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Using My templates within messaging channels

Agents can now create their own messaging templates directly from the Aircall Workspace. My templates option allows agents to save and reuse their own frequently used messages, helping them save time when communicating with clients. These templates are private to each agent, meaning neither admins nor other agents can view or edit them.

Agents can create and manage templates for their own use, whether to store company-recommended formats or simply to reuse personal messages instead of typing them from scratch each time.

My templates only cover text format.

IMPORTANT:
My templates are not supported in HubSpot CTI, but they are supported in Salesforce CTI (v3 and v4).

Creating my templates

There are two ways to create a template: from the sent or received messages or directly from the list of templates.

Option 1

Steps:

  1. Hover over a sent or received message in SMS or WhatsApp. If you save a message that has attachments, only the text will be saved as a template.
  2. Click Save as template
Aircall Workspace where you can create your template from the sent message.png

Option 2

Steps:

  1. Access the list of templates via the “Template” button in the input inbox 

    Template button to create a messaging template.png

  2. Click on “Create a template” at the bottom of the list 

    Created messaging templates to choose and apply to the conversation.png

  3. Once saved, you can use your templates in your conversations with the customers. 

    My templates 3.png

Using my templates

Steps:

  1. In the inbox, click the template button.
  2. Select the desired template from your list.
  3. The content will be pre-filled in the message box.
  4. Edit the text if needed, or send it as is.
TIP:
You can mark templates as favorites to pin them at the top of your list.  
Templates can be used on both SMS and WhatsApp, provided the line is compatible.

Difference between "My templates" and WhatsApp templates

  • My templates:
    • Personal to each agent.
    • Work for both SMS and WhatsApp (if the line supports it).
    • For WhatsApp, it can be used only once a conversation is already open.
  • WhatsApp templates:
    • Managed by Admins through the Aircall Dashboard.
    • Required to initiate a WhatsApp conversation.
    • Cannot be replaced by My templates to initiate the conversation, but WhatsApp templates can also be used after the conversation is open.
IMPORTANT:
My templates cannot be used to start a WhatsApp conversation. They can only be used after the conversation is already open.

Managing my templates

  • Favorites: mark templates as favorites to keep them easily accessible. Favorites are personal and not shared with colleagues.
  • Deleting: Agents can remove templates from their own list at any time.
NOTE:
Each agent’s templates and favorites are private. They cannot be accessed by admins or other agents.
Anna L.