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Managing Contact Templates (Admin Guide)

This article walks through how to create templates, manage permissions, and assign usage so your team can send consistent, personalized messages at scale.

Table of Contents

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

Why This Feature Matters

By setting up Contact Templates, you can:

  • Eliminate repetitive typing by saving commonly used messages.

  • Ensure messaging consistency across your team.

  • Personalize communication with Merge Fields (also called Global Variables).

  • Create role- and channel-specific templates for Buyer’s Agents, Listing Agents, or Lenders.

  • Make templates available across emails, texts, Action Plans, and drip campaigns.

Step-by-Step Instructions

  1. Navigate to the Template Manager
    1. Click the Gear icon in the top right of your CRM
    2. Select Contact Templatescontact template step 1
  2. Create a New Template

    1. Click Create New Template, then configure the following:

      • Template Access Level

        • Global: Visible to all users (recommended for team-wide templates).

        • Personal: Visible only to the creator.

      • Template Type

        • Email

        • Text Message

        • Message Overlay (on-site pop-up when a lead returns to your site)

  3. Define Template Usage
    1. Assign the template to one of the following user roles:
      1. Buyer’s Agents
      2. Listing Agents
      3. Lenders
  4. Set Template Availability
    1. Choose where the template can be used:
      1. Manual Emails
      2. Drip Campaigns
      3. Action Plans
  5. Name and Write Your Template

    1. Enter a Template Name (internal use only).

    2. Add a Subject (for emails).

    3. Write your message content.

    4. Use Merge Fields to personalize details.

      1. Examples: 

      2. {lead_first_name}

      3. {agent_first_name}

      4. {agent_signature}

      5. {time_of_day}

      6. {season}

      7. {site_name}

  6. Save the Template
    1. Click Save. Your template will now appear in dropdown menus when sending messages or building campaigns.

  • A character counter appears when creating text templates.

  • Messages longer than 160 characters are split into multiple SMS segments but delivered as one thread.

  • To maximize deliverability, keep text messages concise and under 160 characters when possible.

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.

See also: Creating and Using Contact Templates (Emails & Texts) & Best Practices for Text Message Templates

Troubleshooting Common Issues

  • User can’t see or edit templates.
    → Check their Global Account Permissions.
  • Merge Fields aren’t populating.
    → Verify merge field syntax and confirm the message is being sent from a lead record with valid data.

FAQs

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