Templates
Pre-written message templates used by routing rules, nurture sequences, and the template fallback system.
Overview
Templates are the building blocks of automated messaging. When a routing rule fires a send_template, create_draft, or send_form_link action, it references a template by ID. Templates support variable substitution so messages are personalized with contact, business, and classification data.
Templates also serve as the fallback when AI reply generation fails. The system picks the best-matching template based on intent and sends it instead.
Creating templates
- Click Add to create a new template, or Browse Library to pick from industry-specific pre-built templates.
- Set the name (internal label), channel (email or SMS), and body (the message text).
- For email templates, you can also set a subject line.
- Click Save to persist changes.
Templates are grouped by channel in the sidebar for easy navigation.
Template variables
Insert dynamic values into your templates using {{variable}} syntax. Click any variable name in the editor's "Available Variables" panel to insert it at the cursor position.
Contact variables
| Variable | Description |
|---|---|
{{contact.name}} | Contact full name |
{{contact.first_name}} | Contact first name |
{{contact.last_name}} | Contact last name |
{{contact.phone}} | Contact phone number |
{{contact.email}} | Contact email address |
Business variables
| Variable | Description |
|---|---|
{{business_name}} | Your business name |
{{business_phone}} | Your business phone |
{{business_email}} | Your business email |
Message variables
| Variable | Description |
|---|---|
{{content.subject}} | Original message subject |
{{content.body}} | Original message body |
{{channel}} | Message channel (sms/email) |
Classification variables (requires AI)
| Variable | Description |
|---|---|
{{classification.intent}} | Detected intent |
{{classification.urgency}} | Urgency level |
{{classification.sentiment}} | Sentiment analysis |
{{classification.summary}} | AI summary of message |
Score variables (requires AI)
| Variable | Description |
|---|---|
{{score.score}} | Numeric lead score (0–100) |
{{score.tier}} | Lead tier (hot/warm/cool/cold) |
How templates connect to rules
Templates are referenced by routing rule actions via their template ID:
Rule: "Missed Call Follow-Up"
Condition: source = missed_call
Action: send_template → missed_call_followupWhen this rule matches, the system:
- Looks up the template by ID (
missed_call_followup) - Renders variables using the signal's event data and classification
- Sends via the configured message channel (GHL, SMS, email, etc.)
Template library
Click Browse Library to access pre-built templates organized by industry. The library includes templates from all industry presets (general, home services, consulting, real estate, dental, automotive, insurance, medical aesthetics, legal, financial).
Templates from the library are copied into your configuration. You can edit them freely after adding.
Preview
Toggle the Preview button in the editor to see a side-by-side rendered preview. Variables are shown with placeholder values so you can see the layout.
Channel considerations
- SMS templates should be concise (under 480 characters). The system enforces a configurable max length.
- Email templates can include a subject line and are longer-form. Greeting and signature are controlled by brand voice settings.
- Templates set to one channel won't be used for another. An SMS template won't be sent as an email.
Tips
- Apply an industry preset first to get a set of templates tailored to your business type.
- Use variables liberally.
{{contact.name}}makes a huge difference in response rates compared to generic messages. - Keep SMS templates short. Every character counts. Use
{{business_name}}instead of typing it out. - Test templates with the Test Runner. Run a test signal and check which templates would be sent.