> For the complete documentation index, see [llms.txt](https://requiply.gitbook.io/requiply-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://requiply.gitbook.io/requiply-docs/knowledge/settings/booking-settings/message-templates.md).

# Message templates

The short SMS, Viber, and Telegram messages Requiply sends customers, and how they differ from email templates.

The **Message templates** page is where admins write the short messages Requiply sends to clients over **SMS, Viber, and Telegram**. They are the messenger counterpart to [Email templates](/requiply-docs/knowledge/settings/booking-settings/email-templates.md): reusable, variable-driven, and referenced by workflows rather than typed into each automation.

You can find this page under **Settings → Bookings → Message templates**.

{% hint style="warning" %}
**Admin only.** Other staff are redirected to the access-denied screen.
{% endhint %}

## Why this page matters

Before message templates existed, the text of an SMS or Viber message lived inside the workflow that sent it. That meant every workflow carried its own copy of the wording, and messenger-only features — formatting, PDF attachments, link buttons — had nowhere to live.

Now the wording lives here and workflows only point at a template:

* One template can be reused by several workflows, and editing it changes every message that references it.
* A template declares its **format**, which decides what the message can contain and which channels can deliver it.
* Telegram templates can carry **PDF attachments** (the booking invoice and rendered [export templates](/requiply-docs/knowledge/settings/booking-settings/export-templates.md)) and **link buttons**, which SMS cannot express at all.

{% hint style="info" %}
**Existing workflows were migrated automatically.** Every workflow that previously carried its own SMS/Viber body now points at a plain-text template created from that body and named after the workflow. Nothing stopped sending — but the wording is now edited here, not in the workflow.
{% endhint %}

## Formats

Every template has exactly one format, chosen at the top of the form. The format decides both what the message can contain and which workflow channels can use it.

| Format       | What it can contain                                                                                                | Which channels can send it                                            |
| ------------ | ------------------------------------------------------------------------------------------------------------------ | --------------------------------------------------------------------- |
| **Text**     | Plain text only.                                                                                                   | Every channel — SMS, Viber, *Viber, with SMS fallback*, and Telegram. |
| **Telegram** | Formatted text (bold, italic, underline, strikethrough, code, links), PDF attachments, and up to six link buttons. | Telegram only.                                                        |
| **Viber**    | Plain text (up to 1000 characters), an optional image, and a single action button.                                 | Viber and *Viber, with SMS fallback*.                                 |

The form shows the same rule as a hint under the format picker:

* **Text** — *"Plain text that works on every channel: SMS, Viber and Telegram."*
* **Telegram** — *"Rich Telegram message with formatting, PDF attachments and link buttons. Only usable on the Telegram channel."*
* **Viber** — *"Viber message with an optional image and an action button. Also usable as the Viber part of 'Viber, with SMS fallback'."*

{% hint style="info" %}
When in doubt, use **Text**. It is the only format that every channel accepts, so a text template stays usable if you later switch a workflow from SMS to Telegram.
{% endhint %}

## What you'll see

Templates for the current organization are shown as a grid of cards; three skeleton placeholders appear while they load.

Each card shows:

* The template **name**.
* A **format tag** — *Text*, *Telegram* (with the Telegram mark), or *Viber* (with the Viber mark).
* An **Attachments** badge when the template attaches the invoice or a document template.
* A **Buttons** badge when the template defines link buttons.
* A **Message** preview — the body rendered as plain text.
* An **edit pencil** that opens [Add or edit message template](/requiply-docs/knowledge/settings/booking-settings/message-templates/add-or-edit.md).

A rounded **Add template** button sits after the cards.

## Empty state

Requiply ships no built-in message templates. A new organization starts with none, and the page shows a centered placeholder with a comment icon, the title **"No message templates yet"**, and a **Create a message template** button.

Until at least one compatible template exists, the workflow action **Send message to client (SMS / Viber / Telegram)** cannot be saved — it shows a warning with a **Create a template** link instead of the template picker.

## Main actions

### Adding a template

**Add template** (or the empty-state button) opens [Add or edit message template](/requiply-docs/knowledge/settings/booking-settings/message-templates/add-or-edit.md). After saving you return to the list and a toast confirms *"Template {name} was created"*.

When you arrive from a workflow's **Create a template** link, saving returns you to the workflow you came from instead of to this list.

### Editing a template

The pencil on a card opens the same form in edit mode, prefilled, with **Save** and **Delete**.

### Deleting a template

Deletion happens on the edit page. Requiply first checks whether any workflow uses the template. If one does, deletion is **blocked** and the dialog lists the blocking workflows so you can repoint them first. See [Add or edit message template](/requiply-docs/knowledge/settings/booking-settings/message-templates/add-or-edit.md#deleting-a-template).

## How this page connects to the rest of Requiply

| Feature                                                                                               | How this page affects it                                                                                                                                    |
| ----------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------- |
| [**Workflows**](/requiply-docs/knowledge/settings/workflows.md)                                       | The **Send message to client (SMS / Viber / Telegram)** action selects a template here. The picker only lists templates compatible with the chosen channel. |
| [**Communications**](/requiply-docs/knowledge/settings/integrations/communications.md)                | Delivery happens through the connected provider — TurboSMS, Kyivstar, Twilio, or your own Telegram bot. Without a provider there is nothing to send with.   |
| [**Custom export templates**](/requiply-docs/knowledge/settings/booking-settings/export-templates.md) | Telegram templates can attach any export template, rendered for the triggering booking as a PDF.                                                            |
| **Invoices**                                                                                          | Telegram templates can attach the booking's invoice PDF, the same document produced by the **Export** dialog.                                               |
| [**Client details**](/requiply-docs/knowledge/clients/client-details.md)                              | Every send is recorded in the client's **Messaging** card, with the template name and the delivery result.                                                  |
| [**Requiply Assistant**](/requiply-docs/knowledge/requiply-assistant/assistant.md)                    | The message editor has a **Message designer** assistant mode that drafts, improves, and translates message bodies.                                          |

## Common scenarios

### A reminder that works on every channel

Create a **Text** template with the booking date and your address, then point a relative-time workflow at it. Because the format is text, the same template works whether the workflow sends over SMS, Viber, or Telegram.

### A Telegram confirmation with the invoice attached

Create a **Telegram** template, write the confirmation, turn on **Attach invoice PDF**, and add a link button pointing at `{{paymentIntegrationLink}}`. Clients receive the message, the invoice as a file, and a **Pay** button in one Telegram notification.

### Inviting clients onto Telegram

Add `{{telegramConnectLink}}` to an email or message template. Requiply generates that client's personal bot link when the message is sent; opening it and pressing **Start** connects them so future Telegram workflows can reach them. See [Communications](/requiply-docs/knowledge/settings/integrations/communications.md#connecting-clients-to-your-telegram-bot).

## Tips and cautions

{% hint style="info" %}
**Tip:** Changing a template's format does not delete what you already configured — but attachments and buttons are only saved for the format that supports them. Set the format first, then write the message.
{% endhint %}

{% hint style="warning" %}
**Heads up:** Editing a template changes every workflow that references it immediately. There is no per-workflow override and no version history.
{% endhint %}