Message Templates Overview

What is it?

The “Message Template” page is found under “System Configuration” in the navigation bar. Message Templates are templates that can be utilized within the platform to correspond with applicants. These are typically commonly sent messages to applicants, allowing staff members to save time by selecting a template instead of manually re-typing messaging. 

Part of a Message Group:

• Group Name: Name of the group of messages within the Message Template page for ease of navigation

Parts of a Message Template:

• Message Template Description: Name of the Message Template, visible to staff
• Message Template Content:
  • Content that will be shown to applicant when selected
  • Customization include: Bold, Italics, Bulleted List, Numbered List, 3 tiers of Styles (Paragraph, Heading 1, Heading 2)
• Group:
  • “Group Name” in which the Message Template should fall in
  • If none is selected, it will be in the “Uncategorized” Group
• Attachments: Optional attachments can be added to each Message Template 

How Does It Work?

Message Templates can be used in the following areas of the system, and is on the top-right hand corner above the text box

• When updating a status of an application
  • The second step is to “Add an optional note about these changes”
• When adding a step or requesting changes on an application
  • “Include a Message to the Applicant” appears when a step is selected
• When adding comments on an application
  • “[name of applicant] will be notified of your comment” appears on the “Comments” tab of a task
• When adding internal notes on a task
  • “Note only visible internally” appears on the “Internal Notes” tab of a task
• When adding internal notes on an application
  • “Note only visible internally” appears on the “Internal Notes” tab of a task
• When adding notes under an inspection checklist item
  • This is found under the textbox on the left-hand side

Important Things to Note

• Usage
  • Message Templates can only be used on application and task-related areas
  • Messages Templates cannot be used on data fields, such as the ones on a form
• Formatting Capabilities
  • Message Templates are text-only
  • Cannot link to an external URL
• Cannot auto-fill with data fields:
  • Message Templates cannot be auto-filled with their Submission Number, Application Name, etc.