⚒️SMS Templates

Cubu can send SMS messages to the customer's phone.

Messages are sent using automations in the context of a specific case record to inform the customer about changes in the case status, position in the queue, etc.

SMS Templates are predefined messages that Cubu uses to construct the message body.

Customer Engagement -> Messaging -> SMS Templates

Access to this tool requires the Engagement Admin role.

SMS Template Page

Creating SMS Templates

To define SMS templates, follow the steps below:

• Open the Customer Engagement / Messaging tool / SMS Templates

• Click New Template to open the New Template dialog.

• Enter a unique name for the template and the default message text.

• Click Create.

Editing and Localizing an SMS Template

The SMS Template details page allows you to edit an SMS template and provide alternative texts for different languages.

Cubu will try to select the SMS in the language matching the case record's language. The default template text will be used if a text for the case's language is not provided.

Note: An orange warning icon will appear next to templates with missing translations.

Dynamic SMS Messages

An SMS template contains text and parameters. Using parameters enables you to create dynamic messages that include values from the current case record.

Parameters are written using double curly brackets. For example, the text:

Your ticket number is {{ticket}}

Will generate a message similar to:

Your ticket number is A103

When you edit the template text, click Insert Parameter to show available parameters. Clicking on a parameter inserts it into the text box.

See Also

🗒️Dynamic Text Parameters (Messaging)