Quickstart: Email & SMS

With email and SMS, you can automate follow-ups, personalise messages, and enhance the customer experience

Before you start

For email templates, be sure SMTP settings are configured first so you can send emails.

You'll need the follow permissions to create templates:

And the following permissions to send email and SMS

Permissions are granted in Manage Organisation - click to enlarge!

Go to Campaigns > Email Templates
Click the + (plus) icon to start
Under the Settings tab, enter some essential information:
- Name: Internal name for the template
- From?: Either check the box to use the agent's email address, or enter your company name and email under Senter Name & Sender Address
- Save after entering settings.
Under the Email Body tab:
- Enter Subject and message body.
- Use the rich text editor: formatting, links, HTML, images, etc.
- Insert dynamic merge fields (e.g., lead name, campaign data) to personalise messages.
Save the template when done.

Read more about Email Templates here.

Go to Campaigns > SMS Templates
Click New to start.
Enter the following essential information:
- Name: Internal name for your SMS template
- Sender: Display name shown in the recipient’s SMS sender field (must include correct formatting).
- Message: enter the text body; can include merge fields for personalisation (e.g., lead fields, campaign fields).
Save Changes when done.

Read more about SMS Templates here

Once templates are created they need to be linked to the Campaigns they should be used in.

Go to Campaigns → Campaign Overview.
Select the campaign you want to update and click the pencil (edit) icon.
Under the Edit Campaign dropdown:
- For emails: select Email Templates and choose the desired template.
- For SMS: select SMS Templates and add the template.
For SMS templates, you can toggle Editable so agents can adjust the message when sending.
Click Save to attach the template to the campaign.

✅ Agents have permission to send messages?

✅ Templates are added to the Campaign?

Messages can now be sent directly from the Contact Page

Lead Admin...

And more!

Your email templates appear in the Email Templates list and are active/usable.
Your SMS templates show up and can be selected in campaigns.
When creating or sending messages from campaigns, the body is pre-populated with the template.

SMTP not working? Confirm SMTP settings are configured before sending emails.
Template not visible? Check the status filter (Active/Inactive) and search.
Merge fields not merging? Ensure the field exists in the campaign template and is correctly inserted.
SMS sender not displaying? Some carriers require specific formatting — include internationally formatted numbers or approved sender names.