Set a message template for every organization in the hub

Write the hub's own version of an email, text or push message so every linked organization sends it, and decide whether each organization may still write its own.

In the sidebar, open Enterprise Hub, then Team & Access, then Message Templates. The page address is /enterprise/message-templates; a new template opens at /enterprise/message-templates/new.

Every message Nova sends has up to three versions. The Source column names them: Platform is Nova's default, Enterprise is your hub's, and each organization can have its own. When a linked organization sends a message, Nova uses the organization's own active version if it has one, then the hub's, then Nova's default. So one hub version changes the wording for every linked organization that has not written its own.

Before you start

• Your hub role needs permission to read hub message templates to see the list, to create them to write a draft, and to activate them to make a draft live.
• Only linked organizations use the hub's versions (Link or unlink an organization).

Steps

1. Find the message in the list. Filter by Channel (Email, SMS, Push) or search for it. Nova's defaults show Platform with Inherited beside it.
2. Open the row's menu and choose Create Override Draft (on a hub version that is already live it reads Create Next Draft). A draft opens in the Message template drawer.
3. On the Editor tab, change the wording under Channel content. Keep the placeholders in curly braces; they fill in names, amounts and links.
4. Decide on Allow lower scopes to create overrides. Leave it ticked to let each organization write its own version. Untick it to make every linked organization send yours, even one that has its own.
5. Press Save Draft, open the Preview tab and press Render Preview to check it.
6. Press Activate Draft. In Activate draft?, type an Activation summary and press Activate draft.

To add a message Nova does not have, press New template and follow Create or change a message template; the drawer is the same.

What you see

• Once activated, the hub's version shows Enterprise under Source, and linked organizations start sending it with their next message.
• In an organization, the hub's version appears in its own Message Templates list as Enterprise with Inherited beside it.
• Source scope set to Enterprise only lists just your hub's versions. Scope set to Local only hides Nova's defaults.
• The Override column is hidden at first; add it from the table's column settings to see Allowed or Locked on each row. Override policy filters by it.

If something looks different

• A linked organization still sends its own wording: it has its own active version and yours allows that. Create the next draft with Allow lower scopes to create overrides unticked and activate it.
• Nova refuses to create a draft of one of its defaults: Nova has locked that message, so neither the hub nor its organizations can change it.
• The page shows access denied: your hub role cannot read hub message templates, or your plan does not include them.
• An organization stopped using the hub's wording: it was unlinked from the hub.

Open Message Templates