Falaah Falaah AI

Message Templates

Save a message you send often as a reusable email, SMS or WhatsApp template so you never retype it, with merge variables, categories, and reuse in sequences and broadcasts.

A message template is a message you write once and reuse, a donation thank-you, an event reminder, a volunteer welcome. Templates hold merge variables so each send reads as though you wrote it for that person, and they can be attached to an automation sequence so they go out without you.

When you’d use this

  • You send the same message often and want to save it once instead of retyping it every time.
  • You send the same thank-you after every gift and want it to read the same way every time.
  • You want an event reminder ready to go as an SMS, not retyped the night before.
  • You want a sequence to send a specific message at step three, with the wording reviewed in advance.
  • Several people on your team send the same kind of message and you want one approved version.

Open your template library

Go to Communications → Settings → Automations, then open the Sequences area, or go straight to the templates screen at Message Templates. The screen is headed Message Templates with the line “Reusable message templates for faster communication”.

Each card shows the template’s name and description, its channel, its category, how many times it has been used, and an Inactive badge if it is not switched on. Preview, Edit and Delete sit on every card.

Filter with the search box, by category (Greeting, Follow Up, Reminder, Confirmation, Notification, Marketing, Support) and by channel (WhatsApp, Email, SMS).

Start from a starter kit

If you have fewer than three templates, a Starter kits section appears above the list: “Seed your template library with these common message patterns. Each one is created as a draft so you can edit before activating.” The kits match your organization type, a nonprofit sees Donation Thank-You, Event Reminder, Volunteer Welcome and Year-End Tax Receipt.

Click Use this template on a card. Muin saves it as a draft and confirms with a toast naming the template and saying it was saved as a draft. Edit the wording, then switch it on.

Dismiss the section with the X once you have your own library; it stays hidden after that.

Create a template

  1. Click New Template. The screen changes to Create Template.
  2. Give the template a name and a short description so your team knows when to use it.
  3. Pick the channel: Email, SMS or WhatsApp. Email templates also take a subject line.
  4. Pick a category. Categories are only for finding things later; they do not change how the message sends.
  5. Write the message. Use {{variable_name}} wherever you want a value filled in per recipient, for example Thank you, {{customer_name}}.
  6. Save. Muin confirms with Template created successfully.

Editing works the same way: Edit on a card opens Edit Template, and saving confirms with Template updated successfully.

Variables

Variables use double curly braces, like {{customer_name}}. Muin reads the subject and body as you type and lists every variable it finds, so you can see at a glance what the template expects. The commonly used ones are customer_name, company_name and date.

There is no fixed list you have to choose from, if you add a variable the send cannot fill, it will not be substituted, so keep the names to values you know you hold on the person’s record. Preview the template before you switch it on.

Channel notes

  • Email templates carry a subject line, and your organization’s standard email header and footer are applied when the message is sent, so you do not put your logo or address in the body.
  • SMS templates should be short. Keep merge variables tight; a long name can push a message over a segment boundary.
  • WhatsApp templates go out on your connected WhatsApp Business number. WhatsApp itself approves message templates for some message types, so check your WhatsApp setup before relying on a new template for an outbound first contact.

Using a template

  • In an automation sequence, set a step’s type to Send Template and pick the template from the list. Only active templates appear.
  • In Broadcasts, start from a template rather than a blank composer.
  • A template’s Used N× count on the card tells you which ones your team actually relies on.

What it affects

  • Sequences read the template at send time, so editing a template changes what every live sequence step sends from that moment on. There is no per-step copy.
  • Broadcast history keeps the message as sent, so editing a template does not rewrite anything already delivered.
  • Switching a template off keeps it in the library but removes it from the pickers. Use that instead of deleting one a sequence may reference.

When it goes wrong

What you see What to do
“Failed to load templates” with a Try Again button Usually a permission problem rather than an outage. The templates screen needs the communications automation view permission; a role with broadcast access only is refused by the API even though the page opens. Ask your owner or admin to grant communications automation access.
“Failed to create template. Please try again.” The save was rejected. Check that the name is filled in and the channel is selected, then save again.
A variable shows up literally as {{donor_name}} in a sent message The name does not match a value Muin holds for that person. Use one of the variables listed in the editor’s detected-variables row and send yourself a preview first.
No templates appear in a sequence step’s picker The step picker lists active templates only, and shows the first 100. Switch the template on, or narrow your library.
A template you deleted is still referenced by a sequence Deleting cannot be undone. Recreate the template and repoint the step, or change the step to Send Message and paste the wording in.

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