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Templates are reusable messages your AI agents send. Email templates and SMS templates each have their own button in the agents list toolbar.

Email Templates

Click Email Templates to see your organization’s email templates. Open one to edit it, or preview it from the list. The editor has:
  • Visual and HTML modes for the body
  • Parameters — The values the agent fills in, such as the caller’s name. Insert them into the subject and body
  • Sample data — Example values used in the preview
  • Preview — See the email as it will look on desktop and mobile screens
  • Send test — Send the email with sample data to an address you choose
  • Usage — Which agents use the template
  • History — Earlier versions of the template
Save your work with Save Draft, or make it live with Save & Activate. Revert to Draft takes an active template back to draft. See Send Email for how agents use email templates.

SMS Templates

Click SMS Templates to see your organization’s SMS templates. The list shows each template’s name, message preview, type, last change, who changed it and status. Search by name or filter by status and type. Use Duplicate or Archive on a row, or click + Create Template. The editor has:
  • From Number — The number the message is sent from
  • Message — The text, with parameters such as {{caller_name}}. A counter shows how many SMS segments the message uses
  • Compliance:
    • First Contact — Settings for the first message to a number
    • Allowed Regions — Where the message may be sent
    • Enforce Quiet Hours — Don’t send during quiet hours
  • Preview — Shows the message as the recipient sees it, and whether it fits the GSM-7 character set. Characters outside GSM-7 make each segment shorter
See SMS Templates for how agents use them.