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Create message templates

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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

Message templates enable the one-time creation of reusable messages that can be sent to multiple customers. With message templates, you can maintain high-quality content and avoid spam in the ecosystem. You can save time and personalize the messages by using placeholder values that can be replaced with dynamic content when the message is sent.

To create a message template

  1. In the site map of Customer Service admin center or Contact Center admin center, in Agent experience, select Productivity.

  2. Select Manage for Message templates.

  3. Select New, and enter the following details:

    • Name: Enter a name.
    • Channel: Select SMS.
    • Default language: Select a language.
    • Default text: Enter the default text for the message.

  4. Select Save. After you save the template, the Message template panel appears.

  5. Select New message and create a message using localized text in each language that you want to support.

    Create localized text of new message.

    Message templates support the following slugs.

    Slug Description
    {FullName{Customer}} The full name of the customer who initiated the conversation.
    {LastName{Customer}} The family name of the customer.
    {NickName{Customer}} The nickname for the customer.
    {FullName{Agent}} The full name of the agent who is assigned to the conversation.
    {FirstName{Agent}} The first name of the agent.
    {LastName{Agent}} The family name of the agent.
    {Nickname{Agent}} The nickname for the agent.

    For more information, see Slugs.

  6. Select Save & Close to see your localized message appear in the list of message templates.

Configure outbound messaging
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Configure a WhatsApp a channel through Twilio