Pre-Built Templates

Engage ships with 19 Levy Recommended templates covering every common lifecycle moment. They are not loaded automatically - you seed them once from the Templates page, then clone individual templates into your own library to edit and ship.

How Templates Work

Templates are channel-specific. Each one has:

• A channel (email / sms / push)
• A locale (en / de / es / fr / pt)
• A payload (subject + body for email, text body for SMS, title + body for push)
• A base template ID linking to the Levy Recommended source if it was cloned

Variables resolve at send time. The CAN-SPAM footer is baked into every pre-built email payload.

The 19 Templates

Welcome Series (3 emails over 7 days)

The Welcome Series is the highest-leverage journey to enable first. Every new signup gets a polished onboarding sequence with zero ongoing work.

First Ride Congrats (push + email)

Sent immediately after a rider's first ride. Tone is celebratory and includes a "share your ride" social CTA.

Re-Engagement 30 / 60 / 90 days

The 90-day SMS is opt-in only and includes the required STOP keyword footer.

Low Balance Warning

Auto top-up riders are filtered out at journey entry to avoid the bad send.

Promo Code Blast

Generic promo template - swap the copy and code per campaign.

Post-Violation Educational Nudge

High-severity violations are excluded - those go through a separate operations workflow, not marketing.

Subscription Renewal Offer

Score-Tier-Up Congrats

Tier-down events do not fire a send - bad UX.

Force-End Apology

Includes an automatic $1 wallet credit applied at the same time the email goes out. The credit is recorded against the ride in ride_refunds.

Birthday / Anniversary

Localization

All pre-built templates have English copy out of the box. Engage falls back to English when a locale variant is missing. To add localized variants:

1. Clone the template into your library.
2. In the clone, change the locale (de, es, fr, or pt).
3. Translate the copy.
4. Save. The dispatcher will now route German-speaking riders to your de variant and everyone else to en.

The localized variant inherits its base_template_id from the Levy Recommended source, so updates to the source are tracked.

Variables Used in Pre-Built Templates

Every Levy Recommended template uses a consistent set of variables. If you write your own templates, follow this convention so you can swap in pre-built copy later.

Cloning a Template

1. Go to Engage > Templates > Levy Recommended.
2. Click any template.
3. Click Clone to my library.
4. The clone appears in the Yours tab. Edit subject, body, and variables.
5. Save.

The clone is independent - edits to the Levy Recommended source do not propagate.

Custom Templates From Scratch

Start a custom template via Engage > Templates > New Template. Channel and locale are required. The payload format is:

Email:

{
  "subject": "Your subject here",
  "from_name": "{{subaccount.brand_name}}",
  "body_html": "<html>...</html>",
  "body_text": "Plain text fallback"
}

SMS:

{
  "body": "Your message here. Reply STOP to unsubscribe."
}

Push:

{
  "title": "Title",
  "body": "Body",
  "data": { "deeplink": "/wallet" }
}

Seeding the Templates

If your Templates page shows an empty Levy Recommended tab, the seed has not been run.

1. Go to Engage > Templates.
2. If you have super-admin access, click Seed Levy Recommended Templates.
3. The seed is idempotent - running it again will not duplicate templates.

Operators on Pro and Enterprise plans get the seed automatically during initial setup. Contact support if your seed is missing.

Best Practices

• Always clone, never edit Levy Recommended directly. You cannot edit them - that protects you from losing copy in an update - but the clone path is fast.
• Localize incrementally. Start with English for everything, then add the language you have the most riders in.
• Re-clone if Levy updates a template. When Levy ships an improved Welcome Series, the original you cloned does not auto-update. Re-clone to pick up the new copy, then merge your customizations.
• Keep the legal address and unsubscribe variable in the footer. Templates that strip them will fail CAN-SPAM validation at publish time.

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