Create SMS and email templates

Templates let you save reusable text and email messages so you can send polished, personalized follow-up in seconds instead of retyping it every time. You build them once in settings, then reuse them across conversations and workflows.

Open the templates manager

Head to Settings → Templates. At the top you'll see a toggle with two tabs, SMS and Email. Each tab holds its own list of templates, so switch to the one you want to work in first.

If you don't see a New template button, you don't have permission to create or edit templates. Templates are managed by owners and members whose role includes template management.

Create a template

1. Pick SMS or Email

   On the Templates page, click the SMS or Email tab depending on which channel you're writing for.

2. Start a new template

   Click New template. A dialog opens where you'll name and write your message.

3. Name it

   Enter a clear Template name — this is what you'll search for later when picking the template, so use something descriptive like "New buyer intro" or "Listing appointment confirmation."

4. Add a subject (email only)

   If you're building an email template, fill in the Subject line. You can drop merge fields into the subject too, just like the body. SMS templates don't have a subject.

5. Write the message

   Type your message in the body. To personalize it, insert merge fields (see below). When you're done, click Save template.

Insert merge fields and variables

Merge fields pull live details — like a contact's first name or your company name — into the message when it's sent, so each recipient gets a personalized copy. There are two ways to add one:

• Type / anywhere in the body (or the email subject) to open a searchable picker right at your cursor. Start typing to filter, then click a field or press Enter to insert the top match.
• Click the Variable button above the message box to open the same picker at a fixed spot, then choose a field.

The picker groups fields so they're easy to find — Identity (first name, last name), Contact info, Address, Lead metadata, Buyer preferences, Assigned agent, and Organization details like your company name and team name, among others. Inserted fields appear as colored pills in the editor and resolve to real values at send time.

Copy, edit, and delete

Each template row has quick actions on the right:

• Copy duplicates any template — including SAMI defaults — into a new draft named "… copy" that you can rename and adjust. This is the way to base your own template on a default.
• Edit (the pencil) reopens a template you own so you can change its name, subject, or body. SAMI defaults can't be edited.
• Delete (the trash icon) removes a template you own. SAMI defaults can't be deleted, so the trash icon won't appear on them.

Saved templates are ready to use right away. Reach for SMS templates when you text a contact from a conversation, and email templates when you compose from the inbox. You can also wire templates into automated follow-up over in Workflows.

Related articles

• Send a text message to a contact
• Send, reply to, and forward emails