Message templates
The list of your organization's message templates: the wording that Send email actions and campaigns use, with filters and the actions to create, open or delete one.
Message templates
This is the list of every message template your organization has: the wording of the emails that rules send (payment reminders, booking confirmations, receipt acknowledgements) and that campaigns use. Use it to find a template, start a new one or remove one you no longer need.
Where to find it
Account menu > Settings > Workflows > Message templates. The Message templates breadcrumb on a template's page, and its Cancel / Back button, bring you back here. The campaign editor (New campaign and Campaign) also links here ("Manage templates under Message templates.").
You need the View permission on Message Templates. Without it the page shows "No access" and "You do not have permission to view message templates. Ask your administrator."
What you see
The page header reads "What the Send Email, WhatsApp, SMS and In-App actions say. Bodies are Jinja2 templates rendered against the record that triggered the rule."
Above the grid you have:
- Search (placeholder "Search by code or name"). It also matches the subject.
- Channel filter ("Any channel"): Email, WhatsApp, SMS or In-App.
- Entity filter ("Any entity"): the kind of record the template is written for.
- Active filter: Active and inactive, Active only or Inactive only.
The grid columns:
| Column | What it shows |
|---|---|
| Code | The template's code, which opens the template. A lock icon marks a system template. |
| Name | The name, which also opens the template, with its description underneath. |
| Channel | The channel badge; for WhatsApp and SMS, the provider's template id underneath. |
| Entity | The record type the template renders against, or "Any". |
| Used by | "N actions": how many workflow actions use the template. |
| Order | The sort order used in pickers. |
| Active | An Active or Inactive badge. |
| (icons) | Edit (or View) and Delete. |
The list opens sorted by order. When nothing matches, the grid reads "No message templates match".
Every organization starts with six system Email templates, all active: "Cost sheet sent to buyer" (for an estimate), "Payment reminder" (a demand), "Booking confirmation" (a booking), "Receipt acknowledgement" (a payment), "Payment returned unpaid" (a payment) and "Offer issued to member" (a termsheet). The system rules that email customers use them.
What you can do
New template
Opens New message template, a full page where you write the template.
- Who: anyone with the Create permission on Message Templates. In the default roles that is the Administrator and the Sales Manager. Without the permission the button isn't shown.
Edit / View
The pencil icon (or the eye icon when you may only view), or a click on the code or name, opens the template's page (Message template).
- Who: anyone who can see the list.
Delete
The bin icon opens "Delete message template": "Delete <name> (<code>)? Workflow actions can no longer pick it. This cannot be undone." Delete removes the template with ""<name>" deleted."
- Who: anyone with the Delete permission on Message Templates. The icon isn't shown on system templates.
- Greyed out while any workflow action uses the template, with the reason "Used by workflow actions; remove it from them first". If the delete is still refused, the dialog shows "Workflow actions use this template; change them first".
- A template used by a campaign can't be deleted either; the dialog then shows "That conflicts with existing data." Change the campaign first.
Statuses
- Active: offered when adding a Send email action to a rule.
- Inactive: stays on the actions that already use it, but isn't offered for new ones.
Things to know
- Only Email templates are sent today. WhatsApp, SMS and In-App templates can be saved, but the Send WhatsApp and Send SMS actions are not available on the server yet, and the Notify users action takes its own title and body rather than a template. Campaigns and Send email actions use Email templates only.
- Review the wording before switching on a customer-facing rule. The system rules that email customers ship switched off so the office can check these templates first. Open each template, adjust it and use Preview to see it filled in for a real record.
- "Used by" counts workflow actions only. A template picked by a campaign shows "0 actions" here but still can't be deleted.
- There is no History button here. Changes to templates are recorded in the Audit log under Settings, whose rows link back to the template.
Related
Related
- New message templateScreen
Write a message template on its own page: code, name, channel, record type, subject, the designed email body and its plain-text version, attachments, and the merge-field reference.
- Message templateScreen
One message template's page: change its wording, attachments and settings, and preview it filled in for a real record.
- RulesScreen
Every automation rule in your organization, system and custom, with filters, the switch that turns each rule on or off, and shortcuts to edit, test, clone, see the run history of or delete a rule.
- New ruleScreen
Build an automation rule on a full page: which records it watches, what starts it, which records qualify, and the ordered actions it carries out.
- Document templatesScreen
The list of your organization's document templates (demand letters, offer letters, termsheets, agreements, allotment letters, receipts, cost sheets), with filters and the actions to create, duplicate, open or delete one.
- New campaignScreen
Create an email campaign: name it, choose the email template, tag a project, set the reply-to address and define who receives the mail, with a live count of the audience.
- Campaign (editor: <campaign name>)Screen
Finish and send one email campaign: build the recipient list from the audience, preview the merged email, send a test, send now or schedule, cancel, and read the per-recipient log afterwards.
- Audit logScreen
The organization-wide change log: every create, change and delete, every sign-in (including refused ones), sign-out and downloaded file, with who did it, when, from where and what changed.
- Message templatesConcept
The reusable wording of the emails that workflow rules, record-page buttons and campaigns send: a code, a channel, a subject and body with merge fields, an optional rich HTML body and up to five generated-document attachments, rendered against the record that triggered it.
- Merge fields and filtersConcept
Merge fields are the double-brace placeholders in document and message templates ({{ entity.demand_no }}, {{ contact.name }}) that are replaced with the record's values when a document or message is rendered; filters such as inr, words and date format the value, and Repeat row / Show when add tables and conditional blocks.
- Design an email template and use it in a ruleHow-to
Write a reusable email (subject, designed body, plain-text version and optional generated attachments) with merge fields, preview it against a real record, and have a workflow rule send it.
- Switch on a system ruleHow-to
Switch on one of the ready-made system rules that ship switched off, such as emailing the demand letter when a demand is issued: publish the document template it uses, review and preview its email template, then press Switch on and check its runs.
- Workflow rule, event type or message template cannot be deleted: runs, rules or actions use itTroubleshooting
A workflow rule that has run is kept for its history and a system rule is never deleted or edited; switch them off instead. A custom event type that rules listen to, a message template that workflow actions or campaigns use, cannot be deleted either; deactivate it, or change what uses it first.
- WorkflowsScreen
The Workflows area of Settings, where you manage automation rules, event types and message templates, and check the runs, the outbox and the engine's health.