Overview

Message templates are prewritten messages you (or your admins) define once and reuse anywhere. They're useful for the small set of messages you send all the time: check-in instructions, late check-out denials, parking directions, the "we received your message" acknowledgement.

This lesson covers what templates are, how variables work, and where templates fit alongside AI-generated replies.

When to use templates vs. AI suggestions

These two tools solve different problems:

Many teams use both — template for the policy core, AI for the personalized framing around it.

Inserting a template

In the reply composer, look for the template picker (typically a button or dropdown labeled "Templates"). Click it and:

1. Browse or search the available templates by name
2. Pick one
3. The template body is inserted into the composer with all variables replaced
4. Edit if needed
5. Send

You can insert a template even if Chirp AI has already drafted a suggestion. Inserting will replace the current composer content, so be deliberate.

Template variables

Templates support variables — placeholders that get filled in automatically based on the conversation. A template like:

Hi {{GuestFirstName}}, your check-in code for {{PropertyName}} is 1234. See you on {{CheckInDate}}!

…becomes:

Hi Sarah, your check-in code for The Beach House is 1234. See you on May 14!

Variables are evaluated when you insert the template, using the conversation's reservation and property data. If a variable can't be filled in (e.g., the reservation has no first name), the template insert will leave a clear placeholder so you notice before sending.

The exact set of variables available depends on your account configuration. Common ones:

• {{GuestFirstName}}, {{GuestLastName}}, {{GuestFullName}}
• {{PropertyName}}, {{PropertyAddress}}, {{PropertyAlias}}
• {{CheckInDate}}, {{CheckOutDate}}, {{NumberOfNights}}
• {{ConfirmationCode}}

Templates and language

Each template has a language setting. If you have multilingual guests, you can create one template per language and Sparrow Intel will pick the right one based on the guest's detected language. Or you can keep templates in English and rely on Chirp AI to translate when needed.

For most teams, the simplest setup is: English templates as the source of truth, plus Chirp AI handling translation in the moment for non-English conversations.

Creating and editing templates

Templates are managed by admins (or anyone with admin permissions) on the Message Templates page — that's where you access, edit, and add templates. From there you can:

• Create a new template (name, body, variables, language)
• Edit existing templates
• Delete templates that are no longer used

Tips for good templates:

• Keep them short. A template that's three sentences with two variables is more useful than one that's three paragraphs of copy you'll edit every time.
• Name them clearly. "Check-in instructions — Cabin properties" is more findable than "CI Cabin v3."
• Avoid stale info. If your front-desk number changes, every template that references it needs an update. Search before you create.

Templates and rules

Templates can also be sent automatically by Rules — for example, a rule that sends a check-in reminder template 24 hours before arrival. We cover this in Rules for Conversations.

For now, just know that templates aren't only for manual reply use. They are the building blocks of automated messaging too.

Up next

You've completed the Take-Off phase — you can now read, reply, and use AI suggestions and templates.

Next is Triage: Status, Assignment & Labels — getting organized so a team can work the inbox without chaos.

Related

- Create/Edit Message Templates