Templates are reusable canned messages with variable placeholders, used by automations and the Inbox composer.
Go to Settings > Message Templates.
To create a template: Click "+ Add Template". Give it a short name (max 30 characters) and write the body. Use the variable chips below the body to insert placeholders. Available variables are {customer_first_name}, {customer_last_name}, {store_name}, {store_hours}, {store_phone}, {store_address}, {company_name}, and {employee_first_name}. Variables use single braces, and the chips below the body insert them with the correct syntax. Click "Save".
To star a template: Click the star icon next to its name in the list. Starred templates appear as quick-insert buttons in the Inbox composer so staff can drop them in with one click.
To edit or delete: Use the Edit / Delete buttons next to each template.
Templates are shared across SMS and email; the same body works in both because variables are resolved at send time. They are also referenced by automations (see "How to Configure Automations"), so a template change updates every automation that uses it.