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How to create templates for the console

Simon Walsh
  • Updated

Similar to how you can create templates to use within your flows, you can also create SMS templates within Salesforce which can then be added to messages sent via the console.

Creating templates for the console is helpful if you find you are consistently sending out the same ad-hoc messages, or would like to provide your console operators with standardised messaging.

Quick links

How to create a template for the console

How to select a template within the console

 

How to create a template for the console

These steps are specific to creating templates for use with the console within Salesforce. See SMS templates for information on how to create SMS templates for Pendula flows.

  1. Navigate to the Templates tab within Salesforce, by searching for Templates in the Salesforce app launcher

    Templates_tab.png

  2. Click New

  3. Select SMS as the record type, then click Next
    Select_record_type.png

  4. Set the Status to Active

    If the status is not active, the template will not be available within the console.

  5. From the Related Object dropdown, select the object the console has been configured on within Salesforce. For example, if your template will be used to send directly to contact records, select Contact

  6. Enter a meaningful name in the Description field

  7. Select either Allow Blank Fields or Fail Upon Blank Fields from the Substitution Rule field. This will determine whether the message will be sent if a merge field within the template is blank for a particular record

    New_template_information.png

  8. Click Save

  9. Enter your template contents into the textbox below the Template Details section

    Template_detail.png

  10. If required, you can add merge fields to your template by clicking on the Insert field button

    Insert_field.png

  11. Click Save to save your template

Once you have created a new template within Salesforce, it can then be utilised within the console.

 

How to select a template within the console

You'll need to have firstly created an SMS template within Salesforce for the same object the console is configured upon in order for it to be accessible. See the steps above for more information.

Any active templates which share the same related object as the console will be available from the Select Template dropdown field within the console.

Selecting a template will populate its contents into the Text Message box.

If you don't need to edit the template any further, simply click Send to send this as an SMS.

Select_template_field.png

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