Message Templates

Message templates are configurable templates that allow customized emails and SMS text messages to be sent automatically at a desired time

Messages can be configured in the following ways: 

• Who will it be sent to (including anyone to cc) 
• When it is sent
• Specific conditions to trigger a message (lead status, practice area, marketing source, etc.) 
• Title, subject, and body of the message
• Who will appear as the sender
• If it will be reviewed before being sent
• Files and lead forms can be added as attachments 

Templates can be created by going to Manage, then click on Message Templates. From there, click Add New on the top right and select the type of message. 

Creating a New Message Template: 

Description Section - 

• Title - The internal name of the message template. 
• Enabled - Enable or Disable the message template. 
• Subject Template (email only) - The email subject line. Field to Insert can be used to add input fields. 
• Message Template - The body of the message. Field to Insert can be used to add input fields. 
• Fields to Insert/Input Fields - Client information can automatically be pulled onto a message when it is sent using the input fields. 
  This would include contact information such as {{ClientFirstName}}, {{CaseType}}, {{IncidentDate}}, etc. and can also include custom fields. 
  Users can search for and select these fields using the Field to Insert dropdown. 
• Widget to Insert - Lead Form Reminders and Invitations, as well as Calendly Scheduling Links (if calendly is connected) can also be added to message templates. 
  Note: The Lead Form would need to exist for the lead case type in order for this feature to work. 
  More on Lead Forms 
  More on Calendly Integration and adding scheduling links to message templates

Attachment Section - 

Files can be attached to both texts and emails. Only one file can be attached per template; text templates are limited to file types .jpg and .png. 

Creation Rules - 

The creation rules are the criteria that the lead will need to meet for the message to send.

*The only required option in this section is the Associated Lead Status.*

* Associated Lead Status - The lead status associated with this message template. The message will only apply to leads in this selected status. This can be further narrowed down by a substatus selection (if it exists for the selected status).

Case type - Templates can be specified to only be applied to specific case types. Multiple case types can be selected by holding down Ctrl on windows or Cmd on mac. 

Severity Level - This is another filter that can be applied to message templates. If desired, messages can be preconfigured to only send to leads with a specific severity level (or "case rank") 

Offices - Templates can be applied to a specified office location (offices can be configured in the Locations section under manage). 

Opportunity Source - Templates can be configured to send to leads from a specified opportunity (or integration) source. 

Marketing Source - Templates can be configured to send to leads with a specified marketing source. 
Create when - Templates can be sent to leads that lack certain contact information. The following conditions can be view after the dropdown is set to "When":
 

• Client does not have an address
• Client does not have an email address
• Client does not have a mobile phone number
• Client has neither an address or email address
• Client has neither an address or mobile phone number

Language Spoken - Additional language templates can be configured using this dropdown. 
 

Note: Separate templates would need to be created in each language and then the appropriate language criteria should be selected from this dropdown. Lead Docket DOES NOT automatically translate messages. 

Triggers - 

This is the lead activity that will queue or delete queued messages: 

• Create Trigger, generates and queues the message 
• Delete Unsent Messages Trigger, deletes queued messages that have not been sent yet

Hold down Ctrl (⌘Cmd for Macs) to select multiple options. The triggers section is required. 

Sending - 

The sending section allows you to configure the sending conditions of the message. 

The following settings are only available for email messages: 

Send To - emails can be sent to the lead, referred by firm, and referred to firm. 

Layout - Formatted with firm logo, plain text, or referral status with lead details. 

Send From - while you can select the number it is sent from in texts (if there is more than one texting number), emails give you the option to send the message from an assigned role or a specific user. 

Send Courtesy Copy to Sender - allows you to send a copy to the Lead Docket sender

Additional Email Addresses to CC

When - allows you to set when the message is sent. If Now is selected, the message will be sent immediately when the creation rules and triggers are met. Users can also set the message to go out after a set period of minutes, hours, days, or at a specific time. 

Review message before sending - queues the message for user review before sending to the lead, allows used to manually send messages. For text messages, the reviewer can be selected by role or a specific user.