Using message templates¶
Goal: Send consistent, well-worded messages in seconds, and make sure CareQB's automated messages sound like your agency.
CareQB has two kinds of templates:
| Message templates | Master Message Templates | |
|---|---|---|
| Used for | Everyday replies you send yourself | The wording of messages CareQB sends automatically |
| Where | Chats → Use template? (and bulk messaging) | Agency Settings → Master Message Templates |
| Who can edit | Anyone on the team | Agency Admins |
Master Message Templates were previously called "Master Sequence Templates".
Message templates (everyday replies)¶
Use a template¶
- In a chat, click Use template?
- Filter by group (your team's categories) or browse the list. Each entry shows its label and a preview.
- Click Apply to drop it into the message box, then edit as needed and send.
Templates work in bulk messages too. Select caregivers in Caregivers, start a bulk message, and apply a template.
Create or edit a template¶
From the template picker, create a new template, give it a clear label, and assign a group. To change an existing template, open Details.
Personalize with handlebars¶
Templates are shared across your agency, but these placeholders fill in automatically:
| Handlebar | Becomes |
|---|---|
{{first_name}} |
The contact's first or preferred name |
{{my_name}} |
Your first name |
Master Message Templates (automated messages)¶
These control the wording CareQB uses when it messages on your behalf, for example fill-in request offers, decline thank-yous, shift reminders, post-shift check-ins, availability requests, and missed clock-in checks.
Where: Settings → Agency Settings → Master Message Templates
When you open a template, you'll see:
- The message structure used by that automation
- A reference panel of the handlebars available for that template type, and what each one inserts
CareQB only offers handlebars that make sense for each template. For example, a caregiver availability request can't use client fields. If you add one that isn't supported, CareQB marks it invalid and tells you which ones are allowed.
Handlebars you'll see most often¶
| Handlebar | Inserts |
|---|---|
{{first_name}} / {{my_name}} |
Contact's first name / your first name |
{{agency_name}} |
Your agency's name |
{{client_name}} / {{client_city}} |
Client's first name / city and neighborhood |
{{shift_timestamp_start}} / {{shift_timestamp_end}} |
"Thursday, 9/12 3:25pm" / "3:25pm" |
{{shift_relative_day}} |
"today", "tomorrow" or "yesterday" |
{{shift_list}} |
A formatted list of shifts, used in grouped requests and multi-shift reminders |
{{client_care_desc}} |
The client's care description |
{{client_key_prefs}} |
Key preferences such as cats, dogs, and smoking |
{{client_parking}} / {{client_home_entry}} |
Parking and home entry details (entry details are only shared after a caregiver accepts) |
{{first_shift_notice}} |
The client's "first shift notice" text |
{{personalization}} |
The AI's personalization note for this caregiver–client match. See Qualitative matching. |
{{same_day_offer}} |
Your agency's same-day offer, added when a shift is today |
{{caregiver_availability}} |
The caregiver's latest availability note |
{{scheduled_for}} |
A one-off date and time, such as "Friday, 9/13 at 3:36pm" |
Tips¶
- Name templates by purpose, for example "BG check: link + steps" rather than "Template 4".
- Group by workflow, such as Onboarding, Availability, Callouts, or Compliance.
- Use templates as a starting point. For sensitive conversations, personalize before sending.
- Test Master Message Template changes by watching the next few automated messages go out in Chats.