> For the complete documentation index, see [llms.txt](https://manuals.dialox.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://manuals.dialox.ai/smart-receptionist/content-settings/content-section/message-templates.md).

# 12. Message templates

How the receptionist takes a message (what it asks, in which order) and what the email or note that it sends looks like.

A message template defines **how a message is taken** and **what the resulting email (or note) looks like**. The default template is **Callback request**. 2. Front desk picks the default template. A topic, 8. Spam calls and 9. Emergencies can each pick a different one.

<figure><img src="https://3570729730-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHmRSkEkoJwaBZ2OeQbHM%2Fuploads%2Fe6osumHWtF3iL11xwRMa%2Fsr2-c12-template-expanded.jpg?alt=media&amp;token=7634d0b5-1712-4391-90a6-b41536cad04d" alt="The Callback request template in Content → 12. Message templates"><figcaption><p>The Callback request template in Content → 12. Message templates</p></figcaption></figure>

## Fields per template

| Field                            | What it does                                                                                                                                                                                                        |
| -------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Label** (required)             | The name other sections show when they point to this template.                                                                                                                                                      |
| **Key**                          | How other sections refer to the template (for example `callback_request`). **Changing it breaks those references.**                                                                                                 |
| **How to hold the conversation** | Tone, order and what not to do, for example *"Keep it short and friendly, and ask one thing at a time. Never ask again for something the caller already said in this conversation."* Type `/` to insert a variable. |
| **What to ask**                  | The fields the receptionist collects, in the order it should normally ask. See below.                                                                                                                               |
| **Message subject**              | The subject of the email or note. Type `/` to insert a variable: a field from *What to ask*, or a value the receptionist fills in itself (company, callback summary, time, conversation link).                      |
| **Message body**                 | The message itself. Type `/` to insert a variable. To leave out a line when a value is empty, wrap it in `{% if details %} … {% endif %}`.                                                                          |

Use **Test this form** to try the template, and **Add** to create a new one.

## What to ask

The default Callback request asks for:

| Field             | Example question                               | Mandatory | When the value is already known |
| ----------------- | ---------------------------------------------- | --------- | ------------------------------- |
| `user.first_name` | May I have your name?                          | Yes       | Use it, don't ask               |
| `user.phone`      | On which phone number can we call you back?    | Yes       | **Confirm it with the caller**  |
| `reason`          | What would you like us to call you back about? | Yes       | Use it, don't ask               |
| `best_time`       | When can we best reach you?                    | No        | Use it, don't ask               |

Open a field to change its **Stored as** variable, **Example question** (a guide, asked in the caller's language), **Mandatory** switch, and **When the value is already known**: *Use it – do not ask*, *Confirm it with the caller* or *Ask again anyway*. "Known" means known before the conversation, such as a returning caller's name or number.

**A message is only complete when every mandatory field has a value**, and every known value marked *Confirm* or *Ask again* has been confirmed by the caller.

## How it shows in a conversation

In this test the visitor asked about an invoice (a topic set to **Note**). The receptionist:

1. Already knew the visitor's name and number, so it didn't ask for the name. Because `user.phone` is set to **Confirm**, it asked *"Can we call you back on …?"*.
2. Accepted a different number from the visitor.
3. Took the reason from what the visitor had already said, and didn't ask for the optional best time.
4. Sent the email to the front desk address and confirmed *"Thank you, I have written down your message."*

<figure><img src="https://3570729730-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHmRSkEkoJwaBZ2OeQbHM%2Fuploads%2FFqD8ws13oE3bL6JkrMgA%2Fsr2-t12-message-email-and-note.jpg?alt=media&amp;token=dbb68b70-8267-4767-abab-9fc2dc6fd23d" alt="The email the receptionist sent, and the note kept in the inbox (personal data blurred)"><figcaption><p>The email the receptionist sent, and the note kept in the inbox (personal data blurred)</p></figcaption></figure>

The email follows the template's subject and body. Because **Settings → Messages & notifications → Also keep a note of e-mailed messages** is on, a copy is also kept as a note in the inbox and marked done. That's why it's shown struck through.

## Related settings (Settings → Messages & notifications)

* **Also keep a note of e-mailed messages.** A message that couldn't be emailed is always kept as a note.
* **Send what was collected when a caller hangs up mid-message** (phone only). When this is off, an unfinished message isn't delivered.
* **Also send an SMS about every message**, with the message's subject and a link to it. SMS messages are charged separately.