SMS templates

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Neptune CRM Location: Side Nav -> Templates -> SMS

SMS templates help your team send consistent messages without writing the same text each time. Add personalisation tokens to fill in details for the selected contact, customer or lead when the template is used.

Create an SMS template

  1. Open Templates from the Side Nav.
  2. Choose SMS.
  3. Select New template.
  4. Write the message.
  5. To personalise the message, place the cursor where the detail should appear, select the token button, and choose a token.
  6. Review the Example preview. It includes the staff attribution and opt-out wording that Neptune adds when the message is sent.
  7. Enter a template name.
  8. Choose the visibility:
    • Private makes the template available only to you.
    • Public makes the template available across your organisation.
  9. Select Save.

The example preview uses sample contact and customer details. Neptune replaces the tokens with the actual details when someone selects the template and chooses a recipient.

Available personalisation tokens

  • Contact first name inserts the selected contact’s first name.
  • Contact last name inserts the selected contact’s last name.
  • Contact full name inserts the selected contact’s full name.
  • Contact phone inserts the selected contact’s phone number.
  • Contact email inserts the selected contact’s email address.
  • Organisation name inserts your organisation’s name.
  • Customer name inserts the name of the customer or lead record.

Use Contact first name when you want to address the recipient personally. Use Customer name only when the message should refer to the customer or lead record itself.

Use a template when sending an SMS

  1. Open the SMS tab on a customer or lead.
  2. Choose the contact who should receive the message.
  3. Select Use template, then choose a template. Use All or Mine to filter the list.
  4. Review and edit the message if needed.
  5. Check the completed message under Preview.
  6. Select Send SMS.

Tokens resolve for the selected contact. If the selected contact does not have a detail required by the template, Neptune identifies the unresolved token and prevents the message from being sent. Add the missing contact detail or remove that token from the message.

See SMS conversations for the complete sending and conversation workflow.

Use tokens in sequence SMS steps

The same personalisation tokens are available when writing an SMS step in a sequence. Sequence messages resolve the tokens for the primary contact and the enrolled customer or lead when the step runs.

Make sure the primary contact has the phone number, email address, or name used by the message. See Sequences for setup and delivery guidance.

Manage templates

The SMS templates page shows each template’s name, visibility, creator, and creation date. Select a row to edit a template, or use the delete action when it is no longer needed.

Changing a template does not change SMS messages that have already been sent.

Troubleshooting

Why does the preview show example details?

The template editor demonstrates how tokens will appear without requiring a specific recipient. The actual values are filled in after the template is selected for a customer or lead contact.

Why can’t I send a message after choosing a template?

Check the warning beneath the message. A token may need a contact detail that is missing, or the completed SMS may be too long after staff attribution and opt-out wording are added.

Why can’t another user see my template?

The template may be set to Private. Change it to Public if it should be available to everyone in your organisation. Access can also depend on the user’s role. See User Roles & Permissions.