Skip to content

Message Templates

A Message Template is reviewed, exact-wording copy the agent delivers verbatim: an outreach greeting, a booking confirmation, a legal notice. Where Playbooks produce generated conversation, a template renders the same way every time. The concept is covered in The Agent Definition; templates are edited at Settings · Message templates.

Slots

A template's body is plain text with {slot} placeholders filled in per recipient at send time:

Hi {person.firstName} — this is {agent.companyName}. You asked about
{person.productInterest}; happy to answer questions or set up a quick
call with our team.

Slots draw from the Person record ({person.…}: firstName, lastName, fullName, email, phone, company, title, productInterest, source) and the agent's identity ({agent.…}). Each template sets what happens when a value is missing for a recipient: supply a fallback rendering or skip sending to that person. Set the fallback deliberately — a greeting that renders "Hi there" is fine; a confirmation missing its date is not worth sending.

Rich cards, carousels and media

A body is not limited to prose. It can carry the same rich-messaging markup the agent writes — quick-reply chips, a card, a carousel of cards, a second bubble — and every picture in it comes from the agent's media library, named by id:

Here's a quick look at what we do.
[[carousel
Authentic AI Conversations ~ No more dead-end auto-replies. | media: image:showcase-authentic-ai
Rich, Verified Media ~ Images, carousels and verified badges. | media: image:showcase-media]]
[[chips: Book a demo | How does it work?]]

The Media panel on this page lists your items as image:<id> tokens to copy. Channels that cannot show cards (SMS) get the text of each card with the picture as a link — the template still sends. The full marker reference is in AML.

Who uses templates

  • Outreach sends a template as the opening message of an agent-initiated conversation, and its follow-up steps are templates too.
  • Playbooks reference templates by name, so the agent deploys reviewed copy at the right moments in a conversation — a booking confirmation when the appointment is set, a disclosure before a regulated topic, a showcase carousel right after the person's first reply.

A template used nowhere does nothing; after writing one, wire it into the outreach settings or a Playbook's references.

Writing for messaging

Template copy lands in a chat thread, not an inbox. Two or three sentences, one idea, one call to action. If the message needs a paragraph of qualifications, the qualifications probably belong in the conversation the agent will have after the person replies.