Message Customization
The platform sends automated emails and SMS messages for various events — access credentials, maintenance updates, task assignments, and more. You can customize these messages to match your organization's tone and branding.
Accessing message templates
Open the account menu (your organization name, top-right of the screen) and choose Message Templates. This opens the dedicated Message Templates page where you can browse, create, and edit templates.
Message templates are organization-admin only — organization managers and property-level roles don't have access.
Template scope
Every template has a scope that decides which sites it applies to:
- Organization-wide (the default) — used across all sites in your organization.
- Property-specific — pick a property and the template applies to that site only, overriding the organization-wide template of the same type.
When a message is sent for a specific site, the platform picks the template in this order:
- The property-specific template for that site (if one exists)
- The organization-wide template of that type
- The built-in platform default
This lets you keep one organization-wide template for most sites and override just the ones that need different wording or branding. You choose the scope from the Scope dropdown when creating or editing a template; leave it as Organization-wide to apply everywhere.
Message types
The platform sends the following automated messages:
Access messages
| Template | Channel | Recipient | When sent |
|---|---|---|---|
| Access PIN E-mail | Tenant | When access PIN is generated | |
| Access PIN SMS | SMS | Tenant | When access PIN is generated |
| Access App Invitation E-mail | Tenant | When invited to tenant app | |
| Access App Invitation SMS | SMS | Tenant | When invited to tenant app |
Maintenance request messages
| Template | Channel | Recipient | When sent |
|---|---|---|---|
| Maintenance request Commented | Reporter | When staff adds a comment | |
| Maintenance request Resolved | Reporter | When request is marked resolved | |
| Maintenance request Closed | Reporter | When request is closed |
Work order messages
| Template | Channel | Recipient | When sent |
|---|---|---|---|
| Task Assigned | Service Provider | When assigned to a work order | |
| Task Updated | Service Provider | When work order is commented | |
| Task Closed | Service Provider | When work order is closed | |
| Next Week Tasks | Service Provider | Weekly summary of upcoming tasks |
Automation messages
| Template | Channel | Recipient | When sent |
|---|---|---|---|
| General Automation Template | Configured | Triggered by automation rules |
Customizing templates
Each template includes:
- Name — Internal identifier for the template
- Subject — Email subject line (not used for SMS)
- Body — Plain text content of the message
- HTML Body — Rich HTML version for emails
For SMS templates, only the plain text body is used.
When you create a new template you only choose a Name, Type, and Scope — the body is pre-filled with the platform's default content for that type, which you can then edit.
HTML templates
HTML templates allow rich formatting including:
- Your organization logo and colors
- Formatted text with headings and lists
- Buttons and links
- Custom layouts
Templates support dynamic variables that are replaced with actual values when the message is sent (e.g., recipient name, property address, ticket details).
For advanced templating with variables and conditional logic, see the Message Templates Expert Guide.