In short
- Keep SMS templates as Salesforce records, so admins can manage them without code.
- Use shared templates for approved team wording, and personal templates for each rep.
- Fill merge fields like first name and rep name from the record when the template is picked.
- Templates do not skip the rules: the Approved to SMS check still runs before the text is sent.
Why SMS templates in Salesforce
Typing the same text again wastes time and invites mistakes. A wrong address. A missing name. A message that does not match what your team agreed to send.
Templates give reps the right words in one click, from the record page, with the lead or patient name already filled in.
Where SMS templates live: the Send SMS widget
Our Send SMS widget is a Lightning Web Component on the Lead, Contact, Account and Opportunity pages. It is the same widget for every client, wired to your SMS platform. It shows the text history, lets the rep pick the number to text, and has a template picker above the message box.
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How to set up SMS templates in Salesforce
Create the template object
Fields for name, message body, shared flag, active flag and an optional category, such as follow-up or reminder.
Add merge fields
Use placeholders such as {FirstName} and {OwnerName}. The widget fills them from the record and the logged-in user when the rep picks the template.
Set access
Make the object private, then share templates marked as shared with the team. Reps can create and edit their own.
Write the shared set
Start with the texts your team sends every day. Keep each one short and clear.
Test from the record page
Pick each template on a test lead, check the merge fields, and send to a test number.
Templates still follow the SMS rules
- The widget checks the Approved to SMS field before it sends, template or not.
- The outbound number logic picks the right sending number for the team or location.
- The rep can edit the text after picking a template, before sending.
- The sent text is logged on the record, like any other text.
SMS templates in healthcare
Text messages are not a place for clinical details. Keep templates to scheduling, directions and follow-ups, and keep diagnosis and treatment out of the wording.
Where to start
Collect the texts your reps already send, turn the common ones into shared templates, and let reps add their own. Book a free call and we will set up the Send SMS widget with you.
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