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Creating and Using Contact Templates (Emails & Texts)

This article covers how to create, manage, and use templates in Sierra, along with best practices for personalization and engagement.

Table of Contents

  1. Step-by-Step Instructions
  2. Best Practices
  3. Troubleshooting Common Issues
  4. FAQs

Why This Feature Matters

By using Contact Templates, your team can:

  • Save time by reusing common messages.
  • Ensure consistency across all users’ communication.
  • Personalize at scale using Merge Fields (also called Global Variables).
  • Keep outreach professional, while still feeling one-to-one.

Step-by-Step Instructions

1. Access the Contact Template Manager

  • Click the Gear icon in the top-right corner

  • Select Contact Templates from the dropdown menucontact template step 1

2. Create a New Template

  • On the Manage Contact Templates page, click Create New Template.contact template step 2
  • In the template builder overlay, complete the following:contact template step 3
    • Template Type: Select either Email or Text Message.
    • Template Name: Enter an internal name (visible only to your team).
    • Subject (Email only): Add the subject line leads will see.
    • Message: Write your email or text message content. Use Merge Fields to personalize.
  • When finished, click Save.

Example: Hello, {lead_first_name}! I’m {agent_first_name} {agent_last_name}.

Leads will see: Hello, Jane! I’m Anita House.

3. Use Your Template When Messaging Leads

When composing an email or text from a Lead Detail Page, Inbox, or Mass Messaging view:contact template step 4

  • Open the Template dropdown.

  • Select the saved template you want to use.

  • The message will auto-fill with your template content, including merge fields.

Best Practices

  • Use clear, descriptive names so templates are easy to find.
  • Keep messages short and focused (especially texts).
  • Personalize with 1–2 Merge Fields for best results.
  • Review templates regularly to keep messaging fresh and relevant.

See also: Best Practices for Text Message Templates

Troubleshooting Common Issues

  • Template doesn’t appear when composing a message
    → Confirm the template is set to be available for that message type (Email or Text) and that the Access Level is set appropriately (e.g., Global)
  • Merge Fields aren’t populating correctly
    → Make sure you’re using valid variable syntax (e.g., {lead_first_name}) and sending the message from a lead record with the required data

FAQs

  • Can I use the same template for both email and text?
    • No, you’ll need to create a separate template for each type. Drip campaigns only support email templates.
  • Can agents create their own personal templates?
    • Yes, agents can create personal templates that are only visible to them. To share templates, use the Global access setting.
  • Where can I update or delete a template?
    • Go to Admin > Contact Templates. From there, you can edit, duplicate, or delete any templates you have permission to manage.