Write it once, send it forever. Templates are saved messages with merge fields that fill in the customer's name and your store details automatically. They're shared across all your locations.
Use a template
In a conversation, select the template button next to + in the message box (1).
Pick a template from Add template (2). You can search by name.
It drops into the message box with the merge fields filled in. Tweak it if needed, then select Send.
The template, ready to send, with the customer's name, store name and phone filled in:
Create or edit a template
Needs the Text templates permission (System settings > User permissions > Account Administration).
In Messenger, select Manage templates (top right).
Select Create template, or the pencil icon to edit one.
Add a Template name (up to 80 characters, must be unique) and the Message body.
Click a variable (Store name, Store phone, Customer first name) to insert it at the cursor, or type it in brackets.
Select Create template. To remove one, select the trash icon and confirm.
Merge fields
Field | Fills in |
[customer_first_name] | The customer's first name, or the business name for business customers |
[store_name] | Your dealership's name |
[store_phone] | Your dealership's main contact number |
5 templates worth creating today
Template | Message |
Ready for pickup | Hi [customer_first_name], good news! Your unit is ready for pickup at [store_name]. Questions? Call us at [store_phone]. |
Repair approval | Hi [customer_first_name], our tech found something on your unit. Photo attached. Reply YES to approve the repair, or call [store_phone] with questions. |
Part arrived | Good news [customer_first_name], your part is in at [store_name]. Stop by anytime to pick it up! |
Appointment reminder | Hi [customer_first_name], a reminder of your service appointment tomorrow at [store_name]. Questions? Call [store_phone]. |
Thanks for visiting | Thanks for choosing [store_name], [customer_first_name]! Reply here anytime if you need us. |
No more "Hi [customer_first_name]" texts. If a field can't be filled, for example no first name on file, it stays in brackets, a warning names it, and Send is disabled until you fix it.
Templates from Blackpurl 2 that use [customer] still work, and fill in the same as [customer_first_name].