Find quick answers and solutions to common questions regarding creating, editing, and applying message templates in the Edlio Mass Communication platform.

Q: What happens if I edit a template after sending a message with it?
A: Previously sent or scheduled messages are completely unaffected. When you apply a template to a draft, its content is copied into that specific message. Future edits to the master template only affect new drafts started after the change.

Q: Can a template support multiple communication channels at once?
A: Yes. In Step 1 of the template builder, you can select any combination of App, Email, and Text. When composing a multi-channel broadcast, the template will populate the corresponding subject and body fields for each active channel.

Q: Can I attach documents to an email template?
A: Yes. In Step 2 of the template setup, you can attach standard PDF or document files. Whenever the template is applied to an email broadcast, the attachment is automatically included.

Q: Who can see and use the templates I create? Can I create private templates?
A: All templates are site-wide and shared across all users on your dashboard who have Mass Communication permissions. There are no private, individual-only templates. Any teammate with access to Mass Communication can see, select, edit, or delete any template in the Templates manager. Once a template is applied to an active draft, however, changes made within that draft remain private to that specific message.

Q: Is there a limit to how many templates our school can save?
A: There is no strict limit. However, we recommend organizing templates with clear, consistent naming conventions (e.g., [Athletics] Rainout Alert, [Principal] Friday Newsletter) and deleting obsolete templates annually.

Issue: My template text isn't loading when I click it.
​Solution: Ensure you are on Step 3 (Compose Content) of the New Message wizard before applying a template. Verify that the channels selected on Step 1 of your message match the channels configured on the template. If your browser session timed out, save your draft, refresh the page, and re-apply.

Issue: Text message formatting looks different than email.
​Solution: SMS text messages do not support rich text formatting (bold, colors, HTML tables). While email templates render full HTML styling, the text message channel will deliver clean, unformatted plain text. Keep text versions concise and place links on their own line.

Issue: I don't see the Templates button on the Messages dashboard.
​Solution: The Templates button is located in the upper-right action bar of the Messages dashboard (next to Monthly Totals and New Message). If you do not see it, confirm that your user account has administrator or mass communication permissions.

Need additional guidance or experiencing unexpected formatting? Open a ticket with Eddy, the chat assistant located in the bottom-right corner of your admin dashboard, or contact Technical Support.