Use this guide to identify the message template that controls a customer communication, make supported updates, and safely test the results. This guide begins with an overview of the available template types and their uses. It then explains how to create a custom template, identify the template that needs to be updated, and make the necessary changes.
Overview
Messages are sent in different ways depending on their template type.
| Template type | How it is used | What to confirm |
|---|---|---|
| Manual template | A user manually selects it when composing a customer text message. | Verify the department that needs the template and the user has access to send manual text. |
| Automated template | A configured event or workflow triggers the message to be sent. | Verify the trigger, communication channel (text or email), department, dealership scope, and whether the template is editable by the dealership. |
| System-generated communication | The system sends these as part of a product workflow. | Verify whether the message wording can be edited in Settings or requires assistance from myKaarma Support. |
Before you start
Before making changes or troubleshooting, identify whether the communication is using a manual template, an automated template, or a system-generated message, as each type is configured differently.
- Confirm which dealership and department need to create/edit the template.
- Ensure your role has the appropriate permissions to view and edit the applicable templates.
- You will need to use an internal test customer for testing purposes. Please do not send test messages to real customers.
How to Create a Custom Text Message Template
- Click on the Settings tab.
- In the left navigation panel, click All Templates to expand the drop-down menu.
- In the drop-down, click on Manual Templates.
Note: Automated Templates cannot be created at the moment. - Read the Terms and Conditions notice, then click AGREE to acknowledge it and continue editing the template.
- Click on the ADD Template button.
- Add a clear template title and then add the message content, with supported merge fields where needed.
- Save the template.
- Using a test recipient, verify that the custom template populates correctly and the message sends successfully.
How to Determine the Template Used and Begin Editing It
- Identify and record a unique phrase from the message, then note whether it was sent by text message or email.
- Determine whether a user selected to send the message manually or whether an event sent it automatically.
- Depending on whether the message was sent manually or automatically, navigate to the corresponding template page in Settings by expanding All Templates and selecting either Manual Templates or Automated Templates.
- In the Search bar, enter the unique phrase recorded in Step 1 to locate the corresponding template. The search results should return the template used for the message.
- Before editing, verify that the template's communication channel (text or email), department, dealership, and trigger (if applicable) match the message that needs editing.
- Click on the template to edit the contents.
- Save the template. If save is unavailable, review your permissions.
- Send a test message to an internal test recipient and verify that the rendered message displays and functions as expected.
Important: Changes may not affect messages that were already queued before the edit.
Use merge fields and formatting
Merge fields, or tags, insert information such as a customer's name or a dealership-specific value. Use only fields supported for the template type. A field that works in one template may not work in another.
- Do not hard-code an employee name, personal email address, or phone number in a reusable template.
- Keep text-message formatting plain and concise.
- Test email line breaks, links, images, and bold formatting in the rendered email.
- Preserve the exact syntax of a supported merge field, including underscores and capitalization where applicable.
For supported text-template tags, see Available tags for text templates.
Troubleshooting
The Save button is disabled
Confirm that your role has template-edit access and that the selected template is editable by the dealership. Some system-generated or myKaarma Support-managed templates cannot be changed in Settings.
The template appears in Settings but not in the composer
Compare the template's channel, department, user assignment, and store scope with the user composing the message. A text template does not appear in an email workflow, and a department-scoped template may not appear to users outside that department.
The customer sees old wording
Confirm that you edited the template tied to the actual trigger and channel. Check for duplicate versions and determine whether the message was queued before the change.
A merge field displays incorrectly
Compare the field with the supported syntax for that template type. Replace unsupported or misspelled fields, save, and run another internal test.
The message cannot be found in Settings
Confirm that it is not a system-generated or myKaarma Support-managed communication. Contact myKaarma Support when the message remains unidentified after checking the trigger, channel, store, department, message text, and available identifiers.
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