Creating & Editing Messaging Templates

Templates save you time and promote consistency in communication with your customers. Instead of typing out a new message each time you try to schedule an appointment or answer a question about billing, simply use a template. Podium has four default templates:

Name Message Text
Review Invitation - Organization Default Hi, :customer_first_name:! Thank you for choosing :location_name:. Could you take 30 seconds to leave us a review using the following link? :review_invitation:
Hi :customer_first_name:, just wanted to remind you to leave us a review on Google or Facebook using the link above when you get a sec. It would really help us out, thanks again!
Say Thanks Thanks so much for the review, :customer_first_name:! Feel free to text this number any time and we'll respond ASAP.
Negative Review Follow Up Hey :customer_first_name: so sorry to hear your experience wasn't awesome. What can I do to make it right?
Attention: Account owners can manage templates for all locations; other users may have permission to manage templates for the locations they have access to.

Creating a New Template

You can create your own templates to make answering your most common customer questions easier. For ideas of templates you might want to create, check out the custom templates article.

To create a new template:

  1. Do one of these options:
    • If you're already in the inbox sending a message, click Templates.
      Xnip2021-10-14_23-53-40.jpg
    • Click the settings (gear) icon and click Templates.
      Xnip2021-10-14_23-54-29.jpg
  2. Click Create New.
    Xnip2021-10-14_23-55-12.jpg
  3. Enter a title for the template.
    Xnip2021-10-14_23-55-38.jpg
  4. If you’ll be emailing the template, add a subject line.
    Xnip2021-10-14_23-56-01.jpg
  5. Enter the message you want to use for the template.
    Xnip2021-10-14_23-56-49.jpg
  6. If needed, you can click the paperclip icon to add an attachment.
    Xnip2021-10-14_23-57-08.jpg
  7. If you want to customize the message, click :a: to add a variable. Then, select the variable you want to use. For example, you might want to personalize the message by selecting the variable that displays the person’s first name. For a detailed explanation about variables, read “Personalizing Messages with Variables.”
    Xnip2021-10-14_23-57-25.jpg
  8. Select Global to make the template available for all locations, or select Custom to make the template available for specific locations.
    Xnip2021-10-14_23-57-38.jpg
  9. Click Save when you’ve finished making changes.
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Creating a Review Invitation Template

Unlike other messaging templates, review invitations require a variable. The review invitation variable automatically adds a clickable link to your message. When a customer clicks on the link, they’ll be given an option to leave a review on one of your review sites. There are five localized review invitation links to choose from: English, Chinese, French, German, and Spanish.

To create a review invitation template:

  1. Do one of these options:
    • If you're already in the inbox sending a message, click Templates.
      Xnip2021-10-14_23-53-40.jpg
    • Click the settings (gear) icon and click Templates.
      Xnip2021-10-14_23-54-29.jpg
  2. Click Create New.

  3. Xnip2021-10-14_23-55-12.jpg
  4. Enter a title for the template.

  5. If you’ll be emailing the template, add a subject line.
    Xnip2021-10-15_00-07-40.jpg
  6. Enter the message you want to use for the template.
    Xnip2021-10-15_00-07-56.jpg
  7. If needed, you can click the paperclip icon to add an attachment.
    Xnip2021-10-15_00-09-45.jpg
  8. Click the :a: icon and add the Review Invitation variable in the appropriate language.
    Xnip2021-10-15_00-08-23.jpg
  9. If you want to further customize the message, click the :a: icon to add additional variables. For example, you might want to personalize the message by selecting the variable that displays the person’s first name. For a detailed explanation about variables, read Personalizing Messages with Variables.”
  10. Select Global to make the template available for all locations, or select Custom to make the template available for specific locations
    Xnip2021-10-15_00-11-03.jpg
  11. Click Save when you’ve finished making changes.

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Editing an Existing Template

You can edit a template’s text, include variables, add an attachment, or assign the template to other locations.

To edit an existing template:

  1. Do one of these options:
    • If you're already in the inbox sending a message, click Templates.
      Xnip2021-10-14_23-53-40.jpg
    • Click the settings (gear) icon and click Templates.
      Xnip2021-10-14_23-54-29.jpg
  2. Click edit.
    templates19a.png
  3. If necessary, edit the template title, email subject line, and message.
    Xnip2021-10-15_00-12-35.jpg
  4. If needed, you can click the paperclip icon to add an attachment.
    Xnip2021-10-15_00-12-52.jpg
  5. If you want to customize the message, click the :a: icon to add a variable. Then, select the variable you want to use. For example, you might want to personalize the message by selecting the variable that displays the person’s first name. For a detailed explanation about variables, read “Personalizing Messages with Variables.”
    Xnip2021-10-15_00-13-09.jpg
  6. If needed, select Global to make the template available for all locations, or select Custom to make the template available for specific locations.
    Xnip2021-10-15_00-13-25.jpg
  7. Click Save when you’ve finished making changes.
    Xnip2021-10-15_00-13-46.jpg

Making a Template a Favorite

You can make a popular template a “favorite” so it will appear at the top of your template list.

Attention: You must have the permission to manage templates to make a template a favorite.

To make a template a favorite:

  1. Go to Inbox.
  2. Find an existing customer conversation.
  3. Click Templates.
    Xnip2021-10-14_23-53-40.jpg
  4. Click the star icon next to the template you’d like to make a favorite.
    Xnip2021-10-15_00-16-27.jpg