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Save Time & 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.
  3. The template fills your message field—you can still edit before sending.
Template Insert Pn

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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. Type your message content.
  4. Optional: Add media, emoji, and personalization tags.
  5. 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 and/or content.
  4. Click Save.
Tip: Keep template names short and specific (e.g., “Appt reminder – 24h,” “Invoice past due – 7d”). That makes searching faster and prevents accidental misuse.
Template Create Edit

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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 simple naming system (Prefix: Purpose – Timing). Example:
  • Billing: Invoice paid – receipt
  • Scheduling: Appt reminder – 24h
  • Onboarding: Welcome – docs request
Settings Templates Pn

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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.
Tag Insert Pn

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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
Note: Tags resolve at send time. In broadcasts, each recipient gets their own personalized version.

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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!”
Tag Set Fallback Pn
Note: tags without a fallback set will appear as red when inserted into a message. A tag with a fallback set will appear in light purple.Tag No Fallback Pn

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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

Right now, you can use the preset tags listed above.
Not yet. Custom properties as tags are planned for a future update.
Anywhere you compose a message: 1-on-1, broadcasts, group SMS (tags personalize per recipient), and templates.
Yes. Templates can include media (MMS), emoji, and tags.

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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.