Overview
A cross-channel template lets you design a single message that can go out across multiple channels — Email, SMS, and Online (a landing page version of your message) — all from the same place. Instead of building and maintaining a separate template for every channel, you set everything up once and the platform takes care of delivering the right format to the right channel.
It's the approach to reach for whenever a piece of communication needs to land consistently no matter how the recipient receives it. Welcome messages, statements, payment reminders, service notifications — anything where you want a single source of truth for the content, with the same data and personalisation flowing through every channel.
All of this happens in the Templates tab inside an Application. On a brand-new Application, you'll see No drafts found and No current version found when you first land here — that's expected, and exactly where we're starting from. As you build templates, these areas fill in: Drafts holds anything you're still working on, Current version is the one that's live, and Previous versions keeps a record of everything that came before.
Drafts are your safe space
Nothing in Drafts goes live until you choose to promote it. So you can build, tweak, and preview as much as you like without affecting any sends already in flight.
Add a new cross-channel template
- Open the Application you want to add the template to.
- Click the Templates tab in the Application settings.
- Click Add new next to the Drafts heading. The Add new draft modal window will open.
- Enter a Name for your template — something descriptive like Term Deposit Introduction or Monthly Statement makes it easier to spot later.
- Choose a Type from the dropdown — Simple - Visual Email/HTML designer for a drag-and-drop builder, or Advanced - Raw HTML/C# code if you'd rather work directly in code.
- Tick the Channels you want this template to support — Email, SMS, and Online (which gives you a landing page version built with the landing page designer).
- Click Add to create your draft.
- Open your new draft from the Drafts section and build out the content for each channel you selected. You can save and come back to it as often as you need — nothing goes live until you promote it.
- When you're happy with your draft, click Actions next to it and choose Promote to publish it as the new Current version.
That's it. Your new cross-channel template is now live and will be used for any sends that reference this Application. The version it replaced moves down to Previous versions, so it's still there if you ever need to refer back or roll something back.
A quick tip on naming
Each promoted version carries its name and number with it — for example, Version 12 — Term Deposit Introduction. A descriptive name now makes it much easier to track changes and find the right version in your audit history later on.