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Save time and personalize messages with pre-saved templates and personalized tags

Templates keep your wording consistent and fast. Personalization tags pull in contact and workspace details automatically. Together, you get speed and personalized messages at scale.

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Why you should use templates and tags

• Save time: Stop re-typing common messages. Apply a template in one click.
• Keep messaging consistent: Standardize language across your entire team.
• Personalize at scale: Use tags to insert names, emails, phone numbers, and more.
• Reduce errors: Pre-approved text means fewer typos and missed details.

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What are message templates?

Templates are reusable messages you can apply anywhere you compose a text in MessageDesk.
They can include plain text, emoji, media (MMS), and personalization tags.

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What are personalization tags?

Tags are placeholders, like {{ ContactFirstName }}, that auto-fill with real contact info or other saved information at send time. You can use them in templates and one-off messages to personalize every text message.

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Apply, create, and edit message templates

You can work with templates from any message compose box.

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Apply a template

1. Click the TT icon.
2. Search for or select a template. The picker shows each template’s name and description for quick scanning.
3. (Optional) Click the preview button on a template to see its full contents before applying.
4. The template fills your message field. You can still edit before sending.

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Create a new template

1. Click the TT icon → + Create Template.
2. Name your template clearly (so teammates can find it later).
3. (Optional) Add a short description. This appears alongside the name in the template picker to help teammates pick the right one.
4. Type your message content.
5. Optional: Add media, emoji, and personalization tags.
6. Click Save.

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Edit an existing template

1. Click the TT icon.
2. Hover a template and click the pencil (edit) icon.
3. Update the name, description, and/or content.
4. Click Save.

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Delete a template

1. Click the TT icon.
2. Hover a template and click the trash (delete) icon.
3. Confirm deletion.

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Organize your message templates (Workspace Settings)

Admins and managers can manage all templates from Settings.

1. Go to Account → Settings.
2. Under Workspace Settings, choose Inbox Settings → Templates.
3. Search, create, or edit templates from this tab.

Best practice: Use a naming system (Prefix: Purpose – Timing). Example:

• Billing: Invoice paid – receipt
• Scheduling: Appt reminder – 24h
• Onboarding: Welcome – docs request

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How to insert a personalization tag

You can insert tags in any message, template or one-off.

1. Click the # icon in the message compose box.
2. Search for or select a Tag.
3. (Recommended) Set a fallback value so your message still reads well if data is missing.
4. Continue composing, then Send or Schedule.

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Available tags

Contact

• {{ ContactEmail }} – contact’s email address
• {{ ContactFirstName }} – contact’s first name
• {{ ContactLastName }} – contact’s last name
• {{ ContactPhone }} – contact’s phone number

Your user profile

• {{ UserEmail }} – your MessageDesk user email
• {{ UserFirstName }} – your first name
• {{ UserLastName }} – your last name
• {{ UserPhone }} – your personal phone number saved in your user profile

Workspace

• {{ WorkspaceName }} – your MessageDesk workspace name
• {{ WorkspaceEmail }} – your workspace’s primary email
• {{ WorkspacePhone }} – your workspace’s primary phone

Custom fields Every custom field on a contact is also available as a personalization tag (for example, {{ Region }}, {{ AccountType }}, {{ RenewalMonth }}). Custom field tags show up in the # menu alongside the built-in tags.

• Tags update automatically when you add, rename, or delete a custom field in Workspace Settings → Custom Fields.
• Set a fallback so the message still reads cleanly when a contact is missing a value.

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Set a tag fallback (important)

A fallback is the default text used when a tag has no data. For example, when you text a raw phone number that isn’t saved as a contact yet, or when some contacts are missing first names. Why it matters:

• Prevents awkward blanks like “Hi ,”
• Keeps broadcasts and other messages clean when data varies across recipients

How to set a fallback

1. Insert a tag via the # icon.
2. Click on the tag to add a Fallback value for that tag (e.g., “there” for first names).
3. Save or send.

Example with fallbacks

• Message: Hi {{ ContactFirstName }}!
• With data: “Hi Alex!”
• Without data (fallback “there”): “Hi there!”

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Template and tag tips and best practices

• Use short, specific templates. Create separate versions for common scenarios (24h reminder vs day-of).
• Personalize the first line. Use {{ ContactFirstName }} with a fallback like “there.”
• Combine with scheduling. Queue reminders and follow-ups during business hours.
• Keep compliance in mind. For non-conversational or promotional sends, include opt-out language (e.g., “Reply STOP to opt out”).
• Review periodically. Archive low-performers and refine wording based on replies.

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Frequently asked template and tag questions

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Troubleshooting

• My tag didn’t resolve.
  Check that the contact has data for that field and that you set a fallback. Make sure the braces and tag name are correct (e.g., {{ ContactFirstName }}).
• I can’t find a template.
  Try a simpler search or confirm the template name in Workspace Settings → Inbox Settings → Templates.
• A template needs updating for everyone.
  Edit it from the TT menu (pencil icon) or from Workspace Settings so the change applies to all users.