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Managing message templates

Description​

Message template is a set of content for your marketing campaigns. One template combines content settings for all communication channels. Select Templates in the main menu to start creating content for your mailings.

Managing templates​

All the Message templates available in your account or your access group are displayed in the list. You can search them by name or template ID, or group templates by tags. You can also display only drafts or ready-to-send templates. Click on the template thumbnail to open the preview of the message. Here you can check how the message looks in different channels and on different devices.

tip

If you use Double opt-in — double subscription confirmation — such templates will have Confirmation tag on their thumbnails. You can read more about Double opt-in subscriptions in this article.

For every template, quick actions menu is available, you can use it to edit, clone, remove template - or set access group. Press + Create button at the top part of the page to add a new template.

For each template, general information is collected. Whether there is a:

  • Confirmation link: a template with such a link is required when using a Double opt-in subscription.
  • External content: the use of links to dynamic JSON content in the template.
  • Suppression list when unsubscribing: if the subscriber clicks on the unsubscribe link in the message template, he will be added to the selected suppression list. A campaign that uses the template will block sending an email to a subscriber whose contacts are in the list.

On the right there is a menu of quick actions:

— go to the summary report by template.

— clone the template.

— delete the template.

To add a new template, at the top of the page, click the + Create button. If you need to edit an existing template, click on its title.

Next, you need to choose how to create a template:

  • Import from a file: download a ready-made template as a zip archive or html file.

  • Insert code: Adds the copied html code to the text box.

  • Editor: create a template in the editor.

tip

If you need to move a template from a third-party service, use import from a file or paste code.

General settings​

In general settings set template name and description, add Tags and, if necessary, set access groups.

If you want to organize content moderation, you can mark template as a Draft. Thus junior and outsource employees can create content — and their senior colleagues can then verify it by lifting the Draft restrictions.

Content editors​

Message template combines message editors for all available communication channels. It will help you create good-looking and convenient messages, that make content personalization easier. Press button with "plus" sign to add content for the certain communication channel:

Content editor for the selected communication channel will open in a new tab:

Email​

For email channel fill in the following fields:

  • Subject — letter subject, that will be displayed to the customer. You can use personalization variables (</>) and emoji.

  • From name — your company, department or campaign name. Here you can also add personalization and emoji.

  • From Email — your sender domain address, from which letter will be sent to the customer.

  • Reply-to name — name for replies to the message. Personalization is available: for example, you can insert customer's personal manager name.

  • Reply-to email — Email address for replies.

By default, Altcraft does not convert styles, included into HTML version of the message, into line tags (Do NOT convert CSS into HTML style attributes). But, if you remove this option, styles will be added as attributes to message elements:

<h1 style="font-size:36px;">Hello!</h1>
<h2 style="font-size:28px;">Nice day, isn't it?</h2>

This will provide better compatibility with Outlook and other mail clients, that do not support <style\> tags.

caution

From name and From Email fields overwrite values, configured for Email channel both in Resource and Profiles database.

HTML version editor​

Most people see HTML version of the email in their inboxes. Editor supports HTML, CSS and personalization variables. These functions are available to make formatting and work with objects easier:

Formatting:

— bold

— italic

— strikethrough

— bullet list

— numbered list

— table

Service functions:

— pixels for tracking of letter opening and reading. If you do not add pixel during message editing, the system will warn you about this.

— external HTML content. You can also set variable source address manually {[http://example.com]}.

— links builder (see more on the email editor tab).

— UTM tags.

— images.

— social buttons.

— variables and editor functions menu. Using this button, you can add Customer profiles' data, promo codes, loops, logical expressions, dynamic content and service parameters into the message.

tip

You can also toggle word wrapping or enable fullscreen mode.

Link builder

Press Insert link button in HTML or plain text version editor to insert a new link. If you want to edit an existing link — select it and then press the link editor button:

You can choose URL type depending on its purpose:

  • Enter a custom link — link to any page, except unsubscription and confirmation links.

  • Unsubscription link — link to a system or custom link to stop resource subscription. Subscription goes to Unsubscribed status. It does not affect global status profile and other subscriptions.

  • Subscription manager (preferences) link — link to the system page of subscription management. Customer can suspend his subscriptions, resubscribe or unsubscribe to mailings.

  • Suppression link — link for adding customer into suppression list. Using this link, the customer can block receiving certain content.

