Templates overview

A template is the content of a message for one channel: the push title and text, the email subject and HTML, the SMS text, or the WhatsApp message. You write it once, then campaigns and flows send it.

Open Engage → Templates to see every template in the current environment.

Key ideas

• One channel per template. You pick the channel when you create the template. You cannot change it afterwards. The channels offered are Push, Email, SMS, MMS, RCS and WhatsApp.
• Variables. Fields can contain placeholders such as {{user.first_name | default: "there"}}. They are filled with the recipient's data at send time. See Personalise a template.
• Versions. Each save of the content creates a new version. Campaigns and flows use the published version. See Versions, checks and publishing.
• Checks. Validation runs channel-specific checks, such as unresolved variables, asset reachability, push payload size and DLT patterns. Blocking failures stop publishing.
• Test sends. You send the saved version to a test group or to a few addresses before you publish. In Live, publishing needs a passed validation and a test send on that version.
• Environments. Test and Live each have their own templates. You can promote a Test template to Live. See Test and Live.

How-to guides

1. Find and manage templates: search, filter, create.
2. Create a template: details, channel and category.
3. Write the content for each channel: push, email, SMS, MMS, RCS and WhatsApp fields.
4. Personalise a template: variables and fallbacks.
5. Preview a template with a real profile and send a test.
6. Versions, checks and publishing.
7. Manage test groups.
8. Use files from the asset library in WhatsApp templates.

Permissions

You need the content templates permission to create and edit, and a separate publish permission to publish or deactivate. Without them the buttons are hidden. Owners and Admins have both.