Templates & projects

Templates define the standardised ways your team runs recurring customer work.

Templates & projects

Where to find it: Settings → Templates Who can access it: Admins only

Templates define the standardised ways your team runs recurring customer work. Build a template once, apply it to any customer, and every project starts from the same consistent structure.

There are three template types: Project templates, Task templates, and Messaging templates.

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Project templates

Project templates are the most used template type. They define the full structure of a recurring customer project — the tasks involved, the timeline, and how the project behaves once it's running.

What a project template contains:

Tasks — each task in the project, with a name, optional description, and snooze days (how many days after the project starts before the task becomes active).

Due date — how many days the overall project should take to complete. This sets the deadline when the template is applied to a customer.

Automations — triggers that fire based on project activity. For example: when all tasks in this project are completed, automatically launch the next project template. Used to chain onboarding into adoption into renewal without manual intervention.

Shared Space — project templates can include Shared Space content, so when the project is applied to a customer their Shared Space is automatically populated with the relevant materials.

Common project templates:

• Onboarding — the sequence of steps from signed contract to live customer

• Business Review — the preparation and follow-up tasks around a QBR

• Renewal — the outreach and negotiation steps ahead of renewal date

• Offboarding — the structured wind-down for a churning customer

• Upgrade — the steps for moving a customer to a higher tier

To create a project template: Go to Settings → Templates → Project templates. Click Create template, give it a name, add tasks with snooze days, set a due date, and configure any automations or Shared Space content.

Applying a project template to a customer: Open the customer profile, go to the Ongoing section, and select New project. Choose a template from the list. The project is created immediately with all tasks and the due date calculated from today.

Project templates can also be triggered automatically via automations — for example, launching an onboarding project the moment a new customer is created.

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Task templates

Task templates define reusable individual tasks — not full projects, but single assignments your team runs repeatedly.

Common uses: sales handover tasks, annual Business Review prep, recurring check-in meeting notes. Any task your team creates more than once is a candidate for a task template.

To create a task template: Go to Settings → Templates → Task templates. Build the task structure once and save it.

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Messaging templates

Messaging templates are saved message drafts your team can send from within Startdeliver — welcome emails, kick-off messages, meeting requests, and any communication you send repeatedly.

Saving a message as a template means your team isn't writing the same email from scratch every time. It also keeps communication consistent across CSMs.

Use messaging templates when sending from a customer profile or through an automation. → Email

To create a messaging template: Go to Settings → Templates → Messaging templates. Write the message, give it a name, and save. It will be available to all team members when composing messages from a customer profile.

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