Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/Multichannel/Engage/Share/MessageTemplates.htm

## Using Message Templates When Sharing Web Links

End users can select message templates to send approved messages to HCPs with web links, allowing customers to control the messaging for users. Message templates are available when sharing web links for presentations and websites.

**Who can use this feature?**

* Business Admin Users - Browser
* [Track message templates](#Tracking)
* CLM Integration Users - Browser
* [Sync message templates from PromoMats/MedComms to Vault CRM](#Syncing)
* Content Admin Users - Browser
* [Create and associate message templates in PromoMats/MedComms](#Creating)
* [Manage the message template lifecycle in PromoMats/MedComms](#Managing)
* End Users - CRM Desktop (Windows), iPad, iPhone
* [Send message templates](#Sending)
* Users require an Engage license

### Configuring Message Templates for

Content admin users can either manage message templates in PromoMats/MedComms to use approval processes or data load message templates directly into CRM. To manage message templates in PromoMats/MedComms, both PromoMats/MedComms and CRM must be configured.

[![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)Content Admin Users in PromoMats/MedComms](#)

To configure this feature, ensure [Configuring CRM Message Templates](https://commercial.veevavault.help/en/gr/645902/) is complete.

[![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)CLM Integration Users in CRM](#)

To configure this feature:

1. Ensure [Sharing CLM Content via Web Link](ShareCLMLink.htm) is configured.
2. Navigate to **Admin > Users & Groups > Permission Sets**.
   * Select the appropriate permission set.
   * Select the **Objects** tab.
   * Grant the following permissions:

     | Object | Object Permission | Object Types | Fields | Field Permission |
     | --- | --- | --- | --- | --- |
     | message\_template\_content\_\_v | CRED | message\_template\_content\_\_v | + clm\_presentation\_\_v + message\_template\_\_v | Edit |
     | message\_template\_\_v | CRED | + manual\_assign\_content\_template\_\_v + universal\_content\_template\_\_v | + message\_template\_status\_\_v + name\_\_v + object\_type\_\_v | Read |
     | + language\_\_v + message\_template\_id\_\_v + message\_template\_text\_\_v + status\_\_v + vault\_dns\_\_v + vault\_external\_id\_\_v + vault\_guid\_\_v + vault\_last\_modified\_date\_\_v | Edit |
3. Update the field mapping for the appropriate Vault connection in the CLM Admin Console to ensure the fields on the message\_template\_\_v object in CRM are correctly mapped to the corresponding fields in Vault. See [Using Auto-Publishing for CLM](../../CLM/ConfiguringCLM/AutoPublishing.htm) for more information.

[![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)End Users](#)

To configure this feature:

1. Ensure [Sharing CLM Content via Web Link](ShareCLMLink.htm) is configured.
2. Navigate to **Admin > Users & Groups > Permission Sets**.
   * Select the appropriate permission set.
   * Select the **Objects** tab.
   * Grant the following permissions:
   * | Object | Object Permission | Object Types | Fields | Field Permission |
     | --- | --- | --- | --- | --- |
     | message\_template\_content\_\_v | R | message\_template\_content\_\_v | + clm\_presentation\_\_v + message\_template\_\_v | Read |
     | message\_template\_\_v | R | + manual\_assign\_content\_template\_\_v + universal\_content\_template\_\_v | + language\_\_v + message\_template\_id\_\_v + message\_template\_status\_\_v + message\_template\_text\_\_v + name\_\_v + object\_type\_\_v + status\_\_v | Read |
     | sent\_message\_\_v | n/a | n/a | + message\_content\_\_v + message\_config\_values\_\_v | Edit |
3. Navigate to **Admin > Configuration > Objects > Message Template > Fields**.
4. Ensure all picklist values for the **status\_\_v** field on the message\_template\_\_v object are active for all object types.
5. Navigate to **Business Admin > VMobile Object Configurations**.
6. Ensure VMOCs are active for the following objects for the appropriate platforms:
   * message\_template\_content\_\_v
   * message\_template\_\_v

### Creating and Associating Message Templates in PromoMats/MedComms as

[![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)Content Admin Users in PromoMats/MedComms](#)

Content admin users can create two types of message templates, depending on which presentations can be sent with each template: universal content templates and manually assigned content templates.

For message templates available for use with all presentations, content admin users create crm\_message\_template\_\_v with the universal\_content\_template\_\_v object type. These templates do not need to be associated with any documents.

