Omnichannel message templates

Write one message and reach every channel with message templates

Connect to 14 of the world’s most popular messaging channels with a single API. With Conversation API, you can define one template and let the Conversation API automatically format the perfect message for SMS, WhatsApp, RCS, and more to save time, money, and ongoing effort.

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WHY IT MATTERS

Cut down on development time and keep every customer engaged

Omni-channel message templates simplify your workflow by removing channel-specific coding and making personalization easier. Build faster, stay flexible as channels evolve, and deliver richer experiences to every customer without extra work.

Channel-agnostic design

Write once in a unified template that adapts to every supported channel automatically, helping your team move faster.

Future-proof codebase

Add new messaging channels by editing a template instead of rewriting logic, so your stack stays agile as platforms evolve.

Engagement at scale

API picks the richest format every customer can receive, improving impact while delivering more messages.

WHY IT MATTERS

Cut channel-specific coding and accelerate development

Creating separate payloads for every channel is slow and invites errors. A single set of message templates simplifies the process so teams ship campaigns faster and focus on innovation instead of dev time.

  • Drastically reduce engineering effort

  • Speed up QA and release cycles

  • Lower long-term support costs

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BUILT FOR TOMORROW

Quickly adopt new channels without rewriting logic

Messaging channels change quickly. Omni-channel message templates keep your app flexible by separating your logic from individual channels, letting you support WhatsApp today and tomorrow’s channels with a simple template update.

  • Update templates, not application code

  • Stay competitive as new channels emerge

  • Keep a clean, scalable architecture

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ENGAGEMENT FIRST

Always send the richest message every user can receive

Different devices support different formats. The API automatically adjusts each message between channels, giving you the flexibility to select the best option, so every customer has a great experience.

  • Use rich media wherever available

  • Guarantee delivery with SMS fallback

  • No manual fallback logic required

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REAL-WORLD USES

Proven scenarios that save time and drive ROI

Promotional marketing campaigns

Send flash-sale offers in rich media on capable channels and a concise SMS link for others—all from one template.

Abandoned cart reminders

Present interactive ‘Buy Now’ buttons in rich apps while nudging SMS-only shoppers with a friendly reminder defined in your message templates.

Appointment confirmations

Offer ‘Confirm’ and ‘Reschedule’ buttons where possible, automatically switching to plain text for basic devices with text message templates.

Seasonal campaigns

Roll out holiday promotions with carousels or images on rich channels while still engaging SMS users with compelling copy using message templates.

PRODUCT CAPABILITIES

What makes Omni-channel message templates unique

Channel-agnostic structure

One set of message templates houses every channel format, removing the need for multiple code paths.

‘First-match’ logic

API auto-selects the richest supported format—no if-then statements required.

Automatic rendering

Messages are delivered to every user by moving through your prioritized formats, from rich channels to simpler options like SMS.

Full support for all message types

Use text, cards, carousels, media, and more within a single JSON object.

Radical simplicity

Removes the complexity of channel-specific payload management for smoother development.

Architected for the future

Decouples your logic from channels, making it easy to adopt new channels without rework.

Single JSON object

Define message formats in priority order and reference them with one API call.

View our documentation

Start sending messages across multiple channels with Conversation API and Omni-channel message templates.

View API documentation 
                            

                                $client = new Clx\Xms\Client("{spid}", "{token}");
                    $batchParams = new \Clx\Xms\Api\MtBatchTextSmsCreate();
                    $batchParams->setSender("12345");
                    $batchParams->setRecipients(["46123123123"]);
                    $batchParams->setBody("Hello, World!");
                    try {
                        $result = $client->createTextBatch($batchParams);
                        echo("Successfully sent batch " . $result->getBatchId());
                    } catch (\Clx\Xms\ApiException $ex) {
                        echo("Failed to communicate with XMS: " . $ex->getMessage() . "\n");
                    }
                            
                        
                            

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                    const startPosition = window.pageYOffset
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                    // Initialize a start time for the animation
                    let startTime = null
                    
                            
                        
                            

                                echo "test";

Omni-channel message templates FAQs

Omni-channel message templates are unified, channel-agnostic definitions that list multiple formats in one JSON. Conversation API uses a ‘first-match’ approach to send the richest compatible version for each recipient. Channel message templates are specific to WhatsApp, KakaoTalk, and WeChat. They can be pre-registered and reused to simplify sending and ensure compliance for precise messaging experiences.

The API simply skips unsupported formats and sends the first one that fits. If none match, it sends the SMS version.

Yes, WhatsApp Templates are Meta-approved messages and only for WhatsApp. Omni-channel message templates can include a WhatsApp version alongside RCS, SMS, and others.

Yes, you can include a concise SMS version as part of your message templates so every user gets a compatible message.

No. Omni-channel message templates are a standard Conversation API feature. You only pay only for the message you send.

Build a single JSON object listing formats from richest to simplest, then reference it in your API call. This can be done with the Template Management API or the Message Composer tool in the Sinch Build dashboard.

Any channel available in Conversation API—RCS, WhatsApp, SMS, and more—can be included in one template.

No. One API call referencing your Omni-channel message template replaces multiple channel-specific message bodies. However, you can always override the Omni-channel message template with channel-specific messages when needed.

Talk to an expert about Omni-channel message templates today

Learn how you can create message templates once and let the Conversation API automatically deliver the best version for SMS, WhatsApp, and RCS.