SMS Templates

When making file notes, sending emails or SMS messages, quite often you will find yourself repeating yourself over and over again. Templates allow you to pre-save these common file notes, SMS messages and Emails so you can simply select them instead of continuously re-typing them. Creating SMS Templates is also a way of restricting what a collection can say in an SMS message. See user settings for more on user restrictions around SMS messaging.

Tools > Workflow Setup > SMS Templates

SMS Templates are pre-stored shortcuts for making SMS text messages. They are then selected from the SMS Templates list when making a new SMS from the Case Manager.

Creating a new SMS Template

A SMS template code must be unique. Enter your new code in the "Code" field.

IMPORTANT: The code should not contain any spaces or characters other than letters or numbers; except a full stop.

Describe the SMS template in the field labeled “Description”. This is what the users will see in the list of SMS templates on the SMS screen in the Case Manager.

Enter the SMS template text where indicated.

Tip: Where variable information is required within the template such as dates and phone numbers specific to each case, use the merge fields listed on the right of the page. For example: “Please contact @Operator on @OpPhone”.

You can diaries a case ahead a certain number of days by entered the number of days where indicated. When the operator runs the template it will automatically update the diary date on the case.

You can update the status where indicated. When the operator runs the template it will automatically update the status on the case.

Mark as Private, if ticked will record the note created on the case as private so the client cannot view via the web portal.

Click “Save” to save.