Message Template - FAQs
Getting Started & Navigation
Q1: How do I access the Message Template Management feature in Smart360?
A: To access the template management system:
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Q2: What is the Message Template Management System and what problems does it solve?
A: The Template Management System provides a centralized solution for creating, organizing, and managing communication templates across multiple channels. It solves several key problems:
- Standardization: Ensures consistent messaging across all customer communications
- Efficiency: Eliminates the need to create templates from scratch for routine communications
- Compliance: Maintains brand guidelines and regulatory requirements across all channels
- Organization: Provides searchable, categorized template library for quick access
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Q3: Which user roles can access and manage templates?
A: Several user roles have access with different permission levels:
- Utility Administrator: Full access to create, edit, approve, and manage all templates and categories
- CSO Manager/Call Center Representative: Can use, suggest edits, and create draft templates requiring approval
- Customer Service Executive: Can use templates and suggest improvements
- Billing Manager: Full access to billing-related templates within their domain
- Meter Manager: Full access to meter-related templates within their domain
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Understanding Template Structure & Categories
Q4: What communication channels are supported for templates?
A: Smart360 supports templates for four communication channels:
- Email: Supports plain text, rich text, and HTML formatting with dynamic content
- SMS: Plain text format with character limit monitoring (typically 160 characters)
- WhatsApp: Plain text format optimized for WhatsApp messaging
- In-App Notifications: Rich text format for notifications within the Smart360 application
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Q6: What are the different template formats available?
A: Three template formats are supported:
- Plain Text: Simple text without formatting, ideal for SMS and basic notifications
- Rich Text: Text with basic formatting (bold, italic, links) suitable for in-app notifications
- HTML: Full HTML formatting with images, styling, and complex layouts for email communications
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Creating New Templates
Q7: How do I create a new message template?
A: To create a new template:
- Click the "+ New Template" button in the top-right corner of the Templates page
- Select your communication channel (Email, SMS, In-App, WhatsApp)
- Choose template format (Plain Text, Rich Text, HTML)
- Enter template name and description
- Select or create a category for organization
- Add relevant tags for searchability
- Compose your template content using the editor
- Insert placeholders using the "Insert Placeholder" button for dynamic content
- Save as draft or create the final template
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Q8: What information is required when creating a template?
A: Required information for template creation includes:
- Template Name: Must be unique within the same category and channel combination
- Communication Channel: Must select exactly one channel (Email, SMS, WhatsApp, In-App)
- Template Format: Must choose appropriate format for the selected channel
- Category: Must be assigned to one of the predefined categories or create a new one
- Description: Clear explanation of the template's purpose and use case
- Content: Template message content with appropriate formatting
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Q9: How do I use placeholders for dynamic content in templates?
A: To add dynamic content placeholders:
- Click the "Insert Placeholder" button while composing your template
- Common Placeholders: {{customer.firstName}}, {{customer.lastName}}, {{account.number}}
- Billing Placeholders: {{bill.amount}}, {{bill.dueDate}}, {{payment.confirmationNumber}}
- Service Placeholders: {{service.type}}, {{appointment.date}}, {{outage.duration}}
- Company Placeholders: {{company.name}}, {{company.phone}}, {{company.website}}
- Example usage: "Dear {{customer.firstName}}, your bill of ${{bill.amount}} is due on {{bill.dueDate}}"
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Finding & Managing Existing Templates
Q11: How do I search for specific templates?
A: To find templates efficiently:
- Use the search bar at the top of the Templates page
- Search by Keywords: Enter template names, content keywords, or description terms
- Search by Tags: Enter tag names to find templates with specific categories
- Search by Content: Search within template content for specific phrases or terms
- Results update automatically as you type for quick discovery
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Q12: What filtering options are available for organizing templates?
A: Multiple filtering options help narrow down template results:
- Channel Filter: Show only Email, SMS, In-App, or WhatsApp templates
- Status Filter: Display Published or Draft templates
- Category Filter: Filter by category
- Combined Filtering: Apply multiple filters simultaneously for precise results
- Clear Filters: Reset all filters to view the complete template library
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Q13: How do I view complete template details before using them?
A: To review template information:
- Click the "View" button on any template card
- Review Template Details: See creation date, last update, tags, and category
- Check Content: View complete message content with formatting
- See Usage Statistics: Review how often the template has been used
- Verify Placeholders: Confirm dynamic content fields are appropriate for your needs
- Check Character Count: Ensure content fits within channel limits (especially for SMS)
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Q14: How do I edit an existing template?
