A message template is most useful when the driver gets it at the right moment in the job. This happens in two ways.
1. Linked to a point in the checklist (recommended)
You add the message as a checklist item in a service template:
Go to Administration → Service templates and open the service template (or create a new one).
In the checklist, click Add checklist item in the phase where the message should be sent.
Under Linked action, choose Send SMS or Send email.
Choose the Message template: either a specific template, or "Driver chooses" if the driver should pick a template on the spot. The list only shows templates for the channel you chose – SMS templates for Send SMS, email templates for Send email.
Set the Suggested recipient (the default is The customer).
Click Save on the checklist item, then Save on the service template.
The message now appears at the right moment when the driver runs a job with this service template – for example an "On the way" SMS early on and a "Delivered" email at the end.
2. Chosen by the driver during the job
The driver can also send a message from the job: tap All actions and Send message, and choose from the templates. For a template to be available here, "Show when messages are sent manually" must be on in the template (see "Create a message template").
What the driver sees
When the driver reaches a "Send SMS" or "Send email" item, the message is already filled in with details from the job. The driver sees the text and can edit it before sending – the template is a good starting point, not a straitjacket. They then send the message to the customer with one tap.
See also: "Checkpoint: Send SMS" and "Checkpoint: Send email" for the driver's steps in the checklist.