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What it is

Templates help your org standardize recurring communication and automation payloads. In the current console, templates can cover:
  • email messages
  • SMS messages
  • API request templates for outbound workflow payloads

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Why templates matter

Templates make it easier to:
  • keep support messaging consistent
  • reduce manual typing in repeated workflows
  • reuse the same structure in playbooks and agent-driven follow-up

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Key concepts

  • Model: the internal name for a reusable template shape
  • Variables: placeholders such as customer or link values
  • Active: whether the template is available for current workflows
  • API request templates: saved outbound request definitions for operational automation