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            How to create an SMS template

            Modified on Mon, 12 Oct at 2:29 PM

            SMS Template Builder

            The SMS Template Builder in FLG lets you create reusable text message templates that can be sent manually, via workflows, or in bulk. Unlike the email builder, SMS templates use a simple plain text editor, so there’s no layout or formatting to design, just your message, merge tags, and a live segment count.


            Getting Started

            To access the SMS Template Builder:
            1. Navigate to Settings > Templates
              1. Select SMS as the template type
              2. Provide a Description or short name for your template
              3. Choose what Lead Group you want the template associated with
            2. Click Continue



            Template Details

            Before writing your message, configure the following settings:
            • Template Name: Assign a unique name to identify your template.
            • Lead Group Association: Link the template to a specific lead group for targeted communications.


            SMS Options

            Short links applied: Tick this to automatically shorten any links included in your message. This can reduce your character count, since shortened links are typically much shorter than full URLs, and may bring your message down a segment.



            Writing Your Message

            Type your message directly into the text field. As you type, FLG shows a live count above the message box in the format X characters (Y of Z segments), so you can see exactly how your message will be billed and delivered before you send it.


            Select the info icon next to the character count for more detail on how segments are calculated.


            Personalising your messages

            Utilise Merge Tags to personalise your SMS. For example:
            • {LEAD_FIRST_NAME}: Inserts the lead's first name.
            • {USER_NAME}: Inserts the name of the user assigned to the lead.


            Note: Click Merge tags above the message box to see the full list of available tags. Since merge tag values vary by lead, the segment count shown while editing is an estimate, actual segment count for each recipient may differ depending on the length of the data inserted.




            Unicode Characters Are Not Supported

            FLG does not support Unicode characters in SMS messages. This includes emojis and other special symbols that fall outside the standard SMS character set.


            When you create or edit a template, FLG validates the content and you will not be able to save it until any Unicode characters have been removed.


            Unicode characters can still reach a message by other routes, and when they do, they are stripped out silently when the message is sent. FLG does not warn you, and your customer receives the message without them. This applies to every way of sending:

            • One-to-one messages sent from a lead
            • Bulk messages and campaigns
            • Automated messages sent by lead actions and workflows


            To avoid unexpected results, we recommend that you:

            • Stick to plain text when writing SMS messages.
            • Check that your message still makes sense without any emojis or symbols.
            • Watch for characters that sneak in when you paste from Word or other documents, such as curly quotes.



            Need Further Assistance?

            If you have any questions or require additional support:
            •     Visit our Help Centre for more articles and guides.
            •     Contact our support team via the Help option within the FLG platform.

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