Account & User Management 

User Manual — Templates

6. Templates

The Templates section provides a centralised library of all communication templates configured within the organisation for use across survey distribution channels. 

These templates form the foundation of all outbound survey communications — including initial invitations, follow-up reminders, and thank you messages — and are available across three channel types: Email, SMS, and WhatsApp under the Distribute tab in Surveys. 

Templates ensures that survey communications maintain a consistent tone, structure, and branding across all programmes and distribution activities.

To access the Templates tab, follow these steps:

Step 1: From the Xebo.ai platform, click the Settings icon from the navigation bar of the platform.

Step 2: Click Templates tab to view all organisation-level templates for distribution channels.

6.1 Viewing and Managing Templates

The Templates section is divided into three channel-specific subsections accessible from the left panel:

Email – Contains all email templates available within the organisation for use in email-based survey distributions.

SMS – Contains all SMS message templates configured within the organisation for text-based survey distributions.

WhatsApp – Contains all WhatsApp message templates available for traditional and conversational survey distributions.

Each template card in the library displays two action icons at the bottom:

• Edit – Opens the template for modification, allowing the template's content, design, and settings to be updated.
• Delete – Permanently removes the template from the organisation's library.

Please note that administrators should ensure that a template is not actively assigned to any live distribution channels before deleting it to avoid disrupting ongoing survey campaigns.

The detailed step-by-step process for creating new templates, editing existing ones, and configuring templates within specific distribution channels is covered in the Distribute User Manual. 

Users are advised to refer to the Distribute Surveys user manual for comprehensive guidance on the full template creation and distribution configuration workflow.

6.2 Using Distribution Templates

Templates created and stored in this section are directly available for selection within the Distribute tab of individual surveys. 

When setting up a distribution channel — whether email, SMS, or WhatsApp — users can browse and select from the organisation's available templates to define the content of their survey invitations and reminders.