Message Template Management System

The message system was developed and designed from scratch in order to optimize communication management by enabling operators to create and manage customizable templates for client messaging. It facilitates creating, editing, and sending messages using various communication channels, specifically email, through templates enriched with dynamic variables.

The system’s flexibility supports the configuration of categories, reasons, translations, and templates, making it suitable for a variety of business applications, including customer service, order management, and logistics.

• Template Management: Enables the creation, categorization, and modification of message templates for multiple channels (email, SMS)
• Dynamic Template Customization: Allows creation of reusable templates with configurable variables (e.g., customer name, order details) for tailored communication, supporting regional and client-specific variations
• Multilingual Support: Facilitates translation management for global content delivery, automating integration based on user location or preferences.
• Secure and Scalable Channels: Uses secure private endpoints, integrates with managed identity systems, ensuring data security & least-privilege access.
• Message Sending API: Provides a secure API for sending messages based on input parameters. It validates incoming parameters, auto-selects the template, substitutes dynamic variables, generates the message, and delivers it via the specified channel.

When building a system that enhances customer communication, it was essential to consider several critical factors to ensure its success in various contexts. Key considerations included scalability, localization, operational efficiency and the ability to customize for diverse needs.

• Template Management: Fiege’s communication relied heavily on templates, and managing them with various configurable parameters was a critical part of the solution. The challenge was to build a template system that allowed users to create, manage, edit, and test templates without complex versioning or content changes.
• High Volume of Messages: Fiege handles thousands of messages daily across multiple channels, which required a system capable of handling large amounts of data while ensuring timely message delivery.
• Localization: The challenge was to create a flexible template system that could support country-specific templates and translations, without adding complexity to the MVP phase, ensuring ease of use and scalability for future internationalization
• Operational Efficiency: It was enhanced through automation, reducing manual errors and ensuring consistent, high-quality messaging. This streamlines workflows and saves valuable time.

Our team built a messaging system that supports multilanguage templates and has a unified template layout approach, ensuring that a single base layout could accommodate multiple translations dynamically without duplicating efforts.

Implementation included: single base template with modular content blocks for translations and regional styles, dynamic styled content injection for messages adaptation by language and location, scalable architecture for future expansion to SMS and messenger-based notifications. For message delivery, we integrated SMTP and Azure Communication Services (ACS) to ensure reliability and scalability:

• SMTP: Ensures compatibility with traditional email infrastructure
• ACS: Provides a cloud-native, scalable solution for high-volume messaging
• Microservices architecture: Designed for future expansion to SMS and messenger-based notifications.