If you find yourself writing the same emails, SMS messages, or document sections over and over, CRM templates save you the repetition. Write it once with merge fields, and every time you use it the real data fills in automatically.
Creating a Template
Go to CRM Templates and click New Template. Choose the type — email, SMS, or document section — give it a name, and write your content. Insert merge fields wherever you want personalised data to appear.
Merge Fields
Merge fields are placeholders enclosed in double curly braces. When the template is used, they're replaced with real data from the contact, opportunity, or account. Common merge fields include:
- {{contact.first_name}} — the contact's first name
- {{contact.email}} — the contact's email address
- {{deal.name}} — the opportunity name
- {{deal.value}} — the deal value
- {{company.name}} — your company name
- {{products.table}} — a formatted table of products on the deal
Using Templates
When composing an email or SMS, select a template from the dropdown. The content fills in with merge fields resolved to real data. You can still edit before sending — the template is a starting point, not a straitjacket.
Templates also work in automations. When you set up an automated email action, choose which template to use. The automation sends the template with merge fields resolved for each specific contact and deal.
Template Categories
Organise templates by purpose: follow-up, proposal, booking confirmation, onboarding welcome, payment reminder, feedback request. A well-organised template library means your team can find the right message in seconds.
Tip: Keep templates short and conversational. The merge fields handle personalisation, so the template text should read naturally — like a real person wrote it for this specific client.
