Message Templates

  • Updated on Aug 7, 2025
  • 5 minute(s) read
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Only Admin users can create and update templates. If you are setting up your portal and need to input a large number of templates reach out to NextRequest Support and we can upload them for you.

You can create templates for responses that your users will send on a regular basis. Templates are a digital version of a form letter and can help save you time when responding to requests. There are two categories of templates that you can create:

  • Message Response Templates: These are templates for sending a message either to the requester or internally while the request is being worked on.

    • For more information about using a response template to respond to a request, please review the Add an External Message instructions.

  • Closure Responses: These are templates for telling the requester why and how their request is being closed. The closure response template includes both the reason the response was closed and the text explaining this to the requester. You can include the closure reason in reports to track what percentage of requests are being closed for each reason.

  • Invoice Templates: These templates are for requesting payment from a requester.

This article covers creating, updating, and deactivating message response templates.

Message Templates

Message templates can be created and edited in the admin section or from a request's response.

Create a Response Template

  1. Log in to the portal

  2. Click Message Templates on the Admin drop-down menu Message templates option in Admin menu

  3. Click the Create Message Template button. The rectangular, blue Create Message Template button is highlighted to the right-hand side filter options.

  4. Enter a Name for the template On the Create Message Template pop-up window, a text entry field is highlighted below the field's label of 'Name'. Below the Name field is a note that reads: 'Name for Staff Use Only. To display a summary title publicly, add it to the text below'.

    Note:

    The name of the template is only visible in the template list for Staff Only and will not appear in the request timeline.

  5. Add Text to the template On the Create Message Template pop-up window, a text editor is highlighted below the field's label of Text'. Above the text entry field, are several formatting options: 'Bold', 'Italic', 'Underline', 'Bulleted List', and 'Link'. The text entry field reads 'Create a message template' in light grey, italicized text.

    Note:

    The text of a template that is selected (after any edits) will appear in the request timeline and will be visible to requesters and any staff who have access to the request.

  6. (Optional) Assign a category to the template On the Create Message Template pop-up window, the optional Assign Category drop-down menu is highlighted above the Save button. There is no category assigned.

  7. Click the rectangular, blue Save button below the information fields. The rectangular, blue Save button is highlighted below the Assign Category drop-down menu.

Edit a Response Template

  1. Sign in to the portal

  2. Click Message Templates on the Admin drop-down menu The Message Templates option is highlighted on the Admin drop-down menu.

  3. Click the Edit button (pencil) next to the template you want to edit The Edit button, a pencil icon, is highlighted in the Actions column.

  4. Make changes to the Message Template Name The Message Template Name is highlighted in the table's name column. The name is currently set to '911 Emergency Medical Services'.

    Note:

    This is a required field.

  5. Edit the Message Template Text The Message Template text editor is highlighted in the table's text column.

    Note:

    This is a required field.

  6. (Optional) Update the message template's Category The Category drop-down menu is highlighted in the table's Category Assigned column.

  7. Click the Save button (green circle with a checkmark) next to the Category drop-down menu The Save button, a green circular icon with a check mark is highlighted next to the Template's category.

Deactivate a Message Template

Important Notes

  • To show deactivated templates, click the toggle right below the search field

  • A template that has been selected as the Initial Response template cannot be deactivated

  • Deactivated templates cannot be edited. If you need to edit a deactivated template (for example to free up the name), first reactivate the item, then deactivate it again when you are done editing

  1. Sign in to the portal

  2. Click Message Templates on the Admin drop-down menu Message templates option in Admin menu.

  3. Click the archive button (file cabinet) next to the template you want to disable The Archive button, a file cabinet icon, is highlighted in the table's action menu next to the template.

  4. Click the OK button on the pop-up that reads, Are you sure you want to archive this message template? The 'OK' button is selected on the pop-up message that reads 'Are you sure you want to archive this message template?'

Template Categories

If your portal has a large number of templates, categories will help you organize them into customizable groups. The best part is, that categories are just the beginning of a larger project we're working on to allow you to see the categories when you select a template on a request, and later will appear in reports.

When you click on the Templates subheader, you'll now see two tabs, one for the templates and one for the categories.

