Create and apply chat templates

Chat templates are useful for communications you regularly send to clients . They are also used in pipelines as automations to send automatic notifications to clients. They keep you from having to write the same messages from scratch repeatedly. So you have them ready whenever you need.

Add chat templates

You can quickly get started by using a ready-made template or create one from scratch to match your firm’s workflow.

Start from a ready-made template

You can download ready-made chat templates created using the best practices. They can be edited easily.

To add a chat template from the Marketplace:

1. Go to Templates > Marketplace from the left menu bar and select the Chats tab.

2. Click Get free on the template you want to add or click on its price and proceed with the payment if it’s a paid template. 

3. Go to Templates > Chats and click on the name of the template to review and edit it.

Create chat template from scratch

A chat template can be created by a firm owner, an admin or any employee with access rights to manage templates .

To create a chat template, go to Templates > Firm templates > Chats, then click Create template.

Or access this page by adding the Send message automation while editing a pipeline, then clicking the New template button.

Chat template screen overview

Below, we explain the numbered sections in the Create message template window where you create message templates:

a. Name: Enter a name for the template—what you will see when you select the template.

b. Sender: Select the team member on whose behalf the message will be sent. This is the name the recipient will see as the sender, no matter who has moved the job to the next stage. The sender could be changed while applying a template.

A team member can be selected here if they are assigned to the account or have access rights to view all accounts .

c. Thread assignee: Select who will be automatically assigned to manage this conversation thread . This determines who is responsible for following up on client responses.

d. Subject: Enter a subject line; it will appear as the name of the communication in the recipient’s message list.

e. Add shortcode: To individualize the message, apply shortcodes (dynamic data) to include, for example, the recipient’s name, the account name or the date. Shortcodes are available for both the message title and body. Here’s more on using shortcodes in TaxDome .

f. Body: Compose the message using formatting, emojis, links, and videos .

g. Send reminders to clients: Toggle on if you want a reminder email to go out to the client when they don’t respond within a certain time frame or don’t have their tasks completed. Learn more about reminders in chats .

h. Attach a document: You can attach files to a chat template . The attached document will automatically be included in every chat message where you apply this template.

i. Client tasks: Add client tasks. Tasks are displayed as a to-do list with checkboxes. Click Add task to add more to-do items. Once a task is completed, either you or the client can check it off. Here’s more about managing client tasks .

Click Save & exit to save the template and go back to the templates list; Save to keep your changes and continue editing the template, or Cancel to exit without saving.

Add attachments to message templates

Note

The maximum size of all files attached to one template is 20 MB. Supported file types: PDF, DOC, DOCX, XLS, XLSX, JPEG, JPG, PNG.

You can add attachments to message templates from your computer. Use one of the options available while creating or editing a message template:

• Drag-and-drop a single file to the designated area.
• Click Browse Files and select one or several files in your file explorer.

Add images to message templates

Warning

The image needs to be hosted by a third party or added as an attachment .

1. Upload the image to your computer or to an image-hosting site such as imgbb.com .

2. Right-click on the uploaded image in your browser, then select Copy image.

3. Go to the  Message Template creation screen, then paste the image into your template.

Edit chat templates

To make changes to a chat template, follow these steps:

1. Go to Templates > Firm templates from the sidebar menu, select Chats, then click on the name of the chat template.

2. Make changes to the chat template, then click Save & exit.

Apply chat template

Once you’ve made a chat template, use it to speed up sending any new message or for sending automatic messages within the pipelines . Here’s how:

1. Choose the option to create a new chat thread:

• Click New, then select Chat.

• Click New chat in the Communication section.

• Select one or more recipients in your Accounts list, click More actions and select Send message in the drop-down menu.

2. Click on the Templates field, then select the template from the drop-down menu.

3. Edit the existing text or compose something new, then set up the message options. You can also change the Sender if needed.

Note

Changes you make to the message don’t alter the selected template.

Publish chat templates to the marketplace

You can publish your template in the marketplace if you think it will benefit other community members.

Warning

You will not see Publish to marketplace unless you have registered as a creator .

1. Go to  Templates > Firm templates from the left menu bar and select Chats. 

2. Click the three dots to the far right of the chat template’s name and select Publish to marketplace.

3. Complete the steps as instructed in the Creators hub article.

Duplicate chat templates

To create new chat templates based on existing ones:

1. Go to  Templates > Firm templates from the left menu bar and select Chats. 

2. Click the three dots to the far right of the chat template’s name and select Duplicate. When creating a duplicate, the chat template will be added with the same name as the original, followed by a sequential number in parentheses. For example: In review (original), In review (2) (the duplicate).

Delete chat templates

To remove a chat template completely:

1. Go to Templates > Firm templates from the sidebar menu and select Chats.

2. Click the three dots at the far right of the chat template’s name and select Delete. 

3. Confirm the action.

   

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