Communication Templates let you write a message once — for an incident being created, resolved, breaching SLA, and similar common moments — and have PulseServe send it automatically instead of composing the same update from scratch every time.
Building a template
Click + New Template, pick a name and which event it's for, choose a channel (email, Slack, or SMS), and write the body — for email, a subject field appears too. Click the provided variable buttons (like the ticket number or the caller's name) to insert them into the text so the same template fills in the right details every time. Preview renders it against sample data so you can see exactly what it'll look like before saving.
Example
An admin writes an SLA-breach email template with a professional, on-brand tone once, instead of leaving each agent to word a breach notification themselves. Previewing it against a sample ticket confirms the wording and placeholders look right before it's saved for the team to reuse.