Templates own the message content in Nudge. Triggers and bulk sends reference a template; the template decides the words, the language and the attachment.
Variables
Write [firstname] and every send resolves it per lead. Built in: [name], [firstname], [lastname], [fullname], [salutation] and [phone] for the contact, plus [owner] and [owner_firstname] for the assigned rep. Beyond those, any field in your registry can become a variable: mark the field “use as variable” in Workspace setup and [bill] or [rooftype] starts resolving. List fields can map raw values to display text, so a stored gable_roof renders as “Gable roof” in the message.
Adjacent tokens space themselves correctly and empty values collapse cleanly, so a missing last name never leaves a double space.
A variable with nothing behind it disappears from the sentence. Fine for a missing last name; not fine for Courses in [course_type], which becomes Courses in.
Underneath the message body, Variable defaults lists every variable you’ve used with a box for its fallback. Fill in education for [course_type] and contacts without one still read a complete sentence. Leave it blank and the variable keeps disappearing, exactly as before.
The boxes belong to the message, not to the field, so each language tab has its own — the Turkish tab falls back to Turkish wording and the English tab to English. If you’ve set the same fallback elsewhere, the box suggests it as you type.
On WhatsApp business templates (the approved kind used to start conversations), an empty variable doesn’t just drop a word — WhatsApp refuses the message entirely. So a variable from your field registry needs a fallback before you can submit one for approval, and the editor names the ones still missing. Built-in variables are exempt: [firstname] and the rest come from the contact’s own name, so they can’t turn up empty. Filling a fallback in never sends the template back for review; the approved wording is unchanged.
Languages
A template can hold one body per language. The rule is strict on purpose:
- No language tabs: the template is language-agnostic and sends to everyone.
- With language tabs: each contact gets the body matching their language. If no tab matches, Nudge holds the send rather than deliver the wrong language. A Turkish lead never gets the German version because “something is better than nothing” loses deals.
Attach an image or document from the shared asset library, or paste a public URL. On WhatsApp the body becomes the caption. Assets in use by a template are protected from deletion.
Tags are free-form. Add one with + Add, type it, and it exists; the library filters by them and the template pickers group by them. Existing tags are suggested as you type, and typing one that already exists in different capitals reuses it rather than creating a near-duplicate.
Click a tag’s name to rename it. A rename applies everywhere that tag is used, not just on the template you are looking at — the ✕ beside it is what removes it from this one template.
They are yours to organize with and have nothing to do with trigger categories, so naming a tag “Onboarding” does not create or rename anything else.
Filtering the library
Tags sit as a row above the table, each with the number of templates behind it. Click one to filter, click it again to release. Pick two and you get templates carrying either.
The rows filter too: click a tag in the Tags column, or a badge in Channel, and the library narrows to it. It is the same filter either way, so clicking a row’s tag lights up its chip above. Clear filters appears next to Columns with a count of how many are on.
One thing to know about the Tags column: the tag names filter, while the + that appears when you hover a row is what edits that template’s tags.
Writing an email
The editor is what the email will look like — no separate preview to keep in step with it. To see it as a particular contact will receive it, with their name and other variables filled in, type their name into Preview at the top right. Clear it to go back to editing.
Changes are held as a draft until you press Save, so a half-written edit is never sent: contacts keep getting the last saved version until then. Save and Discard sit at the top and bottom of the editor, and Discard keeps you in the editor with the last saved version restored — only the back arrow leaves.
Housekeeping
Each template tracks how often it fired and when it last fired, so the library shows you what actually gets used. Email templates also track replies, as in “4 of 60 sent emails got a reply”, which is the number that tells you whether the copy works.
A template can set the contact’s state on send, which is how a sent message arms the next trigger in a chain. The library also imports and exports, so a set of templates can move between workspaces instead of being retyped. 
