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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.

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.

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.

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.

Apply, create, and edit message templates

You can work with templates from any message compose box.

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.
Templates in the picker are sorted alphabetically (A–Z) by name.
Insert Template

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.

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.
Mobile: You can also create, edit, and delete templates from the MessageDesk mobile app.

Delete a template

  1. Click the TT icon.
  2. Hover a template and click the trash (delete) icon.
  3. Confirm deletion.
Note: Deleting a template removes it for all users in your workspace. This action can’t be undone.
Tip: Keep template names short and specific (e.g., “Appt reminder – 24h,” “Invoice past due – 7d”). That makes searching faster and prevents accidental misuse.
Message Templates

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
Message Templates Settings

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. (Recommended) Open the message preview and step through recipients to confirm each tag resolves the way you expect.
  5. Continue composing, then Send or Schedule.
Insert Tag
Insert Tag Menu

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

Tags in Group SMS

A Group SMS is one message in one shared thread. Every participant receives the exact same text, the same way a group text works on any phone. Because there’s a single message rather than one per person, there’s no single contact to pull values from. This is how group texting works everywhere, not a MessageDesk limitation. In a Group SMS:
  • Contact tags and custom field tags always use their fallback. {{ ContactFirstName }}, {{ ContactPhone }}, {{ Region }}, and every other contact-based tag can’t resolve to one person, so MessageDesk sends the fallback text instead.
  • With no fallback set, the tag sends as a blank space. The message goes out with an empty spot where the tag was, for example “Hi , quick update”. Always set a fallback on contact and custom field tags in a group message, or leave them out.
  • User and workspace tags work normally. Only one user composes the message, so {{ UserFirstName }}, {{ UserPhone }}, {{ WorkspaceName }}, and the other user and workspace tags fill in as expected.

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.
Fallbacks work for custom field tags too. Set a fallback on any custom field tag so messages stay readable when a contact doesn’t have that value filled in.
Example with fallbacks
  • Message: Hi {{ ContactFirstName }}!
  • With data: “Hi Alex!”
  • Without data (fallback “there”): “Hi there!”
Set Tag Fallback
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.In the message preview, a tag can also render red when the value can’t be resolved for a specific recipient. This happens when you send to a label or assigned teammate, where per-recipient values aren’t fetched until send time. In a Group SMS, contact and custom field tags never resolve and always send the fallback. See Tags in Group SMS.
Tag No Fallback 1

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.

Frequently asked template and tag questions

You can use the preset tags listed above plus any custom field you’ve created on a contact.
Yes. Every custom field on a contact is available as a personalization tag in the # menu (for example, {{ Region }} or {{ AccountType }}). Set a fallback so the message still reads cleanly when a contact is missing that value. Manage your fields in Custom Fields settings.
Anywhere you compose a message: 1-on-1, broadcasts, Group SMS, and templates. In 1-on-1 messages and broadcasts, contact tags personalize per recipient. In a Group SMS, contact and custom field tags always use their fallback, while user and workspace tags resolve normally. See Tags in Group SMS.
A Group SMS is one message in one shared thread, sent to everyone in the group at once. That’s how group texting works on any phone, not a MessageDesk limitation. Since there’s no single contact for {{ ContactFirstName }} or any other contact or custom field tag to pull from, those tags always send their fallback. If no fallback is set, the message goes out with a blank space where the tag was. Use user or workspace tags, like {{ UserFirstName }}, if you want personalization in a group message.
Yes. Templates can include media (MMS), emoji, and tags.

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 }}).
  • My tag looks red in the preview.
    A red tag in the message preview means one of two things. Either the recipient is missing a value for that tag and you haven’t set a fallback, or you’re sending to a label or assigned teammate. In the second case, values resolve per recipient at send time and can’t be previewed individually.
  • My Group SMS sent the fallback instead of the contact’s info.
    That’s expected. A Group SMS is one message sent to everyone at once, so contact and custom field tags always use their fallback. If no fallback is set, the tag sends as a blank space. User and workspace tags still resolve. See Tags in Group SMS.
  • 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.