To begin creating a Templated message, navigate to the Playbooks section and click on the Message Templates tab [Below].
Next click on the + New Message Template button on the upper right-hand-side of the page.
Add:
Template Name - This is for your reference (not visible to the customer).
Subject Line - The subject line of the email the customer receives.
Body - The main section of the email message (you don't need to complete the message at this stage, just add a couple of words and then click ...
Create & Continue Editing... (You will complete the message in the next step).
