Templates & Messaging
Templates are the foundation of CommHero. Build clear, compliant, pre-approved messages once—then reuse them across incidents forever.
Why Templates Matter
Templates remove improvisation from incident communication. No more duplicate messages, brand inconsistency, or legal/compliance issues. Everyone sends the same approved message automatically.
What is a Template?
A template is a pre-written, pre-approved message that you can reuse across multiple incidents. Templates contain:
- ✓Messaging — The actual text/content sent to users
- ✓Channels — Where it goes (Slack, Teams, Email, SMS)
- ✓Variables — Placeholders for dynamic content (severity, ETA, etc.)
- ✓Approvals — Optionally require approval before sending
Core Template Types
Initial Notification
Sent immediately when an incident is detected. Should be brief, clear, and include severity + ETA.
We're investigating a {incident_severity} issue affecting {affected_systems}.
ETA: {eta_resolution}
Status Update
Sent as the situation evolves. Reassures stakeholders and provides context updates.
Current Status: {status}
Latest: {update_description}
New ETA: {new_eta}
Resolution
Sent when the incident is resolved. Confirms fix, thanks team, provides post-incident info.
The issue has been resolved as of {resolution_time}.
Root Cause: {root_cause}
Next Steps: Postmortem scheduled for {postmortem_date}
Scheduled Maintenance
Pre-announced maintenance notifications. Can be scheduled to send automatically 48hrs, 24hrs, 1hr before, and after completion.
Our database will undergo maintenance on {maintenance_date}
from {start_time} to {end_time} UTC.
During this time, the service will be unavailable.
Multi-Audience Messaging
One incident, multiple messages. Use different templates for different audiences:
Internal Teams
Content: Technical details, root cause, debugging steps
Channel: Slack, internal email
Tone: Technical, detailed, action-oriented
Customers
Content: Business impact, ETA, workarounds
Channel: Email, SMS, status page
Tone: Empathetic, clear, reassuring
Stakeholders
Content: Business impact, financial implications, response plan
Channel: Email, Slack
Tone: Professional, concise, confident
Vendors
Content: Specific system impact, coordination needs
Channel: Email, phone
Tone: Professional, specific, action-focused
Best Practices for Templates
Keep Them Generic
Design templates for categories of incidents, not specific incidents. "API Outage Template" beats "Stripe API Down on Tuesday Feb 14 Template."
Use Clear Variables
Use descriptive variable names: {severity} is clear. {s}is not. This helps operators fill them in correctly during high-stress moments.
Get Legal Sign-Off
Before using a template with customers or stakeholders, have legal and compliance review it. This is the whole point—avoid revisiting this during an incident.
Version Control
(Business tier+) CommHero tracks template versions automatically. You can see what changed, when, and by whom. Roll back if needed.
Avoid Blame
Never include blame, sarcasm, or defensive language in templates. Focus on what's being done to fix it and when.
Approval Workflows
For sensitive communications, require approval before sending:
- 1.Mark template as requiring approval — This is usually used for customer-facing or executive messages.
- 2.Operator requests approval — When executing, they submit the message for review.
- 3.Approvers review & decide — Configured approvers get a notification and can approve/reject.
- 4.Send on approval — Once approved, the message sends automatically. Everything is logged for audit trails.
Use Approvals Strategically
Use approvals for critical customer messages or executive updates. Don't require approval for every internal Slack message—you need speed too.
Channel-Specific Tips
Slack
Use threading for updates. Include relevant emoji for quick scanning. Pin critical messages in channels.
Teams
Format with clear headers and action items. Use adaptive cards for rich formatting. @mention key stakeholders.
Use descriptive subjects. Keep paragraphs short. Include clear "what to do" instructions. Provide links to status page.
SMS
Keep it under 160 characters. Absolute essentials only. Link to status page for details.