To configure this feature, ensure Configuring Text Messaging in Vault CRM is complete.

Content creators can author Message Template (message_template__v) records directly within the Vault CRM interface or upload them in bulk using the Vault Loader.

When creating or data loading an message_template__v record, the following fields must be populated:

• Message Template Name (name__v) - A unique, descriptive name identifying the template
• Message Template Type (object_type__v) - Must be set to text_only_template__v (Text Only Template)
• Message Template Text (message_template_text__v) - The actual body text of the SMS, containing any plain text, line breaks, emojis, or dynamic placeholders
• Message Template Status (status__v) - Set to Staged (staged__v) during draft and review stages, or Approved (approved__v) to make the template available to users in production
• Language (language__v) - The language code for the template (for example, en_US for English)
• Category (category__v) (Optional) - Assigns the template to a specific category group (for example, Conversation Starter or Product Info)
• Product (product__v) (Optional) - Associates the template with a specific product, enabling automated eligibility and restriction filtering
• Detail Group (detail_group__v) (Optional) - Restricts the template's visibility to users aligned with the specified detail group
• Template Text Placeholder (template_text_placeholder__v) - Holds the JSON object map defining field-level tokens to resolve
• Hidden? (hidden__v) (Optional) - Set to TRUE to hide the template from manual user selection. This is typically used for automated messages (for example, opt-in/opt-out confirmations) to prevent end users from triggering them redundantly.

SMS templates can be personalized dynamically using token syntax. Content creators define placeholders within the template text using double curly brackets (for example, {{1}}, {{2}}), and then map those numbers to standard Vault CRM fields in the JSON definition field.

Supported Fields & Syntax

Content creators can reference fields from the following objects using the standard {{ObjectAPIName.FieldAPIName}} lookup syntax:

• Account (account__v)
• User (user__sys)
• User Detail (user_detail__v)
• Consent Keywords (consent_type__v) - Dynamic subscribe and unsubscribe keywords can be referenced using {{consent_type__v.subscribe_keyword__v}} and {{consent_type__v.unsubscribe_keyword__v}}.

Token Mapping JSON Example

To configure a personalized template, populate the fields as shown in the example below:

• Message Template Text (message_template_text__v):

  Hi {{1}} {{2}}, my name is {{3}}. Reply with {{4}} to opt out.

• Template Text Placeholder (template_text_placeholder__v):

  { "{{1}}": "{{account__v.title__v}}", "{{2}}": "{{account__v.name__v}}", "{{3}}": "{{user__sys.name__v}}", "{{4}}": "{{consent_type__v.unsubscribe_keyword__v}}" }

Ensure there are no newline characters within the placeholder JSON values to prevent parsing or validation failures during import.

Safe Resolution Fallback for SMS

Unlike other messaging integrations (for example, WhatsApp) where a null or unresolvable placeholder value causes the entire message transfer to fail, SMS Business Messaging implements a safe resolution fallback.

If an end-user lacks permission to a referenced field, if a field is empty on the database, or if the referenced record does not exist, the system automatically replaces the placeholder with an empty string ("") and sends the SMS safely to the recipient.

For a template to be visible and selectable on a user's mobile client, it must be associated with their active SMS Business Account. This control mechanism prevents cross-brand contamination and ensures users only send messages aligned with their aligned business territories.

To associate a template to an SMS Business Account:

1. Navigate to Business Admin > Objects > message_template_business_account__v.
2. Select Create.
3. Select SMS (sms__v) as the object type.
4. Enter a Name.
5. Select a Message Template.
6. Select a Messaging Business Account linked to the user’s sms_phone_number__v.
7. Select Save.

Admins can define automated, text-only SMS messages that send instantly when a user ends a conversation, so that the HCP is informed that the conversation has concluded.

To configure an automated message:

1. Navigate to Business Admin > Objects > multichannel_route__v.
2. Select Create.
3. Select sms__v as the Object Type.
4. Select multichannel_consent__v as the Object.
5. Select sms__v as the Object Type Name.
6. Select conversation_ended__v as the Event.
7. Select a Message Template of type text_only_template__v.

Customers can change the text in the message template, but should use text that makes sense when a conversation has ended. For example, “Thank you for contacting us. This conversation has ended.” The message is only sent when the user explicitly selects the End Conversation action. No message is sent when a conversation times out (24 hours since the last reply from the HCP).

If no Multichannel Routing record is configured for the conversation_ended__v event, the conversation ends silently with no automated message sent to the HCP.

Admins can define automated, text-only SMS messages that send instantly after end users capture opt-in or opt-out consent. The process for configuring these messages is the same for SMS and WhatsApp. For information, see Defining Automated Consent Confirmation WhatsApp Messages as.

If the HCP opts out by sending the opt-out keyword, the reply is only sent to the original SMS or WhatsApp thread.