Messages, email and SMS templates
Documentation
Settings → Communication decides two separate things: who sends your messages, and what they say.
Who sends your email
Hosted — email goes out on the platform's sending infrastructure by default, with nothing to configure. You may instead connect your own provider, at which point the credential fields appear and your domain is what recipients see.
Self-hosted — there is no platform sender. Connect a provider and store its credentials here; the credential fields are always visible for that reason.
Bringing your own works with the mainstream providers — Resend, SendGrid, Postmark, Mailgun. There is a test send on the page: use it, because a credential that is present and wrong looks exactly like one that is correct until a client does not get their report.
Whichever route you choose, your DNS records are what decide whether mail arrives. A provider connected without its domain records verified will send mail that lands in spam, and nothing in this page can tell you that.
Who sends your texts
Text messaging has more shapes than email, because a phone number is a regulated object rather than a setting:
| Mode | What it is |
|---|---|
| Platform | Messages go out on shared platform numbers. Hosted only. |
| Your own | Your Twilio or Telnyx account, your numbers, your carrier relationship. Available in both modes. |
| Managed | The platform handles the carrier registration your numbers need — shared or dedicated. Hosted only, and where your plan includes it. |
Where a deployment sends its own texts, an inbound webhook address is shown — that is what carries replies, including opt-outs, back into the product. Consent and opt-out handling are not optional decorations on this: a text to somebody who did not agree to receive one is a legal problem, not a UX one.
What the messages say
Settings → Communication → Templates lists every message the product can send, each one on its own trigger — a booking confirmed, a reminder, an agreement to sign, a report delivered, a payment received.
Opening one gives you its subject, its body blocks, and the variables it can use, listed beside the editor rather than guessed at. There is a preview, which renders the message with sample values — the fastest way to catch a variable that resolves to nothing.
Some templates are required: the product will not send that message without one, so they cannot be emptied, only reworded.
The full list of placeholders, with an example of what each renders to, is in Variables you can use in messages.
Which messages go out at all
This page decides the wording. Whether a message fires, to whom, and after how long belongs to Automations — a template with nothing triggering it sends nothing, and that is the most common reason a message somebody edited never arrived.
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