Introduction

SMS templates are pre-written messages that can be sent to multiple recipients via SMS (Short Message Service) messages. These templates are typically used in business and marketing communications to save time and ensure consistency in messaging. 

SMS Templates in Vtiger CRM

SMS templates are customized to include specific information, such as the recipient's name or other personal details. You can send appointment reminders, promotional offers, event invitations, and other messages. SMS templates can help organizations streamline communication and improve efficiency while ensuring messages are clear, professional, and on-brand.

SMS templates are used for various purposes in both personal and business settings. Here are some common use cases:

• Marketing: Businesses can use SMS templates to send their customers promotional offers, sales alerts, and other marketing messages.
• Appointment reminders: Healthcare providers, salons, and other businesses that schedule appointments can use SMS templates to send automated reminders to their customers.
• Event invitations: Organizations can use SMS templates to invite customers, employees, or other stakeholders to events such as product launches, conferences, and webinars.
• Customer service: Companies can use SMS templates to respond quickly and consistently to customer inquiries, such as order confirmations or shipping updates.
• Personal communications: Individuals can use SMS templates to save time sending messages to friends and family, such as birthday greetings, holiday wishes, or general updates.

Merge Tags in SMS Templates

Tags in SMS templates are placeholders that allow you to insert personalized information into your messages, such as the recipient's name, phone number, or other contact details. When you create an SMS template, you can use the Merge Tags feature to dynamically populate a message with specific details based on the recipient's profile or other data sources.

Merge Tags use a specific syntax, such as {#var#}, and can be customized to match specific data fields available in your CRM. Using Merge Tags can help you create personalized, targeted messages that resonate with your audience and improve engagement.

For example, let's say you want to send an SMS message to a customer reminding them of an upcoming appointment. You can use Merge Tags to automatically insert the customer's name, appointment date, and other details into the message. When you send the message, the tags will be replaced with the information from the merged fields from the related record.

Enter {#var#} and select the required merge field from the section below. When you send the message, the merge tags will be replaced with the information from the merged field specific to the recipient from the related record. 

Feature Availability

Benefits of using SMS Templates

Following are the benefits of using SMS templates:

• Time-saving: SMS templates allow you to create pre-written messages that can be sent quickly and easily to multiple recipients, saving you time compared to writing individual messages from scratch.
• Consistency: SMS templates ensure that your messages are consistent in tone, content, and branding across all recipients, ensuring a professional image.
• Personalization: SMS templates can be customized with specific details, such as recipient names, to help establish a more personal connection with your customers.
• Accuracy: SMS templates can help reduce errors and ensure accuracy in the messages sent to customers, by providing a standardized message.
• Efficiency: SMS templates can streamline your communication process and increase efficiency in your business operations.
• Scalability: SMS templates can be used to send messages to large groups of people, making them a scalable solution for businesses of all sizes.

Overall, SMS templates can help you save time, improve consistency, and streamline your communication process while providing a personalized experience for your customers.

In this article, you will learn about the following:

• Installing or Configuring SMS Templates
• Creating an SMS template
• Merge Tags in SMS templates
• Other actions in SMS templates

Key Terminology

Installing SMS Messages

To create SMS templates on Vtiger CRM, you must install the SMS Notifier Add-on from the Extension Store.

Follow these steps to install the SMS Notifier add-on from the Extension Store:

1. Log in to your CRM account.

2. Click the User Menu.
3. Click Settings.

4. Look for Extension Store.
5. Click Add-ons.

6. Search for SMS Messages.
7. Click Install.

On successful installation, the screen displays a confirmation message. You will find the SMS Notifier under the Main Menu > Marketing > Marketing Enablement. You can now start creating your SMS templates.

Using Merge Tags to SMS Templates

You can add merge tags to an SMS while creating an SMS template. These tags are available as a list based on the module selected in the Related Module field when creating an SMS template.

Follow these steps to add merge tags to an SMS template:

1. When adding content to the SMS template:
   1. To add a merge tag (Repeat to add more merge tags).

1. Enter {#var#} in the content.
2. Click anywhere outside the content field. Merge tag fields appear.
3. Click on the empty field beside the added placeholder.
4. Select the required merge tag from the available list.

In this way, you can add multiple merge tags to an SMS to fetch the required data from the specific unique fields for each entity.

Creating an SMS Template

Follow these steps to create an SMS template on Vtiger CRM:

1. Log in to your CRM account.

2. Click the Main Menu.

3. Click Marketing.
4. Click SMS Templates. A List View of SMS templates appears.

5. Click +Add Template. Create SMS template window appears.
6. Enter or select information for the following:

1. Content: Enter the content of the SMS template.
   1. To add a merge tag (Repeat to add more merge tags).
      1. Enter {#var#} in the content.
      2. Click anywhere outside the content field. Merge tag fields appear.
      3. Click an empty field.
      4. Select the required merge tag from the available list. 
2. Template Name: Enter a name for the SMS template.
3. Template ID: Enter a unique a: Before creating the SMS template.
4. Assigned To: Select a user from the drop-down.
5. Status: Select the status of the SMS template from the drop-down.
6. Template Type: Select the SMS template type from the drop-down.
7. Module: Select the related module of the CRM from the drop-down.

8. Click Save. 

You can see the created SMS template in the SMS Templates List View.

Editing an SMS Template

You can edit an SMS template if you own the template or if you have permission to edit the templates. Editing the SMS template will not affect the SMS messages sent earlier. 

Follow these steps to edit an SMS template in Vtiger CRM:

1. Log in to your CRM account.

2. Click the Main Menu.

3. Click Marketing.
4. Click SMS Templates. A List View of SMS templates appears.
5. Select the required SMS template from the List View.
6. Make the required changes to the SMS template.

7. Click Save.

Deleting an SMS Template

You can delete an SMS template if you own the template or if you have permission to delete the templates. Deleting the SMS template will not affect the SMS messages sent earlier. The deleted SMS templates cannot be restored.

Follow these steps to delete an SMS template on Vtiger CRM:

1. Log in to your CRM account.

2. Click the Main Menu.

3. Click Marketing.
4. Click SMS Templates. A List View of SMS templates appears.

5. Check the Checkbox corresponding to the required SMS template from the List View.
6. Click the Delete icon. You will be asked for a confirmation.

7. Click Yes, delete.

On successfully deleting an SMS template, you will see a success message on the top right side of the screen.

Sending an SMS

Follow these steps to send an SMS message to a contact, lead, or organization if there is a valid phone number available in their record:

1. Log in to your CRM account.

2. Click the Main Menu.

3. Click Essentials.
4. Click Contacts. The Contacts List View appears.

5. Hover over the required contact and click the SMS icon.
6. Enter or select information for the following:

1. Select Phone Number: Select the contact's phone number from the drop-down.
   1. Note: Ensure that the phone number is in international E.164 format.
2. Select SMS Gateway: Select the required SMS provider from the drop-down.
3. Message: Enter the content of the message.
   1. Enter the message manually. 

Or 

2. Select the SMS template from the drop-down.
   1. Note: Merge tags only work if you use them in an SMS template.

4. Insert Links: Select the required type of link to insert in the message.
5. Click Send.

You will see a success message in the top right corner once your message is sent successfully.