  • Global unsubscription link — changes global profile status to Unsubscribed, and completely stops any communications.

  • Web version link — link for a web browser copy of the letter, that was sent to the subscriber. If the customer has any troubles with showing the letter, it would be available via this link in any browser.

If you want to add your link, enter URL in general settings. This field will be pre-filled for system links. Also, enter Link text to be displayed and Link name — it is used in reports, segmentation and during triggers and scenarios launch.

Also, you can disable redirection to tracking module when clicking on the link, or you can make any link a confirmation link.

You can set UTM tags for every specific link in the message. You can use a button in content editor to set marks for all links in the template.

You can use variables, like campaign name or database name, as UTM tags.

If you want to use the link for redirecting to mobile application, you need to activate This is a new deep link option in the appropriate tab. Legacy deep link can be added only if you use tracking.

Plain text version​

Message text version is shown in email instead of HTML, if email provider — or email client — blocks HTML view.

tip

Messages with text version have better delivery rate. Make sure you fill it in for the messages.

You can use button to generate text version based on HTML. Text version also supports lists, UTM tags, links and variables.

Email attachments​

To attach files to your email message use the section in the lower part of the form. There are 2 ways:

  • you can upload a file from your computer file system:

  • or specify a local (server, where the platform is installed) path to the file. Here you can use profile variables to send personal files. Enter file path and then press Add:

To delete an uploaded file or a saved file path press an X in the right part of the form.

SMS​

Enter SMS text into the text field. The editor will automatically count the number of symbols and messages. You can use links, UTM tags and variables in the message body:

— variables and functions menu. Using this button, you can add customer profiles data, promo codes, loops, logic expressions, dynamic content and system links into the message.

— UTM tags settings.

— links builder.

Link builder

Press Insert link button to insert a new link. If you want to edit an existing link — select it and then press the link editor button:

There is only one URL type for SMS. Press Enter a custom link to create a link to any page, except unsubscription and confirmation links.

To add your link, enter URL in general settings. Also, enter Link name — it is used in reports, segmentation and during triggers and scenarios launch.

caution

For further usage in scenarios and triggers, you must use the Link Name in the corresponding field, not the link itself.

Also, you can disable redirection to tracking module when clicking on the link, or you can make any link a confirmation link.

You can set UTM tags for every specific link in the message. You can use a button in content editor to set marks for all links in the template.

You can use variables, like campaign name or database name, as UTM tags.

If you want to use the link for redirecting to mobile application, you need to activate This is a new deep link option in the appropriate tab. Legacy deep link can be added only if you use tracking.

Also, you can limit the amount of SMS sended and add "http://" into the URLs:

caution

In SMS messages, angle brackets are used to denote parameters (for example, the name parameter would look <name="">). Anything you put in angle brackets will not be shown in the message.

Push​

For push notifications, you can configure:

  • Title — variables menu is available for the title of your notifications.

  • Link URL — link to follow when a customer clicks your push. You can use only encrypted protocol (SSL) for these links. Variables menu is available: for example, you can insert promotion codes. When customers clicks on this link, he will be redirected to the page with discount calculation.

  • Icon — Image for display in the notification. Push notifications in Apple Safari support only one image for all notifications. It is configured in Push sending resource.

  • iOS app deep link — link for iOS applications.

  • Android app deep link — link for Android applications.

Enter push message text into the text field. The editor will automatically count the amount of symbols. You can use variables in the message body. Also, you can set UTM tags for the link in the message.

— UTM tags settings.

— variables and functions menu. Using this button, you can add customer profiles data, promo codes, loops, logic expressions, dynamic content and system links into the message.

Telegram​

Select a content type:

Message​

Select a formatting style. For fine-tuning conten it's recommended to use HTML. Enter the text of your message.

tip

The maximum length of one message is 4096 symbols. You can also add dynamic variables to the message — </>. Please note that data pulled from dynamic variables may exceed this limit. To ensure reliable delivery, we recommend monitoring the message length.

If you need to add a button to your message, enter a name and specify the link that the user will follow when clicking on the button. You can add only two buttons.

Photo​

To create engaging content, you can add an image—click the "Upload image" button and choose an image from your gallery. Requirements for images in Telegram:

  • Formats: PNG, JPG, JPEG, GIF.
  • Maximum size: 10 MB.
  • The sum of the width and height of the photo should not exceed 10,000.
  • The aspect ratio of width to height should be no more than 20.

