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Maximize Your Efficiency with Contact Templates

Save time and enhance communication for your real estate team.

Why This Feature Matters

Contact Templates help you:

  • Eliminate repetitive typing by saving commonly used messages.
  • Ensure consistency across your team’s communication.
  • Personalize emails and texts using merge fields (Global Variables).
  • Customize outreach for different roles like Buyer’s Agents, Listing Agents, and Lenders.

Step-by-Step Instructions

1. Who Can Access Contact Templates

  • Primary Manager and Manager-level users can access templates by default

  • To give a Manager-level user access:

    1. Go to the Users section

    2. Click on the user’s name

    3. Scroll to Global Account Permissions

    4. Set “Can Update Contact Templates, Drip Campaigns and Action Plans” to Yes

    5. Click Save

     

2. Navigate to the Template Manager

  • Click the Gear icon in the top right of your CRM

  • Select Contact Templates

3. Create a New Template

  • Click Create New Template

  • Select a Template Access Level:

    • Global: Visible to all users in the account (recommended)

    • Personal: Visible only to the creator

     

  • Choose a Template Type:

    • Email

    • Text Message

    • Message Overlay (on-site message shown in a browser overlay when a lead returns to your site)

     

4. Define Template Usage

  • Assign the template to one of the following user roles:

    • Buyer’s Agents

    • Listing Agents

    • Lenders

      Why role-specific? Merge fields like agent name or signature must pull from the right agent profile.

     

5. Set Template Availability

  • Choose where the template can be used:

    • Manual Emails

    • Drip Campaigns

    • Action Plans

      You can select one or more and change this later.

     

6. Name and Write Your Template

  • Enter a Template Name (for internal use only)

  • Add a Subject (if it’s an email)

  • Write your message content

  • Insert Merge Fields by placing your cursor and clicking the Merge Fields button to auto-fill lead/agent details like:

    • {lead_first_name}

    • {agent_first_name}

    • {agent_signature}

    • {time_of_day}

    • {season}

    • {site_name}

     

 

7. Save the Template

  • Click Save

  • Your template will now appear in the dropdown menus when sending messages or creating campaigns

8. Special Note on Text Templates

  • A character counter appears for text message templates

  • Messages longer than 160 characters will be split into multiple messages but delivered as one thread

Best Practices

  • Use descriptive template names so your team can easily identify them.
  • Keep content concise and conversational, especially for texts.
  • Preview messages before saving to check formatting and variable accuracy.
  • Use Global templates when standardizing outreach across your team for consistent messaging.

Troubleshooting Common Issues

  • Issue: User can’t see or edit templates
    • Solution: Make sure the user has permission enabled in Global Account Permissions
  • Issue: Merge fields aren’t populating
    • Solution: Check for correct variable syntax and ensure message is sent in context with lead and agent data

FAQs

  • Can I use the same template for emails, texts, and overlays?
    • No. You’ll need to create a separate template for each type.
  • What’s the difference between Global and Personal templates?
    • Global templates are shared with all users; Personal templates are visible only to the creator.
  • Can I edit a template later?
    • Yes. Go to the Contact Templates manager and click the pencil icon to edit or the red X to delete.