Message templates are configurable templates that allow customized emails and SMS text messages to be sent automatically at a desired time. When creating message templates, users can choose who they want the message to be sent to, when they want the message to be sent, and more. Users can also add input fields to the body of a message template, which allows a lead’s information to be automatically entered into a message.

Message templates are commonly used for the following, for example:

• case closed messages
• rejection messages
• scheduled appointment reminders
• referral partner reminders

An example of a message template is shown below:

Upon creation, the input fields in the template are automatically filled with a lead’s information, resulting in the message shown below: 

Note: Only users with message template or Admin permissions can create and manage message templates. If you need these permissions, contact an Admin in your organization.

Message Templates Section

In the Message Templates section of Lead Docket, you can create new message templates and view and manage existing ones. Message Snippets can also be managed in this section. Learn more about Message Snippets.

In the left side menu, click Manage and select Message Templates from the dropdown. 

In the Message Templates section, click the column headings to sort the list. Click Column visibility to include or exclude columns from the list. Click Excel to download a spreadsheet of a list. Enter a term into the Filter: box to filter the list.

Create

At the top right of the Message Templates section, click Create New. Select the type of message template you’d like to create from the dropdown.

Description

In the Description section, enter the following information:

• Title - The name of the template
• Enabled - Whether you want the template to be enabled or disabled
• Subject Template (email only) - The desired email subject text
  • You can also click the Field to insert dropdown to select an input field for the subject. After selecting an input field, click Insert into subject template to add
• Message Template - The desired message text
  • You can also click the Field to insert dropdown to select an input field for the message. After selecting an input field, click Insert into message template to add

Attachment

In the Attachment section, you can click Choose File to attach one or multiple files to the message template.

Creation Rules

In the Creation Rules section, you can choose the following criteria for the message template:

• Associated lead status - Click the dropdown and select the status you want to associate with the message template. If the selected status has associated substatuses, you have the option to select a substatus
• Case type - If you want the template to apply only to leads with a certain case type, select the desired case type. To select multiple case types, hold down Ctrl (⌘Cmd for Macs) while selecting
• Severity Level is at least - If you want the template to apply only to leads with certain severity levels, click the dropdown and select a minimum severity level
• Offices - If you want the template to apply only to leads assigned to a certain office, select the desired office. To select multiple offices, hold down Ctrl (⌘Cmd for Macs) while selecting
• Opportunity Source - If you want the template to apply only to leads with a certain opportunity source, select the desired source. To select multiple sources, hold down Ctrl (⌘Cmd for Macs) while selecting
• Marketing Source - If you want the template to apply only to leads with a certain marketing source, select the desired source. To select multiple sources, hold down Ctrl (⌘Cmd for Macs) while selecting
• Create when - If you want the template to apply only to leads that lack certain contact information, click the dropdown and select “When.” A Condition dropdown appears, where you can select the desired condition
• Language Spoken - If you want the template to apply only to leads that speak Spanish rather than English, click the dropdown and select “Spanish”

Triggers

In the Triggers section, select the following:

• Create trigger - The lead activity that generates and queues the message to be sent
• Delete unsent messages trigger - The lead activity that deletes an unsent queued message 

To select multiple triggers, hold down Ctrl (⌘Cmd for Macs) while selecting.

Sending

In the Sending section, you can make further selections concerning the sending of the message template. Text messages templates are always sent to leads, while email message templates can be sent to leads or referral partners.

Note: If a message template is designed to be sent to a lead, and the primary lead has no listed email address or phone number, then the message will be sent to the email address or phone number of their related contacts.

• Send To (email only) - Who you want the email to be sent to
• Layout (email only) - How you want the email to be formatted
• Send From - For text templates, the number you want the message to be sent from. For email templates, whether you want the message to be sent from a user with a certain role, or a specific user. Depending on your selection, you can then choose the desired role or user
• Send Courtesy Copy to Sender (email only) - Whether you want to send a courtesy copy of the email to the Lead Docket sender
• Additional CC Email Addresses (email only) - Any email addresses you wish to CC on the email
• When - When you want the message to be sent after it is created and queued
  • If selecting an option other than “Now,” the When condition value field appears. In this field, enter a numerical value for the desired length of time. For example, if you want a message to be sent 30 minutes after the Create trigger occurs, your selections should appear as shown below:
    
• Review message before sending - Whether you want the message reviewed before sending
  • If creating a text template and “Yes” is selected, the Review By field appears. Select whether you want the message reviewed by a user with a certain role, or a specific user. Depending on your selection, you can then choose the desired role or user
    

When you have filled out the form to your satisfaction, click Save at the bottom. The message template is created, and you are redirected to the Message Templates section. If desired, you can preview your new template by clicking Preview beside the template in the list.

Edit, Disable, or Delete

To edit a message template, locate the desired template in the Message Templates section and click the blue Edit button. 

In the Edit Text/Email Message Template form, edit the desired information. When finished, be sure to click Save.

To disable a message template, click the blue checkmark in the Enabled column. The template is then disabled, and will not be triggered unless enabled again.

To delete a message template, you must first disable it. If you do not see the red Delete button beside a template, be sure to disable it first. Then, click Delete. Lead Docket will ask you to confirm the action. Click OK to confirm.

The template is then permanently deleted from the system.

Note: Deleted message templates cannot be recovered. If you’d like to temporarily pause a template, but not delete, consider disabling it instead.