Templates

Message Templates help your team save time and provide consistent responses without typing the same message over and over. Templates can include:

• Text
• Merge Fields
• Fill-in-the-blank fields
• Attachments
• Captivated features such as Forms, payment requests, booking requests, and more

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Create a Template

There are two ways to create a new Template:

1. Create one from the Templates section.
2. Save a message as a Template while you’re writing it.

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Creating a Template Video Walkthrough

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Create a Template from the Templates Section

1. Open Conversations > Templates.
2. Select the option to add a new Template.
3. Give your Template a descriptive name.
4. Enter your message.
5. Add Merge Fields, fill-in-the-blank fields, or attachments as needed.
6. Save your Template.

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Personalize and Manage Templates with Fields

Captivated offers several types of fields that make Templates easier to personalize and maintain. Depending on what you’re trying to accomplish, you can use Merge Fields, Data Fields, or Fill-in-the-Blank Fields.

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Merge Fields

Merge Fields automatically insert information that is specific to the contact, User, or another connected data source. For example:

Hi {{salutation}}, we’re looking forward to seeing you!

When the Template is used, {{salutation}} is automatically replaced with the appropriate information for that contact. Depending on your Captivated setup, Merge Fields may include contact information, User information, Custom Fields, or information from integrated systems.

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Data Fields

Data Fields store one shared value that can be used across multiple Templates. Unlike a Merge Field, the value does not change based on the contact. The same value is inserted anywhere that Data Field is used. For example, if your business uses the same scheduling link in several Templates, you could create a Data Field:

{{scheduling_link}}

Set the value of that Data Field to your current scheduling URL, then use {{scheduling_link}} anywhere you need it. If your scheduling link changes later, simply update the Data Field once. Every Template using that Data Field will automatically use the new value—there’s no need to find and edit each Template individually. Data Fields are especially useful for information such as:

• Business hours
• Scheduling links
• Payment links
• Website URLs
• Office addresses
• Support phone numbers
• Pricing or standard fees
• Promotional codes

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Fill-in-the-Blank Fields

Fill-in-the-Blank Fields are used when information needs to be entered manually each time a Template is sent. To create one, place your desired field name inside double curly brackets. For example:

Your technician should arrive between {{arrival_time}}.

When a user selects the Template, Captivated will prompt them to enter the arrival time before sending the message.

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Which Field Should I Use?

Here’s an example that uses all three:

Hi {{salutation}}, your appointment is scheduled for {{appointment_time}}. If you need to make a change, visit {{scheduling_link}}.

In this Template: A simple way to remember the difference: Merge Field = unique to the contact
Data Field = one value shared across Templates
Fill-in-the-Blank = entered each time you send

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Add Attachments to a Template

You can include attachments with Templates when your team regularly sends the same file or media. Supported attachments may include common file types such as images, PDFs, and documents. When the Template is selected, the attachment will be included with the message.

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Add Captivated Features to a Template

Templates can also include certain Captivated actions and requests, allowing your team to quickly send frequently used workflows. Depending on the features available to your account, you may be able to add:

• Contact Exchange Requests
• Payment Requests
• Google Review Requests
• Booking Requests
• Location Requests
• Forms

This is especially useful when your team regularly sends the same request with similar accompanying language.

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Create a Template While Writing a Message

If you find yourself repeatedly typing the same response, you can save it as a Template without leaving the conversation.

1. Draft your message.
2. Open the three-dot menu.
3. Select Save as Template.
4. Give the Template a recognizable name.
5. Save it.

The message will then be available for future conversations.

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Share a Template

When you create a Template, it is automatically available to you. You can also share it with individual Users or entire Teams.

1. Open the Template.
2. Select Share.
3. Choose the Users or Teams who should have access.
4. Decide whether they should also have Write Access.
5. Save your changes.

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Sharing a Template Video Walkthrough

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Send a Template

From an open conversation, you can find and use an available Template from the message field. You can either:

• Open the Template selector and choose a Template.
• Begin typing the Template’s name to search for it.

Once you’ve selected a Template:

1. Complete any fill-in-the-blank fields.
2. Review populated Merge Fields.
3. Review the entire message.
4. Make any necessary adjustments.
5. Send when ready.

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Sending a Template Video Walkthrough

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View and Edit Templates

Open Conversations > Templates to manage your Template library. From here, you can search and filter Templates to find the one you need. Select a Template to review its content, sharing permissions, or other available settings. Keeping your Template library organized makes it easier for users to find the correct response and reduces the chance of outdated Templates being used.

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Archive a Template

If a Template is no longer being used, archive it rather than leaving it in your active Template library. Archiving removes the Template from your active list without permanently deleting it. To archive a Template:

1. Open Conversations > Templates.
2. Locate the Template you no longer need.
3. Select the Template.
4. Choose Archive.

Archived Templates can be viewed using the Archived filter.

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Restore an Archived Template

If you need to use an archived Template again:

1. Filter your Template list to Archived.
2. Select the Template.
3. Choose Restore.
4. Review the Template content and sharing permissions before using it again.

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Safe Templates & Compliance Settings

Some Captivated accounts use compliance settings that allow Administrators to designate certain Templates for specific messaging workflows. If available on your account, Administrators may see a Safe to Send setting when creating or editing a Template. This setting works with your organization’s Captivated compliance configuration and should only be enabled for Templates that meet the requirements established for that messaging workflow. If you’re unsure whether a Template should be designated as safe, contact Captivated Support before changing the setting.

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Template Best Practices

• Give Templates clear, searchable names.
• Keep messages concise and conversational.
• Use Merge Fields to personalize messages when appropriate.
• Use fill-in-the-blank fields for information that changes with each send.
• Review messages before sending, even when using a Template.
• Limit Write Access for important organization-wide Templates.
• Archive Templates your team no longer uses.
• Periodically review shared Templates for outdated information, links, attachments, or language.
• Be especially careful when using Templates for large Announcements.

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Need Help?

If you need help creating, sharing, or managing Templates, contact Captivated Support using the in-app Support option or text (317) 316-3600.