Registering your SMS message templates in Zenvia Customer Cloud is simple and intuitive. Before you start, make sure that the SMS channel is integrated with your account.
⚠️ Attention: This feature is only available to users with Operator or Admin profiles.
To manage and create your SMS templates, go to Settings > Message Templates > SMS.
Manage SMS Templates
To manage existing templates:
- Use the search or filters to locate existing templates;
- On the templates screen, you will see: Template ID, Name, Status, and Last Updated;
- In options
, you can:
- Edit Template: Modify the content and settings of the existing template.
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Copy Json: Obtain the JSON code of the template for use in other integrations or systems.
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Copy Template Id: Copy the unique identifier of the template for reference or use in other parts of the system.
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Delete Template: Remove the template from the system if it is no longer needed.
💡 Tip: Click on the Trigger Report button to generate reports on the triggers for the current month or previous months.
Create a New SMS Template
To create a new SMS template:
- Click on the Create New Template button and complete the following information:
- Template Name: This field should be defined uniquely for the organization. Choose a name that makes the template distinguishable, in case you have multiple message templates. Examples: welcome | payment_update | delivery_status. Remember that special characters and numbers are not allowed in this field.
- Language: Specify the language of the message content. The selected language must match the text and content inserted in the message.
- Account Alias: This is the name of the SMS integration, an internal and unique code. It is used for our control and identifies a specific SMS account. This information is located in the SMS integrations section.
- Email: Define the email address to which Zenvia should send update information about the registered template.
- Category: In this field, indicate what the message template's function will be. It should be equivalent to the message's topic/subject. Learn about the Template Categories.
- After completing all fields, click on Next.
Template Content
Define the content of the template:
- Message Body: Mandatory field. Here you need to provide the content of the message.
- Use variables to personalize your message.
Variables in the Template
A variable is the message information that will be replaced by your customers' personalized data.
To include a variable, simply use two curly braces, the name of the variable, and close the two braces, as in the example: Hello, {{name}}. We received your message at {{hours}} and will get in touch as soon as possible.
You can use variables in all text fields of the template. If the variable exceeds the message's character limit, an error will occur during sending. At the time of the trigger, you will need to provide the content of the variables.
⚠️ Attention: If you receive the error message "Sorry, we couldn't save your template" when finishing the message template registration, check the following points:
- Unique Names: Ensure that each name is unique within the same channel. Duplicate names are not allowed.
- Variables: Avoid using special characters in the variables (such as $, commas, spaces, hyphens, tildes, percentages, etc.). These characters may not be recognized correctly, which can cause errors in template creation.
Now you just need to click on Finish and your template will be created and automatically approved.
Template Categories
Understand each of the template categories and their functions:
| Category | Description |
| Marketing |
Related to promotions, offers, welcomes, invitations, and requests. Examples:
|
| Utility |
Confirms payments, alters transactions, notifies accounts, and payments. Examples:
|
| Other |
For matters not mentioned in the other categories, such as product recommendations and newsletters. Examples:
|
| Account Update |
Informs about updates or changes to accounts. Example: Hello, {{name}}! You recently registered as our customer. Welcome! |
| Payment Update |
Contains updates or information about payments. Example: Hello, {{name}}! We have received your payment for order {{order_name}}. We will do our best to deliver your product {{delivery_date}} as soon as possible. |
| Personal Finance Update |
Information about personal finances. Example: We have just received your balance request. Your balance in account {{account_number}} is R${{balance}}. |
| Shipping Update |
Updates on order shipments. Example: Good news! Your order {{order_number}} has just been shipped and is on its way to be delivered as soon as possible. |
| Reservation Update |
Confirmations and reminders about reservations. Example: Thank you for your reservation {{reservation_number}}! We look forward to seeing you on {{reservation_date}}. You can check in between 1 PM and 5 PM. If you arrive outside of this time, you can contact the reception at {{phone_number}}. See you soon! |
| Issue Resolution |
Responses to inquiries, questions, comments, or feedback. Example: We are currently facing an issue related to {{issue}}. We are doing everything possible to resolve this situation as quickly as possible and will keep you informed about the status here. |
| Schedule Update |
Confirmations and reminders about scheduled appointments. Example: Hello, {{name}}. On {{date}} at {{time}}, you have an appointment scheduled with {{doctor_name}}. We look forward to seeing you! |
| Transport Update |
Information about transportation and transit. You can also share information about a delayed flight or where the customer can find their luggage. Example: Hello, {{name}}. Today your trip to {{destination}} is planned with us. For now, it looks like your flight {{flight_number}} will depart from gate {{gate_number}}. Have a good trip! |
| Ticket Update |
Updates on the status of a support ticket. Example: Hello, {{name}}. We have received your ticket {{ticket_number}}. We will inform you when there is an update or when our team has found a solution to your problem. |
| Alert Update |
Used to send updates or important news. This category is used for more general SMS templates, such as updates on a ordered product or delivered service. Example: Hello, {{name}}. Welcome! We are happy you registered with us. By SMS, you will receive your new schedule every week. If you have any questions about your schedule, feel free to ask. We are happy to help! |
| Automatic Reply |
Quick and automated responses about topics or statuses. Example: Thank you for your message! On business days, we respond within 24 hours. If you have any other questions or additional information, feel free to share it! |
Done! Now you know how to create SMS message templates.