Creating a Template Video Walkthrough
Creating a Template Step by Step Instructions
There are two ways to create a new template:
1) Via the templates tab under conversations
2) On the fly within a write a message field, using the three dot menu
First let’s start with option one, to create a new template, navigate to templates within the conversation tab and hit the plus icon in the top right.
Title your template something easy to recall as the title of the template will be how you can quickly find and use the template in the write a message field.
Make sure to utilize our smart merge fields to personalize your templates. Click on merge fields and then hit the copy icon to paste the smart merge field into your template. We recommend using {{salutation}} to address your contact by first name.
You can also put any other word in double curly brackets to make it a fill-in-the-blank. You will know these fields were successfully created because the word will show in blue in the preview section.
You can add attachments to your template that will be included when you send the template as a text. Any attachment from your device can be added such as .png, .jpg, .docx, .csv, .pdf etc.
You can also add these Captivated features to your templates as well:
Note: The “Safe to send without having full consent toggle” is an administrative setting. If your account has a compliance profile in place that is using safe templates, administrators can adjust this toggle to add a template to the account’s list of safe templates.
Now, let’s review how to create a template on the fly or option two.
If you find yourself consistently typing the same response to a customer, you can also create a template on the fly. Just hit the three dot menu, and then save as template.
Name your template and make sure to hit save.
Sharing a Template Video Walkthrough
Sharing a Template Step By Step Instructions
Once you save the template, the template is automatically shared with you, the creator. If you’d like to share this with another user or team, hit the share icon and choose the user(s) or team(s) and decide if you’d like to give them the ability to edit the template with “write access”
The purple icon indicates a team and a user will either be their picture if it has been added or a blue circle with the user’s initials.
Sending a Template Video Walkthrough
Sending a Template Step by Step Instructions
There are a couple of ways to find and send a template in a message thread you currently have open:
1) using the white sheet of paper
2) typing the title of the template in the write a message field and hitting the blue template that pops up
Select your template and then fill in the appropriate blanks. Hit “continue” and the message will populate into the write a message field and you can then choose to hit “send” when you’re ready. Or you can hit “send” from this modal window and it will send immediately. If you didn’t intend to send a template at all, just hit “cancel”.
You can also find a pre-existing template you’d like to send by simply typing the title of the template in the write a message field. Any template that matches the words input will pull up. Select the template you’d like to send.
Please review the template to make sure there are no types and when you’re ready to send it, hit “send”.
View and Edit Templates
To view all the templates, navigate to the templates section. At the top, you can choose how many templates to show at a time. The search bar allows you to quickly find a template using key words. You can also filter by “active”, “archived” or “all” templates to narrow your search. Finally, there is a filter for template owner.
Use the carrots in the header row to sort each column ascending vs descending.
To edit a template, simply click on the blue hyperlinked template name. From that screen, you can hit “edit” this template or “archive this template”.
Archiving a Template
Archive a template to remove it from your active templates view. This allows you to keep a clean list of templates you currently utilize., but also allows you to archive a template you no longer use. Once archived, you can always revert it back to active if you decide to use it again.
To archive a template, first navigate to the conversations tab, then select “templates”. Hit the check box to the left of the name of the template(s) you would like to archive. Each template selected will highlight the row in blue. Once you have selected a template, the archive button will appear in the top right.
View all of your archived templates by using the “archived” filter. Each archived template will have a yellow tag indicating that they have been archived. To restore an archived template so that it can be used again, just select the checkbox to the left of the title and then the “restore” button will populate in the top right.
Once restored, you will find that template back in the active template filter. Make sure to review sharing permissions in case anything has changed. To learn how to share a template. Scroll back up on this page to find the sharing a template walkthrough.
- Questions? You can chat with Captivated Support via the left-hand menu or text Captivated Support at 317.316.3600