Template library

The Templates page is where you manage the reusable message content your recalls send — the actual emails, texts, voice scripts, and human-call scripts. A template can be used by more than one recall, so you write it once and reuse it. This article covers browsing, creating, previewing, and testing templates.

What templates are for

When a recall’s sequence sends a message, it sends a template. Keeping message content in templates means you edit a message in one place and every recall that uses it stays up to date. It also lets you preview and test a message before any patient sees it.

There are four kinds, one per channel:

• Email — a subject and body, with an optional from-name and reply-to.
• SMS — a short body, with a character count to keep it concise.
• Voice — a structured AI-call script: an opening, a list of key points, a closing, and a do-not list.
• Human call — a script and a list of talking points for your team to use.

The list

At the top, a strip of counts summarises your templates: Total templates, Emails, SMS, AI voice, and Unused (templates no active recall references).

Below, each template is a row showing its name, channel, a preview of its content, its version, when it was last edited, and a usage chip telling you how many recalls use it. Clicking the usage chip lists those recalls.

How to find a template

1. Go to Templates.
2. Use the channel filter — All, Email, SMS, Voice, or Human.
3. Use the usage filter — All, In use, or Unused.
4. Type in the search box to find by name or content.

Creating and editing

How to create a template

1. Go to Templates and click Create template.
2. Choose the channel.
3. Fill in the common fields — name, an optional description, and tags.
4. Fill in the channel-specific content:
   – Email — a subject and a body.
   – SMS — a body (watch the character count).
   – Voice — an opening, at least one key point, a closing, and at least one do-not item.
   – Human call — a script and any talking points.
5. Click Save.

How to personalize a message

1. While editing a content field, type {{ to open the smart-tag picker.
2. Choose a tag — for example, the patient’s preferred name or your practice name.
3. The tag is inserted, and it fills in with the real value for each patient when the message sends.

How to edit an existing template

1. Open the template from the Templates list.
2. Make your changes and click Save.

Previewing and testing

How to preview a template

1. Open a template and click Preview.
2. You’ll see the message rendered with a sample patient’s details filled in — an email in an email-style view, an SMS as a chat bubble, a voice script in its sections, or a human-call script.

How to send yourself a test

1. Open a template and click Test send.
2. Enter a staff email (for email templates) or phone number (for SMS and voice).
3. Click Send test. The message arrives with a [TEST] marker so it’s clearly not a real patient message.

Making a template live

A template starts as a draft while you work on it. To let recalls use it, you activate it. To retire one, you archive it.

How to activate a template

1. Open the draft template.
2. Click Activate and confirm. Recall sequences can now reference it.

How to archive a template

1. Open an active template.
2. Click Archive and confirm.

What the template library does not do

The template library holds message content; it doesn’t decide when messages send or to whom — that’s the Sequence builder and Audience builder. It also doesn’t show delivery results; those live in the Message logs and the Recall report.