What it covers
Use reusable content and connected scheduling where enabled, with delivery state visible to the team.
Communications
Templates and scheduled messages
Prepare consistent responses and follow-up messages.
How it works
Prepare consistent replies and follow-ups
Reuse approved content for common responses and schedule supported follow-up messages when delivery is enabled. A visible delivery state helps the team distinguish a prepared message from one that has been sent.
In practice
Use reusable templates and inspect message status in the customer communication workflow.
When to use it
Useful situations
- Prepare consistent replies to common service or sales questions.
- Schedule a permitted follow-up for a known date when the workflow supports it.
- Give teammates a reusable starting point that still receives human review.
A working path
How the work moves
Create a useful template
Write short, reusable wording for a real recurring scenario. Keep variable details obvious and verify that placeholders or customer-specific facts are checked before the message is used.
Prepare or schedule
Select the template in the relevant customer workflow, adapt it to the person and confirm communication preferences. If scheduling is enabled, choose the intended time and inspect the pending item before saving.
Review delivery state
Return to the communication record to check whether the message remains scheduled, was sent or encountered an issue. Change or cancel it through the supported controls if the customer’s context changes.
Illustrative scenario
Appointment reminder
A coordinator adapts a reminder template with the correct appointment details, confirms the recipient’s preferences and schedules it only if the workspace’s connected communication workflow allows that action.
Before you start
What to check
- Scheduling and delivery depend on workspace configuration, provider connection and the supported message workflow.
- Templates reduce retyping but do not guarantee accuracy; review names, dates, consent and links before sending.
Do templates send automatically?
A template is reusable content; a person reviews and uses it through an enabled communication workflow.
Can I see what happened to a scheduled message?
Supported communication state is visible in the related workflow; provider delivery may take time to confirm.
Get started
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