Message Templates Process

Purpose: This document is intended to provide an overview of how recruiters manage organization-level message templates in the PRM for SMS, email subject lines, email bodies, and email signatures.

Process

Message Templates are organization-level defaults used when contacting patients. These templates support placeholders so messages can be personalized while still using a consistent approved format.

Accessing Message Templates

1. Open the organization settings area.

2. Navigate to Message Templates.

3. Review the current default templates before making changes.

Template Types

SMS Template

- Use to define the default SMS content used when messaging patients.

Email Subject Template

- Use to define the default subject line used for outbound emails.

Email Body Template

- Use to define the main email body template used for outbound emails.

Email Signature

- Use to define the organization email signature appended to outbound emails, including Inbox emails and cadence emails.

Placeholders

Message templates support placeholders for information such as:

- Patient name

- Study name

- Organization name

- Organization phone number

- User name

- User phone number

Use placeholders when possible so templates stay reusable across recruiters, patients, and studies.

Editing Templates

1. Open the template section you want to update.

2. Add or revise the message content.

3. Insert placeholders where patient, study, organization, or recruiter information should populate automatically.

4. Review the wording carefully before saving.

5. Select Save Templates.

Resetting Templates

- Use Reset to Defaults if the current templates should be restored to the system defaults.

- Confirm with leadership or the site owner before replacing customized content.

When to Update Message Templates

- Update templates when outreach language changes.

- Update templates when contact information or branding changes.

- Update templates when leadership wants a consistent standard message for recruiters to start from.

- Update templates when placeholders need to be added for better personalization.

Best Practices

- Keep template wording general enough to work across multiple patients.

- Use placeholders instead of hardcoding names, studies, phone numbers, or recruiter information.

- Review email body and email signature formatting before saving.

- Update templates centrally rather than asking each recruiter to write their own default content.

- Save templates only after confirming the wording is appropriate for patient-facing communication.