04 Feb 2017
Templates – How To With Tips
Templates are a great feature of Hoptree to ensure consistent messaging from your company. If we get too used to texting formats, such as using acronyms like “brt” for “be right there” we exclude different audiences that aren’t as adept in texting lingo. We built templates so that we could quickly get consistent messages out but in a way that could be customized as needed. Here is a walk-through of the templating with some tips in bold italics along the way.
Templates are configured by the Admin user role under the Company setting.
Each template is named and the beginning of the text will be seen at the beginning screen.
Tip #1: Be clear when naming your template. Template names will be shown when someone using a template chooses one.
When creating a template, you will name it and then write the message in the large text box.
Tip #2: It is often helpful to identify your company in the text messages. One convention is to start each template with [Company Name] knowing that conversations often start with the templates.
To create prompts for information to be added to the message, click “TEXT”, “TIME” or “DATE” below the text box. Each of these allow you to name the placeholder to be used as people fill out the template.
Tip #3: Be clear about what people should fill in on the placeholder. If you want your employee to fill out their first name, say “Your First Name” and not just “Name” or even “First Name”.
Once you fill in all of the message template, there will be placeholders for each of the pieces of information. Each of these placeholder are in brackets and start with a keyword of what to fill in like Text, Time, or Date. Save this template and your team can use it for texting immediately.
Sending Templated Text Messages
When you are sending a new message or responding on a thread, you may choose to send a message based on a template. Templates are represented by the template icon which looks like a file or document to the left of where you type text messages in.
Clicking on the template icon will open up a drop down to select a template to use. All of the company templates will be available via this drop down which is why it is important to be clear about the template name as we said in Tip #1.
Once a template has been selected, the staff member will have a series of prompts to fill out the template for use.
The Time and Date elements have time / date pickers. The date shows up in a short format, “Feb 10”, and the Time shows up in the shortest format possible with AM or PM added. The time also will state “12 noon” for 12:00 PM or “12 midnight” for 12:00 AM.
Tip #4: Some teams will find it easier just to have a Text time or date field when using ranges like “Monday-Wednesday” or “10-noon.”
Once completed, the staff member can click “Ok” and the message will go into the area they fill out texts but still not be sent. This gives the staff member an option to double-check or even edit before sending.
Tip #5: If you are designing templates and something may need manual editing, try to leave this at the end of the text line.
Finally, click the Send (Airplane Icon) and the message will be sent to the customer.
It is satisfying to see consistent communications from your company but even better to establish that two-way dialogue.
Tip #6: Don’t expect everything to be done via templates. People want to have that two-way conversation with real people.