CRM

Smart CRM & Sales Hub CRM
1

Hi,

I’m seeing what looks like a bug with CRM > Message Templates visibility.

  • Portal ID: 51022937
  • My user: Camila Guardiola (super admin, core seat)
  • Other users in this portal: core seats as well

Symptoms:

  • I can only see 3 Message Templates, all created by me.
  • My teammates can see many more templates, including each other’s.
  • I am the only one who cannot see the full list.
  • We verified sharing settings together; templates are shared as “Everyone” or include me.
  • They can see my templates; I cannot see theirs.
  • We’re all on similar seats, so this isn’t just the usual “first 5 templates” limit – if it were, they’d be limited the same way.

This feels like something is wrong specifically with my user or this portal’s handling of my access to Message Templates.

Can someone from HubSpot please check this on the backend or escalate to Support? Screenshots available if needed.

2

Hi @camilaguardiola,

The updated “rules” are as described here: Create and send message templates

Please note: to create and edit more than the first three templates, you must meet one of the following criteria:

Starting September 18th, 2024, the number of templates users can access will depend on the account creation date. Users who don’t have Sales access can create and edit the first three or five templates in the account.
Accounts created prior to September 18th 2024, can edit, access and use the first five templates in the account. For accounts created after September 18th, the limit is be three templates.If there are no documents in the account, the user can create and edit up to three or five templates in total, based on the account creation date.
You can view the total number of templates that have already been created in your account in the top right corner on the templates dashboard. Learn more about these limits in HubSpot’s Product & Services catalog.

The fact that you are seeing three templates suggests that you are core user in a Sales or Service Hub Professional or Enterprise account - which would explain why you’re not seeing more than 3 templates.

If you’re in a Sales or Service Hub Starter account or if you have an assigned Sales or Service Hub seat, you’d experiencing something different than the documentation - and I’d recommend reaching out to HubSpot support in-app directly via chat or email.

Best regards