Templates: Email, SMS, and Document Request

Overview

Manage your templates from Settings → Templates to keep client communications consistent and reduce repetitive typing.

Depending on your permissions, you can:

• Customise system email and SMS messages.
• Create reusable messages for document requests and emails.
• Set up automatic messages when leads move to selected workflow stages.
• Manage document request checklists.
• Review previous template versions and changes.

Understand the template types

Document Templates define which documents to request. A Document request custom template defines the message accompanying that request.

Who can manage templates?

Brokers without admin permissions see the System Templates and Custom Templates sections.

Platform defaults and business customisations

A platform admin's changes to a system template apply to businesses using the platform default.

A broker business admin's changes apply only to their own business. Other businesses continue using their existing templates.

Before publishing, check that you are editing the template at the correct level.

Edit a system template

1. Go to Settings → Templates → System Templates.
2. Search for the template or filter by Email or SMS.
3. Select Edit.
4. Update the message content and, for emails, the subject.
5. Insert personalisation variables using only the variables available for that template.
6. Review the Preview.
7. Select Publish and enter a brief note describing your changes.

For a custom email layout, use the Advanced editor to add HTML.

Tip: After publishing, test the relevant action using a test lead or account and check the message received.

Use personalisation variables

Variables populate a message with relevant details, such as a client’s name.

For example:

Hi {{ first_name }},

Keep variable names and formatting intact. Adding an unsupported variable may prevent information from appearing correctly.

Review and restore previous versions

Each time a template is published, a new version is saved.

To review or restore a previous version:

1. Open the template.
2. Select Version history.
3. Review the available versions.
4. Select Restore for the version you want to use.

Where available, use Clone to create a draft copy of a template. Rename and review the copy before publishing.

Use the Activity Log to review changes across templates.

Create a custom template

1. Go to Settings → Templates → Custom Templates.
2. Select New.
3. Choose the template’s purpose:
   • Document request: A message used when requesting documents.
   • Email composer: A reusable email inserted from the Messaging tab.
   • General / Stage change auto-send: A message for general use or automatic sending at a workflow stage.
4. Enter the template name and message content.
5. Add the available personalisation variables as required.
6. Review the preview, then save and publish.

If you enable Attach credit guide, the broker must have a credit guide uploaded to their profile.

Set up a stage-change automatic message

Platform Admins and Broker Business Admins can configure automatic messages for selected workflow stages.

1. Create a General / Stage change auto-send template.
2. Select the Workflow and Stage.
3. Enable Auto send.
4. Choose the recipient: Consumer, Broker or Referral partner.
5. Add the email and/or SMS content.
6. Review the settings, then save and publish.

Important: Before enabling an automatic message, check whether an existing automation already sends the same communication. If a Power Automate flow sends it, review and disable the corresponding flow before enabling the equivalent message in Effi to avoid duplicate messages.

Manage document request checklists

1. Go to Settings → Templates → Document Templates.
2. Open the checklist you want to configure.
3. Select the Document request custom template to use as the accompanying message.
4. Enable Attach credit guide, if required.
5. Save your changes.

When a broker selects that checklist during a document request, the linked message will be pre-filled.

Checklists created by a Platform Admin are available globally. Checklists created by a Broker Business Admin apply to that business.

Use templates when communicating with clients

Send a document request

1. Open the lead.
2. Select New Document Request.
3. Choose the required document template.
4. Review the requested documents and pre-filled message.
5. Add or remove the credit guide as required.
6. Select Send.

Insert a template into an email

1. Open the lead’s Messaging tab.
2. Select Email.
3. Select Insert template.
4. Choose a template.
5. Review the populated details and make any required changes before sending.

The broker’s signature is added dynamically. Avoid including a fixed broker name or signature in a shared template.

Use a template in a stage-change pop-up.

If a workflow stage opens a details pop-up with an email option:

1. Select Email.
2. Select Insert template.
3. Choose and review the message before sending.

Templates that should not be edited

The following templates carry message content from other parts of the platform:

• New Message from Broker (consumer_message)
• New Message from Client (broker_message)
• Power Automate Message (message)

Leave these template bodies unchanged, as editing them may affect message content or delivery. Contact Support if you need help changing how these messages appear.

Need help?

If a template is unavailable or a message does not display as expected, contact support@effi.com.au with:

• The template name.
• The action you were performing.
• A screenshot or example of the issue.
• Whether the issue affects email, SMS or both.