Message templates
Insert reusable message snippets in the composer, and manage the practice's template library.
Templates save you retyping the same answers — opening hours, directions, deposit reminders. This page shows you how to insert one while replying and how to manage the practice's template library.
Insert a template while replying
Open the conversation and click the template icon (the leftmost button under the composer, titled Insert template).
Pick a template from the popover. It only lists templates that fit the reply's channel, plus channel-agnostic ones.
The template body is inserted into the composer with its merge tags already filled in — the patient's name, your practice name and so on. What you see is exactly what will send.
Edit the text if you like, then press Enter or click Send.
For email replies, a template with a subject also fills the subject field if it's still empty.
Merge tags
Template bodies can contain merge tags that resolve when the template is inserted:
| Tag | Resolves to |
|---|---|
{{patient.firstName}} | The patient's first name (their preferred name when set) |
{{patient.lastName}} | The patient's last name |
{{practice.name}} | Your practice name |
{{user.name}} | Your name |
A tag that can't be resolved — for example a patient tag in an unlinked conversation — is inserted as blank text, never as raw braces.
WhatsApp approved templates
WhatsApp only allows free-text messages within 24 hours of the patient's last message. Outside that window — and when starting a new WhatsApp conversation — you must send a template that Meta has approved for your account (an "HSM" template).
In SmileLine, an approved template is a WhatsApp-channel template with the Approved template name field filled in. When the 24-hour window is closed, the composer offers exactly these templates as one-click sends; their body is sent as approved and is not editable.
The Approved template name must match the template name in your Meta account exactly. SmileLine sends it by reference — a typo means the send fails.
Manage the template library
Templates live in Settings → Templates. Owners and admins can create and edit them; everyone else can use them in the composer.
Go to Settings → Templates and click New template.
Give it a Name and choose a Channel — Any channel makes it available everywhere, or pick WhatsApp, SMS or Email to scope it.
Write the Body. Click the merge-tag buttons under the field to insert {{patient.firstName}} and friends. Email templates can also carry a Subject; WhatsApp templates can carry the Approved template name and Language code.
Click Save. The template appears in every composer straight away.
To retire a template, click Archive on its row — it disappears from the composer but stays in the list, and Restore brings it back.