You can also add a description to the image (up to 1024 characters).

Audio, Video, Document​

You can add files in two ways:

  • Upload a file from your device.
  • Add a file via the local path. Choose the directory where the file is stored on the server where the platform is installed. In the directory path, you can use client profile variables. Enter the file location and click "Add."

Requirements for audio files:

  • Formats: MP3 and M4A.
  • Maximum size: 5 MB.

Requirements for documents:

  • Formats: Any document format.
  • Maximum size: 5 MB.

Requirements for videos:

  • Formats: MP4.
  • Maximum size: 5 MB.

You can also add a description to files of any type (up to 1024 characters).

tip

All links in templates for Telegram Bot and Telegram Group are shortened.

WhatsApp​

WhatsApp uses 2 types of templates to communicate with users:

  • Typical template is an HSM (Highly Structured Message) template pre-approved by Facebook. This type of template is required to start a business-initiated conversation. You have to use such templates to initiate a conversation with an end-user for the first time or after a period of 24 hours since the last interaction.

  • Custom template is a free-form message. This type of template is required to start a user-initiated conversation. This is a conversation where a user messages a business. In this case, a business can reply to a user within the 24 hour customer service window.

caution

Currently, only typical templates (HSM) can be sent via Altcraft Platform.

You must first create message templates in your personal provider account.

tip

You can find more information about creating templates in your provider's documentation:

All templates available in connected WhatsApp accounts through edna or 360dialog are automatically available in Altcraft Platform and displayed in the editor. To search for the desired template in the platform, you can enter a query in the search bar or use the account/category filter in the upper right corner.

caution

Campaigns can only use templates approved by Facebook.

The template status is displayed to the right of its name:

— template approved;

— template rejected;

— the template is being moderated;

— the template has not been sent for moderation.

Select the template you want to use in the campaign. To start creating a message based on a WhatsApp template, click on it. The editor will display the template structure:

  • Header — the block can contain a welcome text or a media file;
  • Body — the main text of the message with dynamic variables (required block);
  • Footer — additional text;
  • Button — block with buttons to add interactivity.

You can edit template elements such as variables, media files, and buttons.

Variables​

A text block consists of fixed text and variables. Variables are template text that changes for each new message (name, address, event name, date and time, link, etc.).

You need to manually enter variable values or add Altcraft variables. To open the list of variables, press </>. When sending a message, the entered text will be automatically added to the template.

tip

Links embedded in WhatsApp variables are shortened.

Media files​

Available media files:

  • image (JPG/PNG, up to 5 MB, recommended image size 640x640)
  • file (any valid MIME type, up to 16 MB)
  • video (MP4, 3GPP, up to 100 MB)

To add an image, click on the upload area and select an image from the platform gallery or enter the URL:

If you need to add a file or video, click on and select the file on your device or enter an URL.

Buttons​

WhatsApp has two types of buttons for HSM templates: Call-to-action and Quick-reply.

Call-to-action button

The CTA can be a URL button or a Phone button. There can be only two buttons of this type in the template.

When clicking on the URL button, the user goes to the specified page. If a parameterizable URL is specified in the WhatsApp template, it must be filled in.

When a user clicks on the Phone button, the number is dialed. The phone number cannot be edited.

Quick-reply button

When clicking on such a button, the user receives a quick response specified in the template. A template can contain no more than 3 buttons of this type.

tip

It is possible to save the template only after filling in all variables, buttons, and adding a media file.

Viber​

A Viber template consists of a series of messages. To begin editing a template, add a message using the + Message button.

The maximum number of messages in a series is 5. If multiple messages are used in the template, each will be sent with a 2-second interval.

To remove a message, click   .

The following types of messages are available:

  • Text
  • Text + button
  • Text + image + button
  • Image
  • Video
  • Video + text
  • Video + text + button (not available with SMS Traffic)
  • File (not available with SMS Traffic)

Text​

Enter your message text in the editor using Markdown format. For convenient formatting, the following functions are available on the top panel.

— bold,

— italic,

— strikethrough,

— a list of variables and functions to personalize your message.

caution

Please note that Markdown formatting (e.g., "**text**") is displayed in the preview mode, but the message recipient will see the correct formatting ("text").

