Create and Manage SMS Templates

Message customers4 min readUpdated 2026-03-14

Create and Manage SMS Templates

Stop retyping the same messages. SMS templates let you save your most-used responses and insert them into any conversation with a few clicks. Create templates for appointment confirmations, follow-up messages, pricing responses, and anything else your team sends repeatedly.

Available on: All plans

Create a Template

Open any conversation in the SMS/MMS inbox.
Click the templates icon in the compose area.
Click Create New Template.
Enter a template name (this is for your internal reference — customers do not see it).
Write the message body.
Click Save.

Your template is now available in every conversation on every number.

Use a Template in a Conversation

Open a conversation and click the templates icon in the compose area.
Browse or search your saved templates.
Click a template to load it into the compose field.
Edit the message if you need to personalize it for this customer.
Click Send.

Templates load as editable text. You can modify the message before sending without changing the saved template.

Edit or Delete a Template

Click the templates icon in any conversation.
Find the template you want to change.
Click the edit or delete option.
Make your changes and save, or confirm deletion.

Deleting a template does not affect messages that were already sent using it.

By default, templates are personal — only the person who created them can see and use them. To share templates with your entire team:

Go to your templates list.
Toggle the team sharing setting to make a template visible to all team members.

Shared templates are useful for ensuring consistent messaging across your team. Create shared templates for standard responses like business hours, pricing, and directions.

When to Use Templates vs. Other Tools

JustCall offers several ways to speed up your messaging. Here is when to use each one:

Tool	What it does	Best for
SMS Templates	Saves reusable messages you insert manually	Standard responses you personalize before sending (pricing, hours, directions)
AI Smart Replies	Generates contextual response suggestions from conversation history	Fast replies when you need a starting point based on what the customer said
SMS Bot	Sends automatic replies triggered by keywords	Hands-free responses to FAQs (requires no human involvement)
AI Rephrasing	Rewrites your drafted message to adjust tone	Polishing important messages before sending

Templates work best when the response is mostly the same every time but needs small edits per customer. AI Smart Replies work best when the response depends entirely on the conversation context.

Tips

Name templates clearly. Use names like "Appointment Confirmation" or "Follow-Up After Demo" so your team can find them quickly.

Keep templates under 160 characters when possible. Messages under 160 ASCII characters send as a single SMS segment, which costs less than multi-segment messages.

Create templates for your top 10 responses. Look at your SMS inbox and identify the messages your team sends most often. Template those first.

Use shared templates for team consistency. If every rep should send the same pricing response, create it as a shared template so everyone uses the same wording.