-down menu. Next select Save.

Delete a Template

Choose the template you would like to delete (Step 1), then select Delete Template.

Next, choose Ok on the confirmation popup. 

If you have any additional questions, reach out to our Support Team by clicking Submit a Request in the top right-hand corner of this page.