> ## Documentation Index
> Fetch the complete documentation index at: https://docs.propilotapp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Message Templates

> Reusable SMS and email templates with merge fields that auto-fill contact, property, buyer, and deal-terms data.

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](/features/bulk-messaging), and [Sequences](/features/sequences). Manage them in
[Advanced Settings > Communication > Templates](/settings/advanced-settings/communication).

<Note>
  **Related settings:** Templates live under
  [Advanced Settings > Communication](/settings/advanced-settings/communication). Buyer name and
  company name come from [Basic Setup > Buyer Identity](/settings/basic-setup/buyer-identity),
  sender domain comes from [Basic Setup > Email Setup](/settings/basic-setup/email-setup), and
  offer defaults come from [Advanced Settings > Deal Terms](/settings/advanced-settings/deal-terms).
</Note>

## Create a template

<Steps>
  <Step title="Open Templates">
    Go to [Advanced Settings > Communication > Templates](/settings/advanced-settings/communication).
    Filter the list by **SMS** / **Email** and by conversation context (**New Conversation** /
    **Existing Conversation**), or use **Search templates** to find one by name.
  </Step>

  <Step title="Add a new template">
    Click **New Template** and give it a name. Only admins can create, edit, or delete
    templates.
  </Step>

  <Step title="Write the content">
    Write your message and insert merge fields from the picker (full list below). 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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## Merge fields

Merge fields are replaced per message at send time. Empty values are dropped cleanly.

| Merge field               | Fills in                               | Comes from            |
| ------------------------- | -------------------------------------- | --------------------- |
| {"{{agent_name}}"}        | Contact's full name                    | Contact               |
| {"{{agent_first_name}}"}  | Contact's first name                   | Contact               |
| {"{{property_address}}"}  | Full address with city, state, and ZIP | Property listing      |
| {"{{street_address}}"}    | Street address only (no city/state)    | Property listing      |
| {"{{list_price}}"}        | Current list price                     | Property listing      |
| {"{{market_value}}"}      | Comps-based market value               | Property listing      |
| {"{{last_offer}}"}        | Your most recent offer on the property | Offer history         |
| {"{{offer_price}}"}       | Calculated offer from your deal terms  | Deal Terms            |
| {"{{inspection_period}}"} | Inspection period in days              | Deal Terms            |
| {"{{closing_period}}"}    | Closing period in days                 | Deal Terms            |
| {"{{earnest_money}}"}     | Earnest money amount or percent        | Deal Terms            |
| {"{{buyer_name}}"}        | Buyer display name                     | Buyer Identity        |
| {"{{company_name}}"}      | Company name                           | Buyer Identity        |
| {"{{buyer_phone}}"}       | Buyer phone number                     | Buyer Identity        |
| {"{{buyer_email}}"}       | Buyer email address                    | Buyer Identity        |
| {"{{company_logo}}"}      | Company logo (email)                   | Organization settings |

You can also create custom merge fields for extra deal terms and insert {"{{signature}}"} in
email templates to place your signature.

## 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.

## 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.
* Bulk **Review & Send** preselects your default template and fills merge fields per property.
* **Sequences** snapshot template content into each step when you build them.

## Common questions

<AccordionGroup>
  <Accordion title="Can I set a default template?">
    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.
  </Accordion>

  <Accordion title="Is an email subject required?">
    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.
  </Accordion>

  <Accordion title="What happens if a merge field has no value?">
    The field is removed from the message and surrounding spacing is cleaned up. For example, if
    a property has no market value, {"{{market_value}}"} simply disappears rather than sending a
    blank or broken placeholder.
  </Accordion>

  <Accordion title="Why don't I see a template in the composer?">
    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.
  </Accordion>

  <Accordion title="Who can manage templates?">
    Only organization admins can create, edit, or delete templates. Everyone can use them when
    sending.
  </Accordion>

  <Accordion title="Can I preview what an email template will look like?">
    Yes. The email preview shows your message with merge fields replaced using your settings and
    sample property data, including your signature and logo.
  </Accordion>
</AccordionGroup>