Messaging
Docs / Messaging

Templates and personalisation

English and Kiswahili variants, merge fields with fallbacks and simple conditions.

Open Messaging › Templates. A template holds your message text in English and, optionally, Kiswahili.

Languages#

  • Write an English variant and, where you can, a Kiswahili variant.
  • Each person receives their preferred language. If there is no variant in their language, the campaign fallback language is used. Set it at the top of the page.

Merge fields#

Personalise with names, geography and approved custom fields. Every merge field needs a fallback for people who are missing that value:

Habari {first_name|Rafiki}, tutakuwa {ward|kwenu} Jumamosi.

If a person has no first name recorded, they receive "Rafiki".

Contact values (phone numbers, emails, ID numbers) can never be used as merge fields.

Simple conditions#

Show different text for different people:

[[if county == Nairobi]]Join us at Kamukunji.[[else]]Watch the live stream tonight.[[endif]]

Supported comparisons are ==, !=, in (one,two) and is-empty. Conditions cannot be nested.

Pre-approved templates#

A manager can approve a template once. Sends that use it, where only the merge fields vary, can then go out without approving each send again. This speeds up routine messages such as event reminders.

Writing good SMS#

  • Lead with the point. Many people only read the first line.
  • Say who you are. The footer identifies your campaign, but the opening line should too.
  • Keep it to one part where possible. See Channels and costs.
  • Never include supporters' personal details, and never make claims you cannot stand behind.
  • The opt-out instruction is added automatically. Do not remove or hide it.