Skip to content
  • There are no suggestions because the search field is empty.

Using Contact Templates for Emails and Text Messages

Save time and ensure consistency by creating reusable templates for emails and text messages in Sierra.

Why This Feature Matters

Contact Templates allow your team to:

 

  • Quickly send frequently used messages with just a few clicks

  • Maintain consistent, professional messaging across all users

  • Personalize communication at scale using merge fields (Global Variables)

 

 

Step-by-Step Instructions

 

1. Access the Contact Template Manager

 

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

  • Select Contact Templates from the dropdown menu

 

 

2. Create a New Template

 

  • On the Manage Contact Templates page, click Create New Template

  • A creation overlay will appear

 

 

In the template builder:

 

  • Template Type: Select either Email or Text Message

  • Template Name: Internal name, only visible to your team

  • Subject (Email only): This will be the subject line that leads see

  • Message: Write your email or text

     

    • You can insert Global Variables to personalize the message

       

      • Example:

        “Hello, {lead_first_name}! I’m {agent_first_name} {agent_last_name}.”

        The lead will see: “Hello, Jane! I’m Anita House.”

       

     

 

 

Once done, click Save

 

3. Use Your Template When Messaging Leads

 

  • When composing an email or text (from a Lead Detail Page, Inbox, or Mass Messaging view):

     

    • Use the Template dropdown to select your saved template

    • The message field will auto-fill with your template content, including variables

     

 

 

Best Practices

 

  • Use descriptive names for your templates so they’re easy to identify

  • Set your Template Access Level to Global if you want all users to access it

  • Keep messages concise and personalize with merge fields to improve engagement

  • Regularly review and update templates to reflect current messaging strategies

 

 

Troubleshooting Common Issues

 

Issue: Template doesn’t appear when composing a message

Solution: 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)

 

Issue: Global Variables aren’t populating correctly

Solution: 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.