Editing notification templates

Notification templates are edited from Settings → Notifications. In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Notifications. The Message templates section opens a side panel where you choose a notification, switch between its available channels, and edit the wording for that channel.

How do I open message templates?

Use Settings → Notifications when you want to update the wording patients or team members receive from automated notifications.

1. In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Notifications.
2. Find Message templates.
3. Select Edit templates.
4. In the Message templates panel, choose a notification from the list.
5. If the selected notification has more than one template channel, choose Email or SMS.

The editor shows the current template, its channel, whether it is Default or Customised, and a live preview.

How do I edit an email template?

Email templates can include both a Subject and a Message. Use the preview to check the rendered version before you save.

1. In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Notifications, then select Edit templates.
2. Choose the notification you want to change.
3. Select Email.
4. Edit Subject and Message.
5. Use Variables to insert supported values into Message. If you need a variable in Subject, type it exactly as shown in Variables.
6. Review Preview · sample patient data.
7. Select Save template.

After saving, the template applies to sends immediately. The channel shows as Customised.

How do I edit an SMS template?

SMS templates use Message and do not have a Subject. The preview shows the rendered message and can show an estimated character count and SMS segment count.

1. In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Notifications, then select Edit templates.
2. Choose the notification you want to change.
3. Select SMS.
4. Edit Message.
5. Add values from Variables if the message needs dynamic details.
6. Review Preview · sample patient data, including the character and segment estimate when shown.
7. Select Save template.

For patient texts, the segment estimate includes the “Reply STOP to opt out.” line that is appended to every patient SMS.

How do I use variables in a notification template?

Variables let one template fill in details at send time. Use only the variables shown under Variables for the selected template.

1. In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Notifications, then select Edit templates.
2. Choose the template you want to edit.
3. Place your cursor in Message where the value should appear.
4. Select a variable from Variables.
5. Check Preview · sample patient data to see how the message reads.
6. Select Save template when the preview looks right.

Variables render exactly as provided. If a value is missing when the notification sends, it becomes an empty string. Keep connecting words like “on” or “at” inside the value where possible, not around the variable in the template.

If you type a variable that the notification does not support, Ona shows an unknown variable message and Save template is disabled.

How do I discard unsaved template edits?

Use Revert when you have changed a template but do not want to save those edits.

1. In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Notifications, select Edit templates, and open the template with unsaved edits.
2. Select Revert.

The editor returns to the last saved version of that template.

How do I reset a notification template to the default wording?

Use Reset to default when you want to discard a saved custom template and return to Ona’s built-in copy for that notification and channel.

1. In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Notifications, select Edit templates, and open a template marked Customised.
2. Select Reset to default.
3. In the confirmation dialog, select Reset template.

Ona restores the built-in copy. Your customized text is discarded.

What can't I do here?

In Settings → Notifications (in the left sidebar, click Settings at the bottom, then under General, click Notifications), template editing has these limits:

• Staff and clinicians cannot manage notification templates from Settings.
• Message is required.
• Subject is available for Email templates only.
• Subject is limited to 200 characters.
• Message is limited to 5,000 characters.
• You cannot save a template that uses a variable not listed under Variables for that notification.
• Reset to default is available only after a template has been customized.

Common questions

What is the difference between Revert and Reset to default?

Revert drops unsaved changes and returns to the saved version. Reset to default removes the saved customization and restores Ona’s built-in wording.

Do templates autosave?

No. Select Save template to save your changes. Unsaved edits are kept while you switch between templates in the panel.

Why is Save template disabled?

Save template is disabled when Message is empty, the template is over a character limit, or the text contains an unknown variable.

Can I preview the exact patient message?

No. Preview · sample patient data uses sample patient and visit details, plus your organization name. It helps you check wording before saving, but it is not a specific patient’s live message.

Does editing a template turn the notification on or off?

No. Template editing changes the wording. In Settings → Notifications (in the left sidebar, click Settings at the bottom, then under General, click Notifications), use the notification toggles to control which automated notifications are sent.