Message Templates

Message templates help you communicate faster and more consistently with customers. Create reusable templates for common messages, and use dynamic variables to personalize each communication automatically.

1. Overview

What Are Templates?

Templates are pre-written messages you can use when communicating with customers:

• Email templates: Full emails with subject lines and rich formatting
• SMS templates: Short text messages optimized for mobile

Benefits of Templates

• Save time: No need to type the same messages repeatedly
• Consistency: Ensure all customers receive professional communications
• Personalization: Variables automatically insert customer-specific details
• Reduce errors: Pre-written messages mean fewer typos

2. Accessing Templates

In Settings

To manage your templates:

1. Go to Settings → Templates
2. Switch between Email Templates and SMS Templates tabs
3. View, create, edit, or delete templates

When Composing Messages

To use a template while writing:

1. Open the message composer (inbox, customer, or job)
2. Click the template icon (or Templates button)
3. Select a template from the list
4. The template content fills the composer
5. Edit as needed before sending

3. Creating Templates

Creating a New Template

1. Go to Settings → Templates
2. Click New Template
3. Fill in the template details:
   • Template Name: Internal name for easy identification
   • Description: Brief note about when to use it (optional)
   • Subject Line (email only): Email subject with optional variables
   • Message Body: Your template content

Using the Editor

For Email Templates

• Rich text editor with formatting options
• Bold, italic, underline text
• Bullet and numbered lists
• Insert variables with the {} Insert Variable button

For SMS Templates

• Plain text editor
• Character counter showing length and credits
• Maximum 425 characters limit
• Insert variables with the {} Insert Variable button

Live Preview

The right side shows a live preview:

• See how your template will look
• Variables display with sample data
• Preview updates as you type

4. Template Variables

What Are Variables?

Variables are placeholders that automatically fill with real data when you select the template and send:

• Write: Hi {customer.first_name}...
• Sends as: Hi Sarah...

Available Variables

Business Variables

Customer Variables

Quote Variables

Job Variables

Invoice Variables

Staff Variables

Inserting Variables

1. Place your cursor where you want the variable
2. Click {} Insert Variable
3. Expand a category (Customer, Quote, etc.)
4. Click the variable to insert

5. Example Templates

Booking Confirmation (SMS)

Hi {customer.first_name}, this is {staff.name} from {business.name}. Just confirming your appointment for {job.address}. Reply YES to confirm or call us to reschedule. Thanks!

Quote Follow-Up (Email)

Subject: Following up on your quote - {business.name}

Hi {customer.first_name},

I wanted to check in regarding the quote we sent for your {quote.system_type}.

If you have any questions about the quote or would like to discuss options, please don't hesitate to reach out.

You can view your quote here: {quote.link}

Best regards,
{staff.name}
{business.name}
{business.phone}

Job Complete (SMS)

Hi {customer.first_name}, the work at {job.address} is now complete. Please check everything is working correctly. Any issues, just reply to this message. Thanks for choosing {business.name}!

Payment Reminder (Email)

Subject: Invoice #{invoice.number} - Payment Reminder

Hi {customer.name},

This is a friendly reminder that invoice #{invoice.number} for {invoice.total} is due on {invoice.due_date}.

You can pay securely online here: {invoice.link}

If you've already paid, please disregard this message.

Thank you,
{business.name}

6. Managing Templates

Editing Templates

1. Go to Settings → Templates
2. Click on a template to open it
3. Make your changes
4. Click Save Template

Deleting Templates

1. Find the template in the list
2. Click the trash icon on the right
3. Confirm deletion

Note: Deleted templates cannot be recovered. Consider editing instead if you might need it later.

Template Organization

Keep templates organized:

• Use clear, descriptive names
• Add descriptions explaining when to use each template
• Regularly review and update templates
• Delete templates you no longer use

7. System Templates (Coming Soon)

System templates are pre-built templates used for automated messages:

• Quote sent notifications
• Invoice sent notifications

These will be customizable in a future update. Currently, system messages use CoolEdge default templates.

8. Best Practices

For All Templates

• Keep messages clear and professional
• Test templates before using in production
• Include your business name for identification
• Review templates periodically for accuracy

For Email Templates

• Write compelling subject lines
• Use formatting sparingly for readability
• Include a clear call to action
• Add contact information at the end

For SMS Templates

• Keep messages under 153 characters when possible (1 credit)
• Get to the point quickly
• Include your business name
• Provide a way to respond or take action

Variable Usage

• Always preview to verify variables work correctly
• Don't overuse variables—keep messages natural
• Test with real customer data

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Next Steps: Learn about the Unified Inbox → or set up Two-Way Text Messaging →

Need help? Email us at support@cooledge.com.au