How to Use CRM Templates

If you find yourself writing the same emails, SMS messages, or WhatsApp messages 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.

Where your templates live

Every saved email, SMS and WhatsApp template is listed at https://app.trustpager.com/content/templates. You will find it in the Content area, directly below Notepads. Each row shows the channel, a one-line preview, when it was last edited and who edited it.

• Search by name or wording to find a template quickly.
• Filter by channel with All, Email, SMS or WhatsApp. Each shows a count, so you can see how many you have of each.
• Click a row to open the template editor.
• Row menu: Edit, Duplicate (makes a copy named with "(copy)" on the end, handy for a variation) or Delete (you will be asked to confirm).

You need the CRM Templates read permission to see the page. Editing needs write permission, and deleting needs delete permission. If a teammate can see templates but not change them, ask an admin to adjust their role at https://app.trustpager.com/settings/permissions.

Creating a Template

There are two ways. Either click New Template on https://app.trustpager.com/content/templates and choose email, SMS or WhatsApp, or write a message in any compose window and use Save as template. Give it a name, write your content, and insert merge fields wherever you want personalised data to appear. A new template shows up in the compose-window template pickers straight away.

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 opportunity value
• {{company.name}}: your company name
• {{products.table}}: a formatted table of products on the opportunity
• {{deal.tags}}: the opportunity's tag names, separated by commas (for example "Setup - Accounting, Setup - Payment")

Any merge field that holds a list of values, such as tags, prints as a comma-separated list of names.

Using Templates

When composing an email, SMS or WhatsApp message, 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 on this page are wording a person picks when sending by hand. Automated copy is different: it lives on the automation itself, in the email or SMS action, so you edit it from your automations at https://app.trustpager.com/auto/automations.

Keeping your library tidy

Name templates by purpose: follow-up, proposal, booking confirmation, onboarding welcome, payment reminder, feedback request. Use the channel filter and search to spot near-duplicates, and delete the ones nobody uses. A well-organised 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.