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Message Templates

The Message Templates page is where you manage your workspace’s shared template library. It’s the set of pre-approved, reusable messages your whole team can pull into a conversation.
Looking for how to use templates when composing a message, or how to insert personalization tags like {{ ContactFirstName }}? See Messaging → Templates and personalization tags. This page focuses on managing the template library from Settings.

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Open Message Templates

Go to Account → Settings → Workspace Settings → Message Templates.

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Create a new template

  1. Click Create template.
  2. Fill in the template fields:
    • Name: descriptive and short (e.g., Appt Reminder – 24h). The name is what teammates see in the picker.
    • Description: a one-line summary. Shown alongside the name in the template picker so teammates can pick the right one fast.
    • Body: the message content. Supports personalization tags (e.g., {{ ContactFirstName }}, {{ WorkspaceName }}) and emoji.
    • Tags: optional tags for organization.
    • Media: optionally attach images, PDFs, or other media that send with the template.
  3. Click Save.
The template’s available to your team immediately.

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Edit a template

  1. Find the template in the list (or search by name).
  2. Click the template to open its editor.
  3. Update the name, description, body, tags, or media.
  4. Click Save.

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Delete templates

You can delete a single template or multiple templates at once. Single template:
  1. Find the template in the list.
  2. Click the delete icon.
  3. Confirm.
Multi-select delete:
  1. Select the templates you want to remove.
  2. Click Delete selected.
  3. Confirm.

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Templates list

Media-only templates. In the templates list, templates that contain only media (no text body) display “Contains MMS” in the text column instead of appearing blank, so you can spot them at a glance.

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Template picker UI

The template picker that teammates use when composing shows each template’s name, description, and a Preview button to view the full message body before applying it. Easier to pick the right template at a glance.
Templates sort alphabetically (A–Z) by name in the picker and in settings. To control ordering, prefix the name (Sales:, Support:).

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Who can manage Message Templates

Your role controls access to template management: See Roles and Permissions for the full default permissions table and how to customize roles.

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Import and export templates

You can move templates in and out of MessageDesk in bulk from the Data Center.
  • Import templates. Upload a CSV of templates and map columns to name, body, tags, and media. The importer updates any template that matches an existing template by name in place. See Import message templates.
  • Export templates. Run a template export from the Data Center to get a CSV of every template in the workspace for backup or migration.
When an import or export finishes, MessageDesk sends a completed email to the user who started it.

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See also