Talk to us Start free trial on AgentExchange (opens in a new tab)

Templates

Reusable SMS templates, filled in from Salesforce.

Write a message once, insert Salesforce fields from a picker, add fallbacks for empty values and preview it with a real record. Your team inserts it in a click from a record, the inbox or an outreach.

Start your 14-day free trial on AgentExchange (opens in a new tab) Talk to us
  • No credit card required
  • Listed on Salesforce AgentExchange
  • Then $120 per user per year
  • Runs on your own Twilio account

What are ConnectSMS templates? Reusable text messages kept in one org-wide library in Salesforce. They use merge fields such as {!Contact.FirstName|there}, which are filled in from the record when the message is sent, with a fallback for empty values. Campaign managers and admins maintain the library, and everyone with ConnectSMS User can use the active templates.

Edit template Update "Appointment confirmation" and its merge fields.
Template details
*Template nameAppointment confirmation
*Use onContact
CategoryAppointments
Description (optional)Sent the day before a booked visit
*Message Insert field
Hi {!Contact.FirstName|there}, your appointment is confirmed for {!Contact.Appointment_Date__c}. Reply C to confirm or call us to reschedule.
141 characters • 1 segment • GSM-7 14 left in this segment

Tip: Add a fallback after a vertical bar to use when a field is empty, for example {!Contact.Name|there}. Without a fallback, an empty field blocks sending.

Active

Active templates can be used in quick replies or outreach messages.

Preview
Sample record Sarah Chen ×
Preview

GSM-7 · 1 segment · 100 characters after merging

All merge fields were filled.

Hi Sarah, your appointment is confirmed for 10/12/2026. Reply C to confirm or call us to reschedule.
Merged with the sample record
CancelSave changes

Recreated from the ConnectSMS interface with sample data.

How it works

Write it once. Send it correctly every time.

Step 1 · Template manager

Create the template

Name it, set Use on to an object such as Contact, or to any record for a quick reply, and add a category and description so people can find it.

Step 2 · Template manager

Personalize and check it

Insert fields from the picker, add fallbacks, watch the segment meter, and preview the result with a sample record before making it active.

Step 3 · Everyone

Use it anywhere

Choose Use template in the composer on a record or in the inbox, or start an outreach message from it. Merge fields are filled in when the message is sent.

Fallbacks

See a fallback work on three records.

Pick a record to see what the recipient would receive. A fallback fills an empty field; a field with no fallback blocks the send instead of leaving a gap.

  • Type the fallback after a vertical bar: {!Contact.FirstName|there}
  • Fallbacks can be up to 80 characters and can't contain braces
  • Dates use the sender's Salesforce locale, so {!Contact.Appointment_Date__c} shows as 10/12/2026 for English (United States)
  • Merge fields respect field-level security: a field the sender can't read isn't filled in
Template
Hi {!Contact.FirstName|there}, your appointment is confirmed for {!Contact.Appointment_Date__c}.
Preview with
What the recipient receives
Hi Sarah, your appointment is confirmed for 10/12/2026.

All merge fields were filled.

Recreated from the ConnectSMS interface with sample data.

Merge-field picker

Insert the right field without memorizing API names.

Choose Insert field and pick from the fields you can read on the template's object, its related records one lookup away, and the sending user and your organization.

  • Search fields by label or API name
  • Open a lookup, such as Account fields, to use a field on the related record
  • Quick replies show only sending user and organization fields, because they work on any record
You writeWhat the recipient gets
{!Contact.FirstName}A field on the record the message is sent from
{!Case.Contact.FirstName}A field one lookup away, such as the Contact on a Case
{!$User.FirstName}The sending user's first name, last name, full name, email, title or phone
{!$Organization.Name}Your company name from Salesforce
{!Contact.FirstName|there}The first name, or "there" when the field is empty
Insert a merge field Contact fields, related records, you and your company.
Search fields…

Contact

  • First Name{!Contact.FirstName}
  • Mobile Phone{!Contact.MobilePhone}
  • Appointment Date{!Contact.Appointment_Date__c}
  • Account IDAccount fields ›

Sending user

  • First Name{!$User.FirstName}
  • Title{!$User.Title}

Organization

  • Company Name{!$Organization.Name}

Recreated from the ConnectSMS interface with sample data.

Checked before it's saved

Know the length and the problems before anyone sends it.

The editor measures the message as you type and tests it against a real record, so mistakes are caught by the template manager instead of by customers.

  • The meter always shows characters, segments, GSM-7 or UCS-2, and what's left in the current segment
  • It explains when emoji or accented letters switch the message to Unicode, where each segment holds 70 characters instead of 160
  • Preview with a sample record to see the merged text, its length and its segment count
  • Fields that are empty on the sample record without a fallback are listed, because they would block sending
  • A misspelled field, or one you can't access, stops an active template from being saved

SMS segments, GSM-7 and UCS-2 explained

Message
Hi {!Contact.FirstName|there}, your order is ready to collect.
62 characters • 1 segment • GSM-7 95 left in this segment
Hi {!Contact.FirstName|there}, your order is ready to collect 🎉
63 characters • 1 segment • UCS-2 6 left in this segment

This text contains characters (such as emoji or accented letters) that switch the message to Unicode, so each segment holds 70 characters instead of 160.

