A message step doesn't carry its own words. It points at a template, so the wording an automation sends lives in one place you can find, edit and reuse, instead of being buried inside the step that fires it.
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8:43Why the Wording Lives in a Template
A message step can only point at a saved template, never carry its own written copy inline. That keeps every message findable in one library instead of scattered across steps, and it means fixing a typo in one place fixes it everywhere that copy sends.
Create a Template and Attach It to a Step
Open a step with no template yet and the editor opens ready to write, already knowing which trigger and channel (email or text) it belongs to. Give it a name, a subject if it's an email, and the body, then save; the step it opened from now sends exactly what you wrote. You can also start a template from the Templates lane of your Library and attach it to a step afterward.
Insert Client Details Into the Text
Type a merge token, or pick one from the inserter, and the editor renders it as a labeled chip: the client's first name, the mortgage amount, the closing date, your own name and license number, and more, organized by whether they describe the client, the deal, the mortgage or a partner on the file. A token that can't resolve for the trigger you're writing for, a mortgage amount on a birthday message, say, is refused when you try to add it, so a template can't be saved carrying a variable nothing will ever fill in.
On an insured file there are two loan figures to choose from. Mortgage amount is the loan before the default insurance premium, and Total mortgage amount adds the premium when it's added to the mortgage, which is what the client actually borrows. Insurance premium gives the premium on its own, taken from Finmo when Finmo states one and worked out from the loan to value otherwise.
Attach Files to an Email Template
An email template can carry files that go out attached to every email it sends, such as a rate sheet, a checklist or a document the client has to sign. Under the message, press Attach files and pick one or more. PDFs, Word, Excel and PowerPoint files, images, CSV and plain text files are accepted, up to 20MB each. Each file shows as a chip under the message. Click the file name to download it, and the x on a chip takes it off. Save the template and every email it sends carries those files.
These are real attachments the client downloads, not pictures in the body. To show a picture inside the message itself, use Media in the editor instead. A text template has no attachments, because a text can't carry a file.
Name the Borrower in an Email to a Partner
The Borrower and Client details always describe the people on the mortgage, even when the message goes to their lawyer or realtor. A broker complete email to the lawyer can list the client's name, email, phone, job title, employer and industry, plus the co-applicant's, and each one fills in from the file. When a message goes to the applicants themselves, Borrower is whoever is reading it, so a message to all applicants greets each of them by name. To greet the lawyer or realtor you're writing to, use the Partners details instead.
Keep One Template or Share It With Your Team
A template written in Pulse belongs to your team, not to you alone, so a colleague covering your book can open and fix it too. There's no separate step to share it: writing it from a trigger's step already puts it where the rest of your team can find and edit it.
Reuse a Task With a Task Template
A Create a Task step works the same way. Its title, its details, its priority and its category live on a task template, so a task you file from several automations is written once. Open the step, pick a saved task from Task template, or choose Write a new task to open the task editor.
Who the task goes to and when it's due stay on each step, so two automations can share a task and still hand it to different people on different days. Editing a task template changes every automation that uses it. A task you wrote on a step before task templates existed keeps working, and it's saved as a task template the next time you save that automation on the canvas. A task title can't hold client details, because tasks are filed exactly as written.
Copy That Is Not Attached to Anything
The Templates lane also shows copy that no active step currently sends, saved and ready but orphaned from a trigger, or left behind after a trigger it once belonged to was archived. Nothing goes to a client from an unattached template until you point a step at it, so it's safe to keep drafts here without them going live.
What to Do Next
- Build Your First Automation to attach your first template to a step.
- Chain Follow-Ups to give each step in a sequence its own template instead of reusing one.
- Review the Pulse Queue to see a template's wording as a client would receive it, before you approve the send.