Templates are a powerful tool designed to save you time and ensure consistency across your messaging while maintaining a professional, empathetic tone. These reusable message formats can be easily incorporated into your campaigns, streamlining your workflow.
Each template serves as a core message, pre-built with text, tags, branding, and customized formatting specific to your organization's standards. This ensures that even sensitive messages are handled with care and professionalism.
Important: Only users with Admin permissions can create or modify templates. For more details on managing user permissions, click here.
Building a new template
To create or modify a template, click on the user dropdown menu in the top right corner and select Settings.
Then, in the left-hand menu, click on Templates.
Click the Create a Template button to start building a new template.
Step 1: Defining the template
Construct your template with the end purpose in mind. Will your message be delivered via email or SMS? Will you ask for payment or simply notify your customer of a change in services?
Choosing the message type
In the New Template editor module, select the type of message you'd like to create based on the communication channel: Email or SMS.
Choosing the campaign type
Choose what sort of campaign this template will be used for.
Collections campaigns are messages that typically incorporate a payment request.
Electronic Services campaigns are messages that typically relate to services. They do not include a request for payment (e.g., service agreements, account statements, account activity notifications). Thus, they can be seen as informational in nature rather than transactional.
Filling out the required fields
The required fields may vary depending on the message and campaign types defined above. Ensure that each field is filled out accurately to maintain consistency and clarity in your messaging.
Email template fields
Language: Choose the language your message will be sent in.
Name: Provide an internal name to help identify the template (e.g., "Auto Loan Payment Reminder").
Subject*: This is the subject line that will appear in the recipient’s inbox. Keep it neutral and non-threatening to encourage engagement.
Email preheader text: The preview text that appears next to the subject line in the email client, offering a brief message overview.
Payment button text: (For collections campaigns only) This is the call-to-action text on the payment button (e.g., “Pay Now”).
Payment box text: (For collections campaigns only) This space can be used to display the amount due and/or payment deadline details.
*💡 Tip: Subject lines are critical in whether your emails get opened. In collections, use neutral language to encourage a positive member response. Avoid words like "Collections," which may trigger anxiety or avoidance.
Examples of neutral subject lines:
“Important information about your [ORG] loan”
“Account update regarding [ORG] account #ACCNT”
“We have options for your overdue [ORG] account”
Example of a collections campaign email:
SMS template fields
Language: The language of the message.
Name: An internal reference name for your template (e.g., "Late Payment SMS Reminder").
Example of a collections campaign SMS:
Step 2: Writing your template message
Compose your message directly in the editor.
Note: SMS messages may have character limits based on your organization's settings, and images are not supported in SMS communication.
A well-crafted message should help preserve the customer's relationship while still requesting action on their account. Here are some key tips:
Know your audience: Understand the financial situation of the recipient. Tailor the message to resonate and build rapport rather than simply demand payment.
Choose the right tone: Use a firm yet empathetic tone, acknowledging any difficulties the customer might face while conveying urgency.
Be clear and direct: State the reason for the message (e.g., overdue payment) and outline the next steps clearly, such as how to make the payment or whom to contact for assistance.
Provide support: Include options for the customer to reach out for help, whether through a dedicated support team or a payment assistance program. This builds trust and offers solutions rather than just demands.
Consistency: Ensure that tone, branding, and formatting are consistent across all templates. This creates a professional and familiar experience for the customer.
Personalizing your message using tags
Personalizing a message ensures it directly targets a specific customer or customer group, making it more engaging and relevant. Personalization grabs the recipient's attention and increases the likelihood of a positive response or action.
To personalize your templates, use tags. A tag acts as a placeholder that automatically pulls in customer-specific information when the message is sent. For example, "Hello @FirstName" will appear as "Hello Beverly" for the recipient.
Common tags include:
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👉 Learn how to easily add and remove tags in your messages—click here to get started!
Important: For tags to function correctly, the necessary customer information must be included and properly mapped in your recipient list, allowing the tag to pull the correct data. Learn how to create tags with import sheets here.
Step 3: Adding translations (optional)
Catering to diverse customer bases by offering translated versions of your messages ensures inclusivity. This can help bridge communication gaps and improve response rates.
To add a translation, click Add a Translation to access the alternate language editing window. Input the translated text and personalization tags.
Step 4: Saving your template
Click the Save button to generate your template. It will now be available for future campaigns or automated sequences.
Editing your templates
To modify an existing template:
Navigate to the Templates section.
Click on the template you wish to edit.
Make your updates in the template editor module and click Save.
Important: An active campaign that is using a template will not have the changes applied. The changes will be applied, however, for that template in all other instances.