A: To modify existing templates:
- Locate the template using search or filtering
- Click the "Edit" button on the template card
- For Published Templates: System may show confirmation about where templates are being used
- Make Changes: Modify content, category, tags, or placeholders as needed
- Update Formatting: Adjust formatting for different channels if needed
- Save Changes: Templates may require approval depending on your role and the template status
- Version Control: System tracks who made changes and when for audit purposes
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Template Usage & Best Practices
Q15: How do I use templates in my communications?
A: To use templates for customer communications:
- Select the appropriate template for your communication need during message composition
- System Population: Smart360 automatically populates customer-specific data into placeholders
- Review Content: Check that personalized content appears correctly
- Make Adjustments: Customize any content that needs specific modifications
- Send Communication: Deliver through the selected channel
- Track Usage: System records the communication in customer history for future reference
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Q17: How do I create effective templates for different customer scenarios?
A: Best practices for scenario-specific templates:
- Welcome Messages: Include clear next steps, contact information, and helpful resources
- Payment Reminders: Be polite but clear about amounts, due dates, and payment options
- Service Outages: Provide specific timeframes, affected areas, and alternative contact methods
- Appointment Confirmations: Include date, time, location, and preparation requirements
- Usage Alerts: Explain the alert reason and provide actionable steps for customers
- Test Templates: Preview with sample data to ensure clarity and completeness
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Template Collaboration & Workflow
Q20: Can I create variations of existing templates?
A: Yes, template duplication helps create variations:
- Duplicate Function: Create new templates based on existing ones as starting points
- Variation Examples: Different versions for residential vs. commercial customers
- A/B Testing: Create multiple versions to test effectiveness
- Channel Adaptation: Adapt email templates for SMS or WhatsApp format
- Seasonal Updates: Create time-specific versions of standard templates
- Customization: Modify duplicated templates while maintaining consistent base messaging
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Performance & Analytics
Q22: How can I track template performance and usage?
A: Template analytics provide valuable insights:
- Usage Statistics: See how often each template is used across the organization
- Effectiveness Metrics: Track customer response rates and resolution success
- Channel Performance: Compare how templates perform across different communication channels
- User Adoption: Identify which templates are most popular with staff
- Template Age: Review how long templates remain useful before needing updates
- Department Usage: See which departments rely on specific template categories
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Q23: How do I identify which templates need updating or replacement?
A: To maintain template relevance:
- Review Usage Data: Identify templates that are rarely used and may be outdated
- Check Creation Dates: Focus on older templates that may need content updates
- Monitor Performance: Replace templates with poor customer response rates
- Gather Feedback: Collect input from users about template effectiveness
- Regulatory Changes: Update templates when policies or regulations change
- Technology Updates: Refresh templates when new features or services are available
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Troubleshooting & Error Handling
Q25: Why am I getting validation errors when creating templates?
A: Common validation issues and solutions:
- Duplicate Names: Choose unique template names within the same category and channel
- Missing Required Fields: Ensure all mandatory fields (name, description, category, content) are completed
- Character Limits: Reduce content length to fit within channel-specific limits
- Invalid Placeholders: Use correct placeholder syntax with proper formatting
- Format Mismatch: Ensure template format is appropriate for selected channel
- Create Button Disabled: Complete all required fields before the create button becomes active
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Q26: What should I do if I can't edit a published template?
A: Published template editing restrictions:
- Version Control: Published templates require creating new versions rather than direct editing
- Usage Warning: System shows where templates are currently being used before allowing changes
- Approval Process: Template modifications may require approval based on your role
- Impact Assessment: Consider how changes affect existing workflows and communications
- Alternative Approach: Create a new version or draft copy for major changes
- Coordination: Work with template administrators for system-wide template updates
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Integration & Advanced Features
Q28: How do templates integrate with workflows and automated communications?
A: Template integration enhances automation:
- Workflow Selection: Choose templates when creating automated communication workflows
- Dynamic Population: System automatically fills placeholders with relevant customer data
- Multi-Channel Coordination: Use consistent templates across different channels in workflows
- Trigger Integration: Templates activate based on specific customer actions or time-based triggers
- Performance Tracking: Monitor how templates perform in automated vs. manual communications
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
Q29: Can I export or import templates for backup or sharing purposes?
A: no ,export or import templates for backup or sharing purposes cannot be done
Q30: What are the best practices for organizing a large template library?
A: Effective template library management:
- Consistent Naming: Use descriptive, standardized naming conventions
- Category Structure: Organize templates into logical categories that match business processes
- Tag Strategy: Implement comprehensive tagging system for multiple search approaches
- Regular Cleanup: Archive or delete outdated templates to maintain library quality
- User Training: Ensure staff understand how to find and use templates effectively
- Documentation: Maintain guides for template creation, approval, and usage processes
- Performance Monitoring: Regularly review template usage and effectiveness metrics
- Governance: Establish clear ownership and approval processes for template management
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/template
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