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Create an SMS or WhatsApp message template

Updated 19 October 2026 · For back office users

A Message Template describes one SMS or WhatsApp message, sent through Twilio. A process can send it to every record using a Send Message step, or only to some records as an action inside a Rule Match Outcome or No Rule Match Outcome step.

Before you start

Your environment needs Twilio set up before messages can be sent. Three 17 configures the Twilio account and sending numbers, and you'll need at least one Twilio Settings item in your back office. See Choose which Twilio account sends your messages.

Steps

  1. Create the template

    In the back office, go to your Message Templates folder and create a new Message Template. Give it a clear name, such as Course Reminder SMS.

  2. Choose the Channel

    Under Channel, choose Sms or WhatsApp. This decides which of your Twilio sending numbers is used.

  3. Set the Recipient

    In Recipient, enter a phone number or, more usually, a token such as $$StudentMobile$$. Numbers should be in international (E.164) format, such as +447700900123. UK numbers starting 07 are converted for you. See How phone numbers are formatted for SMS and WhatsApp.

  4. Write the Body Text

    Write the message in Body Text as plain text. You can use tokens and date formats, for example:

    Hi $$StudentFirstName$$, your course starts on $$CourseStartDate:dd MMMM yyyy$$.

    An SMS can be up to 1,600 characters once the tokens are filled in. Longer SMS messages are not sent.

  5. Pick the Twilio Settings (optional)

    If your organisation has more than one Twilio set-up, pick the one to use in Twilio Settings. If you leave it empty, AutomatedOn uses the first Twilio Settings item it finds under your tenant.

  6. Save, publish and test

    Click Save and publish. Then open a process that uses the template, run a test on the Test tab and click the step badge on a record to see the message it would send. Nothing is sent during a test.

What happens next

When the process runs, one message is sent per record that reaches the step. Each send is recorded on the process's History tab.

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