Notification Templates

Templates define the content and format of messages sent to users and customers through email, SMS, and in-app notifications.

Template Types

The page has three tabs:

Tab	Description
Email Templates	HTML email messages with subject lines
SMS Templates	Short text messages
In-App Notifications	Messages displayed within the portal

Template Cards

Each template card shows:

• Name and status (Active / Inactive)
• System badge — system templates are read-only
• Subject (email templates only)
• Body preview — first few lines of the template
• Variables — placeholder tags used in the template (first 3 shown)
• Last updated timestamp

imageMessage templates management page showing template cards organized under Email, SMS, and In-App tabs, with each card displaying name, status badge, subject line, body preview, variable tags, and last updated timestamp

Notification templates management

Creating a Template

1. Click Create Template (or click the dashed "Create New Template" card).
2. Fill in:
   • Name (required)
   • Type — Email, SMS, or In-App
   • Subject (email only)
   • Body — the template content
3. Click Create.

Using Variables

Templates support dynamic placeholders using the {{variable}} syntax. For example:

Hello {{first_name}},

Your conversation #{{conversation_id}} has been escalated to a live agent.

Common variables include {{first_name}}, {{last_name}}, {{email}}, {{conversation_id}}, {{bot_name}}, and {{agent_name}}.

Editing a Template

1. Click the edit icon on a template card.
2. Modify the name, subject, body, or variables.
3. Use the Variables section to:
   • Insert a variable at the cursor position
   • Add new variable names
   • Remove unused variables
4. Toggle the Active status (custom templates only).
5. Click Save.

INFO

System templates cannot be edited. You can view them and use the Duplicate button to create an editable copy.

Duplicating a Template

Click the duplicate icon on any template card to create a copy. The copy is created as a custom template with "(Copy)" appended to the name.

Deleting a Template

Click the delete icon on a custom template card. System templates cannot be deleted.