Also, you cannot add links in Markdown format in the "Text" block.

tip

You can add emojis to Viber messages. To insert an emoji, you need to use its code. For example, to add 🙂, enter (smiley). You can find codes for all available emojis at this link.

Please note that when counting the number of symbols in a message, each symbol in the emoji code is considered.

Emojis are not displayed in preview mode.

info

On the right-hand side, you'll find a symbol counter. The maximum length of one message is 1000 symbols. Please note that data pulled from dynamic variables may exceed this limit. To ensure reliable delivery, we recommend monitoring the message length.

Button​

Specify the text that will be displayed on the button and the link for redirection when clicked. You can also add variables to the URL.

Image​

Supported formats are jpg and png, with a maximum size of 5 MB.

You can add images in two ways:

  • From the platform's gallery. Click on the upload area to open the gallery. Choose the desired image or upload a new one from your device.
  • From an external source. Provide a link to the image.

Video​

Supported formats are mp4, 3gpp. Codec: H.264. Maximum size: 5 MB.

To add a video, specify its URL. You also need to set a cover for the video. You can choose an image from the platform's gallery or insert a link to an image.

File​

Supported formats are doc, docs, rtf, odt, odf, txt, pdf, eps, xls, xlsx, ods, csv. Maximum file size: 200 MB. Symbol limit for file names: 25 (including the extension).

To send a file, provide a link to it.

Message options​

In Options block you can set some extra parameters for the template.

In Dynamic content settings you need to set data source for JSON content in the messages. If you have valid JSON, first level objects preview will be shown:

In Extra settings, you can select custom unsubscription and confirmation links for your message. For example, if you want to redirect customers to a personal page or subscriptions management page.

tip

Custom links for unsubscription and confirmation can be created by master user of the account. You can select only previously created links in the template options. More information is available in Settings section.

Also, in Extra settings, you can select a custom suppression list, that you would like to use with this template. Using this function, you can easily restrict messaging for those customers, who unsubscribe from similar mailings. Also, you can toggle Add unsubscribers to the attached suppression list option to automate the process.

Personalization placeholders and Parts​

In the Content tab you can set default values for profile variables you use in the template. If you use customer name for instance, but the field can be empty for some profiles, a default value like "Dear customer" will be used.

tip

Content tab appears, when you use variables with profile data or parts of the message into the template.

Message Parts are similar to fragments, but they can be used only in templates wherein they were created. Fragments on the contrary can be used in several templates - e.g. for a header and a footer.

tip

To get started with parts, add {part.example_part} to your template code. After that, the "Content" tab will appear at the bottom of the page, where you can customize parts of the template.

tip

It is convenient to use parts with logical expressions for more compact message code. For example, here one of the parts will be selected, depending on customer's score (custom integer field):

{if lead.score gte 9000}
{part.part_1}
{else}
{part.part_2}
{end}

For every part, you can choose content type: HTML for email messages, or text — for text version of email, and for Push and SMS content. Depending on content type, appropriate editor with necessary functions will be opened.

Message preview​

Message preview allows you to check HTML layout, and to see content personalization result, based on customer data. Press this button to activate preview:

In preview window, you can select communication channel, resource and customer profile you want to use for preview. For email both HTML and text version preview is available.

In the bottom part of the page, there are buttons for switching desktop/mobile display mode, and personalization options.

tip

Choose the resource, within which you want to send the message - and select the profile in the drop-down list. The search is similar to search in the database: segmentation rules are used, and you can immediately choose the profile with necessary data.

The preview is available for desktops, tablets and cellphones both in portrait and landscape orientation:

You can save previewed message as an image to use it in any way you need. To download the image to your device, click the "Save image" button.

Follow these rules for correct email template preview export:

  1. CSS styles such as text-decoration, text-decoration-line, and text-decoration-color should be set directly in the parent text element.
<div>
    <span style="text-decoration: line-through;">Text</span>
</div>
  1. If you are using fonts imported from an external source (e.g., Google Fonts), it is recommended to replace them. Set the font-family property to fonts installed on the system.
<!-- Correct display in the preview: -->
<span style="font-family: Roboto, Arial, Tahoma, sans-serif">Text</span>

<!-- Incorrect display in the preview: -->
<link href="https://fonts.googleapis.com/css2?family=Roboto:ital,wght@0,100;0,300;0,400;0,500;0,700;0,900;1,100;1,300;1,400;1,500;1,700;1,900&display=swap" rel="stylesheet">
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