Using Tokens and Templates in Messages
Insert merge tokens like {insured_name} and {claim_number} into general messages, and save reusable templates for common sends.
Why this matters
You write the same five emails over and over. "Following up on the inspection for [insured name], claim [number]..." "Per our conversation about [property address]..." Every time, you stop and look up the data on the file, then paste it into the message. Eventually you copy yesterday's email and forget to change one of the names, and the wrong adjuster gets the wrong file.
Tokens let you write the email once with placeholders. The next time you send it, the placeholders fill in with the correct data from whichever file you are on. Save the message as a template and now you have a one-click message that personalizes itself per file and per recipient. Multiply that across the dozens of routine sends you make in a month and you save real time.
The token system is also how you avoid the copy-paste mistakes that cost relationships. The data comes from the file you are on, so the insured name in the email always matches the insured name on the case. No more sending Mrs. Garcia's update to Mr. Jensen.
Every general message you compose from an appraisal can include merge tokens — placeholders like {insured_name} or {claim_number} that AwardLettr replaces with real data from the appraisal right before the email goes out. Tokens work inside both the subject and the body, and they resolve per recipient so {recipient_first_name} is personalized for each person you send to.
Inserting a Token
There are two ways to insert a token while composing a message:
- Type an opening brace ({) anywhere in the subject or body and pick from the autocomplete popup.
- Click the "Insert token" button in the editor toolbar and pick from the dropdown.
Tokens render as visual chips inside the editor so you can see at a glance where they live. In the live preview panel you will see them replaced with actual values from the current appraisal.
Available Tokens
| Category | Token | What it becomes |
|---|---|---|
| Recipient | {recipient_first_name} | First word of the recipient name |
| Appraisal | {claim_number} | Carrier claim number |
| Appraisal | {policy_number} | Insurance policy number |
| Appraisal | {insured_name} | Full name of the insured party |
| Appraisal | {property_address} | Full property address |
| Appraisal | {date_of_loss} | Date of loss |
| Appraisal | {status} | Current appraisal status |
| Appraisal | {inspection_date} | Scheduled or completed inspection date |
| Appraisal | {carrier_appraiser_name} | Carrier-side appraiser name |
| Appraisal | {insured_appraiser_name} | Insured-side appraiser name |
| Appraisal | {umpire_name} | Umpire name (if utilized) |
| Sender | {sender_name} | Your display name |
| Sender | {sender_title} | Your job title |
| Sender | {sender_email} | Your account email |
| Sender | {sender_phone} | Your phone number |
| Sender | {company_name} | Your business profile company name |
Missing data
Live Preview
While you compose, the right-hand preview panel shows exactly what the first selected recipient will see. Switch recipients and the preview updates. On mobile, the split view collapses into an Edit/Preview tab toggle above the editor.
Message Templates
If you find yourself sending the same message over and over, save it as a template. Templates live at the workspace level — any member of your firm can pick from the library when composing.
Option 1 — Save while sending
At the bottom of the compose dialog, check "Save as template", give it a name, then send the message. The template is created automatically after the send succeeds.
Option 2 — Manage the library directly
Go to Settings → Account → Workflow → Messages. The "Message Templates" card at the bottom has full create, edit, and delete controls.
Using a template
In the compose dialog, click "Use template" in the top right and pick one. The subject and body fields populate with the template content, and you can edit anything before sending.
Tokens in templates
Multi-recipient Sends
When you send to more than one recipient, each copy is personalized independently. {recipient_first_name} picks up the correct first name for each person, while other tokens like {claim_number} are the same across all sends.