Message Templates and Snippets

Message Templates and Snippets

Templates and snippets help you send consistent, professional messages without typing the same content repeatedly. Templates are full pre-written messages; snippets are shorter reusable text blocks you can insert while composing.

How to Get There

Open Communications > Message Templates or Communications > Message Snippets from the configuration sidebar.

Message Templates

A template is a complete message with a subject line and body, ready to use when composing an email or SMS.

Creating a Template

1. Go to Message Templates
2. Click Create Template
3. Fill in:
   • Name -- an internal name for the template (not shown to patients)
   • Channel -- Email or SMS
   • Subject (email only) -- the email subject line
   • Body -- the message content
   • Scope -- General (any message) or Appointment Notification (automated sends)
4. Click Save

Merge Fields

Templates support merge fields that are replaced with real data when the message is sent. Common merge fields include:

Merge Field	Replaced With
{{patient.first_name}}	Patient's first name
{{patient.last_name}}	Patient's last name
{{appointment.start_time}}	Appointment date and time
{{organization.name}}	Your practice name

Merge fields are automatically populated from the patient and appointment context when the template is used.

Using a Template

When composing a message, click the template selector to browse available templates. Select one to populate the subject and body. You can then edit the content before sending.

System Templates

Jump includes built-in system templates for common scenarios. These cannot be edited directly, but you can duplicate them to create your own version.

Message Snippets

Snippets are shorter pieces of reusable text -- a paragraph, a sentence, or a standard sign-off. They are designed for quick insertion while you are composing a message.

Creating a Snippet

1. Go to Message Snippets
2. Click Create Snippet
3. Enter a name and the content
4. Click Save

Using Snippets

While composing a message, type # followed by the snippet name, or use the / command menu to browse and insert snippets. The snippet text is inserted at your cursor position.

Managing Templates and Snippets

You can:

• Edit -- update the content at any time
• Activate / Deactivate -- toggle templates on or off without deleting them
• Delete -- permanently remove a template or snippet
• Track usage -- see how many times each template has been used

Tip: Create templates for your most common messages -- appointment reminders, normal result notifications, and follow-up requests. This saves time and ensures patients receive consistent, well-written communications.

Recent updates

• Stepped template editor — creating and editing a message template now walks you through a cleaner stepped modal, with the "Save" action always visible.
• Live branded preview with patient picker — when previewing a template you can now pick a real patient to populate merge fields, and see the full branded HTML output that the patient will receive.
• Questionnaire and booking links as pills — when you insert a questionnaire or booking link into a template, it now appears as a visible pill rather than a raw token. Legacy templates that still contain old-style tokens will also render as pills automatically.
• Default starter templates for new practices — new organisations are now seeded with a starter library of communication templates so you can start sending messages immediately.
• Improved merge-field reliability — merge fields with nested fields (e.g. appointment.clinician_name) now resolve correctly in the message composer, and the merge-field overlay no longer closes unexpectedly while you are entering a value.
• Signature token ({{user_signature}}) — you can now include {{user_signature}} in a template body. When inserted, it resolves to the signature configured on your user profile. Templates that don't include it no longer get a signature silently appended.