For message templates only used with specific presentations, content admin users create crm\_message\_template\_\_v records with the manual\_assign\_content\_template\_\_v object type and associate the templates with specific documents.

Populate the following fields on each crm\_message\_template\_\_v record for both object types:

* text\_\_v – Defines the message being sent
* language\_\_v – The language of the message
* country\_\_v – Only used in PromoMats/MedComms to help with security and content approval processes. This field is optional and does not sync to CRM.

Manually assign content templates to specific presentations to ensure the templates are only available for those presentations. Content admin users must populate the crm\_manually\_assigned\_content\_template\_\_v field on the presentation document with the name of the crm\_message\_template\_\_v record. Multiple message templates can be associated with the same presentation.

### Managing the Message Template Lifecycle in PromoMats/MedComms as

[![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)Content Admin Users in PromoMats/MedComms](#)

[Object lifecycles in PromoMats/MedComms](https://platform.veevavault.help/en/gr/29798/) allow content admin users to control a document’s state, or state type, in a workflow, especially for content review processes. The lifecycle of the crm\_message\_template\_\_v object defines the state type of each message template. These state types in PromoMats/MedComms are mapped to the status\_\_v field on message\_template\_\_v records in CRM to determine if a message template is available for end users. It includes the following state types:

| State Type in PromoMats/MedComms | Status in CRM |
| --- | --- |
| Complete State | approved\_\_v |
| Obsolete State | expired\_\_v |
| All other state types, or states\* | staged\_\_v |

\* These mappings are used regardless of the states assigned to each state type in PromoMats/MedComms.

### Syncing Message Templates from PromoMats/MedComms to Vault CRM as

[![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)CLM Integration Users in CRM](#)

When message templates in PromoMats/MedComms sync to Vault CRM as part of the CLM integration, message\_template\_\_v records with the corresponding object type (manual\_assign\_content\_template\_\_v or universal\_content\_template\_\_v) are created:

* message\_template\_\_v records with the universal\_content\_template\_\_v object type are available for all content and are not associated with any message\_template\_content\_\_v records
* For each message\_template\_\_v record with the manual\_assign\_content\_template\_\_v object type, a message\_template\_content\_\_v record is created to associate the template with a specific clm\_presentation\_\_v record. These message templates are only available to be used with the assigned content.

The status\_\_v field on each message\_template\_\_v record is updated during sync.

### Sending Message Templates as

[![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)End Users](#)

A message template is available for a presentation or website when the message\_template\_\_v record meets the following criteria:

* The status is Approved. Message templates with the Staged status are only available for [content reviewers](../../CLM/CreatingContent/TestContent.htm).
* The language matches the end user’s language
* The message template is assigned to the presentation or is a universal template

When end users share web links for CLM content from a call, account, or the Media tab, the share modal displays with the available sharing options as well as the available message templates. Select the appropriate template, then select the sharing option.

When end users share web links via QR Code®, message templates are not available. The QR Code® only represents the link to the content.

When end users share web links for CLM content from the Chats stab, only the message templates display. Select the appropriate template, then select Next.

The No Message option is available for end users who do not want to include message text and is selected by default.

#### Selecting the Language for Message Templates

End users can switch languages using the language button. Only the languages with message templates available for the presentation display. The language button only displays when the presentation has message templates for more than one language.

If a template is not available in any language, only the sharing options display.

When sharing web links via Engage chat, the preview of the message includes the message template.

### Tracking Message Templates as

[![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admin Users in CRM](#)

When end users send a link with a message template, the message\_template\_\_v record and the full message text, including links, are stamped on the sent\_message\_\_v record created to track the activity. See [Sharing CLM Content via Web Link](ShareCLMLink.htm) for more information about the data tracked for presentations and websites. Additionally, the following fields are stamped for message templates:

| Field | Value |
| --- | --- |
| Message Template | Look up to the Message Template record shared with the web link |
| Message Content | The full text of the message, including the message template and the web link |

Message templates sent via Engage chat are tracked in the Engage Connect reports. See [Engage Chat Reports](../Connect/ECReports.htm) for more information. Additionally, chat messages with message templates can be imported into CRM as call records or chat messages. See [Importing Engage Connect Chat Logs into CRM as Call Records](../Connect/ImportingChatLogsCall.htm) and [Importing Engage Connect Chat Logs into CRM as Chat Messages](../Connect/ImportingChatLogsMessage.htm) for more information.

### Related Topics

[Sharing CLM Content via Web Link](ShareCLMLink.htm)

[Using the HCP Content Player](HCPContentPlayer.htm)