Saving an active template
Hi, your service plan renews on {!Account.Renewal_Dte__c}. Reply to this text with any questions.
The template was not saved. Fix these problems:
  • {!Account.Renewal_Dte__c}: This field is not available. It does not exist or you do not have access to it.
CancelSave changes

Recreated from the ConnectSMS interface with sample data.

One library

One template library for the whole org.

Templates live on the Templates tab. There are no personal copies to drift out of date: everyone works from the same list.

  • Search by name, category or description, and filter by category or by the object a template is used on
  • People with ConnectSMS User see and use active templates
  • Campaign Managers and Admins create, edit, duplicate, activate or deactivate, and delete them
  • Deactivate a template to retire it without losing it
  • Each template shows what it's used on, its category and when it was last updated
Templates Create and manage reusable SMS templates with merge fields.
New template
Search templates… All categories

4 templates · Sort by Last modified

  • Appointment confirmation Active
    Sent the day before a booked visit
    Hi {!Contact.FirstName|there}, your appointment is confirmed for {!Contact.Appointment_Date__c}. Reply C to confirm or call us to reschedule.⋮
    ContactAppointmentsUpdated Oct 2, 2026
  • Thanks for reaching out Active
    First reply to a new conversation
    Thanks for reaching out. This is {!$User.FirstName} at {!$Organization.Name}. How can I help?⋮
    Any recordSupportUpdated Sep 28, 2026
  • Case update Active
    Status change on an open case
    Hi {!Case.Contact.FirstName|there}, there's an update on your case {!Case.CaseNumber}. Reply here with any questions.⋮
    CaseServiceUpdated Sep 24, 2026
  • Spring tune-up offer Inactive
    Seasonal offer for new leads
    Hi {!Lead.FirstName|there}, spring tune-ups are open for booking. Reply YES and we'll call you to set a time.⋮
    LeadSalesUpdated Sep 15, 2026

Recreated from the ConnectSMS interface with sample data.

In daily use

One click from the composer, the inbox and outreach.

Templates show up where people write messages, with your recently used ones at the top.

  • Use template in the composer lists your recently used templates first, then the rest
  • View all templates shows every template you can use, with a preview filled in for the record you're on
  • The template's text goes into the message box, so you can adjust it before sending
  • Outreach messages can start from a template in the Message step
  • Flow can send a template by its ID with the Send Text Message action

Outreach to reports, campaigns and filters

Use a template
Search templates…

Recently used

  • Appointment confirmationAppointments
  • Thanks for reaching outSupport · Quick reply

Other templates

  • Case updateService
View all templates

Recreated from the ConnectSMS interface with sample data.

Permissions

Who does what with templates.

ConnectSMS User

Uses templates

Finds and inserts active templates and quick replies on records and in the inbox.

ConnectSMS Campaign Manager

Manages the library

Creates, edits, duplicates, activates, deactivates and deletes templates, and uses them in outreach.

ConnectSMS Admin

Manages everything

Has every template permission, alongside numbers, access, policies and operations.

FAQ

SMS templates: common questions

What merge-field syntax do ConnectSMS templates use?

Salesforce-style merge fields with the object name first, such as {!Contact.FirstName}, one lookup such as {!Case.Contact.FirstName}, and sending-user and company fields such as {!$User.FirstName} and {!$Organization.Name}. Add a fallback after a vertical bar, as in {!Contact.FirstName|there}. A field without its object, such as {!FirstName}, isn't supported.

What happens if a merge field is empty when the message is sent?

If the merge field has a fallback, the fallback is used. If it doesn't, ConnectSMS names the field and blocks the send until the record is filled in or the template gets a fallback, so a message never goes out with a gap in it.

Who can create and edit SMS templates?

People with the ConnectSMS Campaign Manager or ConnectSMS Admin permission set create, edit, duplicate, activate, deactivate and delete templates. Everyone with ConnectSMS User can find and use the active ones.

What is a quick reply?

A template whose Use on setting is Any record (quick reply). It can be inserted on any record or conversation, so it can only use the sending user's and the organization's fields, such as {!$User.FirstName} and {!$Organization.Name}.

How are dates and numbers formatted in merge fields?

In the Salesforce locale of the person sending. A date field such as {!Contact.Appointment_Date__c} shows as 10/12/2026 for a user with the English (United States) locale.

Can outreach and Flow use the same templates?

Yes. The Message step of an outreach can start from a template, and the Send Text Message action in Flow accepts the ID of an active template and fills in its merge fields from the record.

Send SMS from Salesforce Flow

Keep exploring

Text from any record

Send, preview and schedule messages from Contacts, Leads, Accounts and Cases.

Outreach

Send one template to a report, a Salesforce Campaign or filtered records.

Try it now: every feature, free for 14 days

Put every customer text where your team already works.

Install ConnectSMS from AgentExchange, connect your Twilio account and give your team the numbers they should text from.

Start your 14-day free trial on AgentExchange (opens in a new tab) Talk to us
  • No credit card required
  • Listed on Salesforce AgentExchange
  • Then $120 per user per year
  • Runs on your own Twilio account

ConnectSMS is published by WorkBridge Solutions. Twilio bills your Twilio account directly for messaging, including during the trial.