Create a Template Category

  1. Log in to the portal

  2. Click Message Templates on the Admin drop-down menu The Message Templates option is highlighted on the Admin drop-down menu.

  3. Click the Categories tab The Message Templates' Categories tab is selected.

  4. Click the Create Category button The rectangular, blue Create Category button is highlighted to the right-hand side filter options.

  5. In the Create Category pop-up window, create a Category Name On the Create Category pop-up window, a text entry field is highlighted below the field's label of 'Name'.

  6. (Optional) Add a category Description On the Create Category pop-up window, a text editor is highlighted below the field's label of 'Description optional'. Above the text entry field, are several formatting options: 'Bold', 'Italic', 'Underline', 'Bulleted List', and 'Link'.

  7. (Optional) Select message templates from the Attach Message Templates drop-down menu to add them to the template category On the Create Category pop-up window, the optional Assign Category drop-down menu is highlighted above the Save button. There is no category assigned.

  8. Click the Save button The rectangular, blue Save button is highlighted below the Attach Message Template drop-down menu.

Edit a Template Category

  1. Log in to the portal

  2. Click Message Templates on the Admin drop-down menu. The Message Templates option is highlighted on the Admin drop-down menu.

  3. Click the Categories tab The Message Templates' Categories tab is selected.

  4. Click the Edit icon (pencil) next to the template category you want to edit The Edit button, a pencil icon, is highlighted in the Actions column.

  5. If necessary, update the Category Name The Categorys Name text field is highlighted in the table's name column. The name is currently set to '911 Emergency Medical Services'.

    Note:

    This is a required field, indicated by the asterisk ("*") next to the field's title.

  6. (Optional) Update the Category Description The Category Description is highlighted in the table's name column. The field is currently has no displayed text.

  7. (Optional) Update the Message Templates Attached to the category The Message Templates Attached is highlighted in the table. The current template listed is '911 Emergency Medical Services'.

    • Add a Message Template to the category.

      1. Click on the Message Templates Attached drop-down menu.

      2. Select a Message Template to attach from the drop-down menu.

    • Remove a Message Template from the category.

      1. Locate the Message Template to remove in the Message Templates Attached drop-down menu.

      2. Click the X in the upper-right corner of the message template's tile. The current template listed is '911 Emergency Medical Services'. It's 'X' button is highlighted to remove the template from the list.

  8. Click the Save button (circular, green icon with a checkmark) in the table's Action column The Save button, a green circular icon with a check mark is highlighted next to the category.

Delete a Template Category

Unlike templates and other features in the admin panel, categories can be deleted instead of deactivated.

  1. Sign in to the portal

  2. Click Message Templates on the Admin drop-down menu The Message Templates option is highlighted on the Admin drop-down menu.

  3. Click the Categories tab The Message Templates' Categories tab is selected.

  4. Click the Delete Category button (trash can) next to the category you want to remove The Delete Category button, a trashcan icon, is highlighted in the table's action menu next to the category.

  5. Click the OK button on the pop-up that reads, "Are you sure you want to PERMANENTLY delete this category?" The 'OK' button is selected on the pop-up message that reads 'Are you sure you want to PERMANENTLY delete this category?'

Initial Response Templates

You can now add your own customized text to the email notifying the requester that their request was created. This initial response template can be used to inform the requester about when they can expect their documents, possible fees, or any other information you think is important.

Important Note

  • If you don't want to include any custom text in the request-created notification email, don't select any template in the Initial Contact column. If no template is selected then the regular request-created email will be sent.

Set the Initial Contact Template

  1. Sign in to the portal

  2. Click Message Templates on the Admin drop-down menu The Message Templates option is highlighted on the Admin drop-down menu.

  3. Toggle on the Initial Contact option next to the applicable template The Intitial Contact toggle is selected and in the 'off' position.

    Note:

    The template will be sent to the requester when a new request is opened.

  4. On the pop-up message that reads "The initial contact template has been successfully updated. Click below to send yourself a preview of the email", click the Preview button to receive the email preview

    Note:

    Or, click the rectangular No thanks button to decline the email preview.

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