Template Basics
What are Message Templates? Message Templates are pre-written text messages that allow agents to communicate with leads quickly and consistently. Using templates saves time, reduces typing errors, and ensures compliance with company standards.
The CRM supports two specific types of templates:
- Bulk Message Templates: These are standardized messages shared company-wide.
- Custom Agent Templates: These are personalized messages private to your specific agent account.
It is not possible to customize the initial message that is sent.
Ensure Message Success and Deliverability
Tips for Message Success & Deliverability To ensure your messages are delivered and not flagged as spam by mobile carriers:
- Avoid "Spam" Keywords: Avoid phrases like "$$$", "FREE QUOTE", "GUARANTEED", or "ACT NOW" in all caps.
- Keep it Conversational: Since these messages are for leads you are already speaking with, write like a human, not a robot.
- Length Matters: Try to keep text messages under 160 characters. Long messages may be split into multiple parts on the lead's phone.
Compliance & Eligibility (Who can I message?)-
Can I use these templates for cold outreach?
No. These templates cannot be used for the first outreach to a lead.
Who is eligible to receive these messages?
You may only send these templates to leads who have a current, active conversation with you.
- Allowed: Leads who have replied to you previously or whom you have already spoken with.
- Not Allowed: New leads who have never been contacted or have never replied to an initial message.
Compliance Note: Sending bulk templates as a first contact attempt is strictly prohibited to protect your sending reputation and ensure message deliverability.
Handling Opt-Outs
What happens if a lead replies "STOP"? If a lead replies with "STOP", "UNSUBSCRIBE", or "CANCEL":
- The system will automatically unsubscribe them to ensure legal compliance.
- You will be unable to send further text messages to this lead.
- Do not attempt to bypass this by manually texting them from a personal device; this is a violation of compliance regulations.
Bulk Messaging Guide-
What is a Bulk Message?
A Bulk Message is a single text message sent to a specific list of leads simultaneously. These are best used for marketing campaigns, holiday greetings, appointment drive notifications, or mass updates.
Who has permission to create Bulk Messages?
To ensure quality control, Bulk Message creation is restricted to:
- Agents with the specific "Bulk Send" permission
Note: Even with permission, agents can only send bulk messages to leads they own, unless the organization has configured broader access.
How do I create a new Bulk Message?
1. Navigate to: Messaging > Templates > New Text
2. In the template creation window, type the message you would like, and put in variables/data points, where you need dynamic information based on the lead.
Can I use Bulk Messages during one-on-one conversations?
Yes. Any approved Bulk Message template automatically appears in your Quick Send panel. This allows you to use compliant, pre-approved language even when chatting with a single contact.
Can Bulk Messages include lead-specific fields?
Yes. Funnel supports "Merge Tags" to personalize messages automatically.
Merge Tag Cheat Sheet:
- {{first_name}} – Inserts the lead's first name
- {{agent_name}} – Inserts your name
- {{agent_phone}} – Inserts your direct line
What are Message Templates?
Message Templates are pre-written text messages that allow agents to communicate with leads quickly and consistently. Using templates saves time, reduces typing errors, and ensures compliance with company standards.
The CRM supports two specific types of templates:
- Bulk Message Templates: These are standardized messages shared company-wide.
- Custom Agent Templates: These are personalized messages private to your specific agent account.
It is not possible to customize the initial message that is sent.
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