Skip to main content

Introduction

Your team will often send the same kinds of text messages to your customers:
  • When first starting to interact with an end-user regarding a ticket, they may send something like “Hey - do you have a minute to chat about this ticket you’ve logged?”
  • When closing a ticket, they may send something like ” Hey there - it’s been great working with you today. I’m glad we got the issue resolved quickly, so I’m going to go ahead and close this ticket.”
The Message Templates feature allow you to create pre-built text messages for your team to use - saving them time, preventing typos, and ensuring consistent messaging to your customers. 

Managing Message Templates

Click on the SMS Messaging -> Message Templates as shown below. From templates you can Add, Edit, Clone or delete existing templates. 

Using Variables in Message Templates

You can use variables in your Message Templates, and MSP Process will fill them in when your technician chooses to use a Message Template within the context of a ticket: Here’s what things look like for your technician, within our Pod/Insight: