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Templates let you reuse SMS and email messages with merge fields that auto-fill with contact, property, buyer, and offer details. They power one-off sends from the composer, bulk Review & Send, and Sequences. Manage them in Advanced Settings > Communication > Templates.
Related settings: Templates live under Advanced Settings > Communication. Buyer name and company name come from Basic Setup > Buyer Identity, sender domain comes from Basic Setup > Email Setup, and offer defaults come from Advanced Settings > Deal Terms.

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Create a template

1

Open Templates

Go to Advanced Settings > Communication > Templates. Filter the list by SMS / Email and by conversation context (New Conversation / Existing Conversation), or use Search templates to find one by name. On a phone those filters stack, New Conversation / Existing Conversation shorten to New / Existing, and list view is stacked cards instead of the desktop table.
2

Add a new template

Click New Template and give it a name. Only admins can create, edit, or delete templates.
3

Write the content

Write your message and insert merge fields from the picker (full list below). Use Search placeholders to filter that list by name or token. For email, add an Email Subject - it is required before the template can be saved. An email preview shows the message with merge fields replaced by your settings and sample data.
4

Set the conversation context

Choose New Conversation (cold outreach to an agent you have not talked to) or Existing Conversation (follow-up in a thread that already exists). ProPilot offers the right templates for each situation in the composer and in bulk sends.
5

Set as default and save

Toggle Set as default if you want this template preselected. Defaults are per channel and per context, so your organization can have its own default first-outreach SMS, default follow-up SMS, and the same for email.

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Merge fields

Merge fields are replaced per message at send time. In Review & Send, a merge field with no value shows a warning and is marked Empty under Placeholders. You can still send, and the blank value is left out of the message. Buyer Identity fields (name, company, phone, and email) are filled from Buyer Identity. Sequence auto emails with an empty merge field are held for review instead of sending. See Send Due Steps. You can also create custom merge fields for extra deal terms and insert in email templates to place your signature.

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Platform (system) templates

ProPilot provides read-only system templates as starting points. Use the System template toggle (eye icon) to show or hide them in the list. To customize one, create your own template with similar content - system templates themselves cannot be edited. Walk the math - Flip Max Offer and Walk the math - Rental Max Offer explain the Deal Calculator max offer and tell the agent that number is the most you can pay. Use them when the price you already sent is that max offer. A different price, such as a discount off list, is a different number than the one these letters defend.

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Where templates show up

  • The Messages composer offers matching templates for the channel and conversation context. Inserting a template into an email reply keeps the existing thread subject, so the reply stays in the same email thread. Property context in the placeholder picker, and This message is about in template review, show which property fills the merge fields, including when only one property is linked.
  • Bulk Review & Send preselects your default template and fills merge fields per property.
  • Sequences snapshot template content into each step when you build them. Platform templates show the same purple System pill as Review & Send.

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Common questions

Yes - toggle Set as default when creating or editing. Defaults are per channel (SMS or email), so the right one is preselected in compose and bulk flows.
Yes - email templates need a subject before they can be saved. When the template is used as a reply in an existing thread, the thread’s subject is kept instead so the reply does not break out into a new thread.
The field is removed from the message and surrounding spacing is cleaned up. For example, if a property has no market value, simply disappears rather than sending a blank or broken placeholder.
Check its channel and conversation context. A New Conversation SMS template will not be offered when you are replying inside an existing thread, and vice versa.
Only organization admins can create, edit, or delete templates. Everyone can use them when sending.
Yes. The email preview shows your message with merge fields replaced using your settings and sample property data, including your signature and logo.