Templates

Templates facilitate users' work when responding to repetitive questions, improving efficiency and response times. You can create templates for both text channels and email.

Template scope

In uContact there are two scopes for templates:

1. Global: available for all campaigns in the system. They are created from the Templates section, within the Campaigns screen of the Administrator menu.
2. Campaign-specific: associated exclusively with a particular campaign. They are created from the Templates section within each campaign's configuration and are only available in that campaign.

Types of templates

In uContact you can create three types of templates according to format:

1. Text: Simple text editor for SMS, WhatsApp, WebChat, Instagram, and Messenger templates.
2. Rich text format: Rich text editor for email templates with format options (bold, colors, lists, etc.).
3. HTML: HTML text editor for email templates with custom HTML code for more complex designs.

How to create a template?

1. Access the Campaigns screen from the Administration menu.

2. Go to the Templates tab.

3. Click the New button located in the upper right corner.

4. Select the type of template you want to create:
   • Text: For text channels (SMS, WhatsApp, WebChat, Instagram, Messenger)
   • Rich text format: For emails with format
   • HTML: For emails with custom HTML code

With the Enabled switch you can define whether the template is available to be used. Only enabled templates are available to users in the Inbox and in Outbound Hubs; disabling an existing template asks for confirmation.

Text templates

Text templates are used for messaging channels like SMS, WhatsApp, Messenger, and Instagram.

Required fields

• Name: Unique identifier of the template in the system. This name is only visible internally to users when selecting the template.
• Message: Template content that will be sent to the customer.

Using variables

You can use manually written variables within the message to guide users when completing the information.

These variables are not dynamic and are not replaced automatically. When using the template in the Inbox, the user must edit the content and manually replace each variable with the corresponding text before sending it.

Common variable examples:

• {nombre} - User name
• {nombreCliente} - Customer name
• {campaña} - Campaign name
• {fecha} - Date

Text template example:

Hello! My name is {nombre} and it will be my pleasure to assist you today.

When using this template, the user must modify {nombre} and write the correct value before sending the message.

The only exception is Outbound Hubs (SMS and Email): there, variables written as ${key} are replaced with the values of the list's Params column.

Rich text format templates

Rich text format templates are ideal for emails that require visual formatting without needing to write HTML code.

Required fields

• Name: Unique identifier of the template in the system.
• Content: Email body with rich formatting.

Content editor

The rich text editor offers multiple format options:

• Text format: Bold, italic, underline, strikethrough
• Lists: Numbered and bulleted
• Headers: Different levels of titles
• Links: Insert hyperlinks
• Images: Add images to content
• Colors: Customize text and background colors
• Alignment: Left, center, right, justified

Rich text template example:

Dear {nombreCliente},

We are contacting you from {campaña} to inform you that...

Best regards,
{nombre}

HTML templates

HTML templates are ideal for more complex and customized email designs, where you need total control over the design.

Required fields

• Name: Unique identifier of the template in the system.
• HTML code: Complete HTML code of the email.

HTML editor

The HTML editor allows you to write HTML code directly. You must have basic HTML knowledge to use this type of template.

HTML template example:

<!DOCTYPE html>
<html>
<head>
  <style>
    .header { background-color: #0095ff; color: white; padding: 20px; }
    .content { padding: 20px; }
  </style>
</head>
<body>
  <div class="header">
    <h1>Welcome {nombreCliente}</h1>
  </div>
  <div class="content">
    <p>We are contacting you from {campaña} to inform you that...</p>
    <p>Best regards,<br>{nombre}</p>
  </div>
</body>
</html>

Once all fields are completed, click Save to create the template.

Important considerations

Key points to keep in mind

• Unique names: Each template must have a unique name in the system to avoid confusion.
• Testing: Before using a template in production, review it to make sure the variables users must replace are clearly identified.
• Global templates: Are available for all campaigns in the system. They are created from the Templates section, within the Campaigns screen of the Administrator menu. They are useful for standard messages that apply to the entire operation.
• Specific templates: Are only available in the campaign where they were created. They are created from the Templates section within each campaign's configuration. They are useful for particular messages of an operation or specific product.
• Using variables: Variables are not replaced automatically in the Inbox: users must replace them manually before sending the message.