When you send an SMS message you can start from scratch or by selecting a template.
The list of available templates includes those of type SMS Text that are linked to the case's category.
The templates are created at the Document templates List.
Like other document templates, SMS Text templates can contain customised titles (A) and content including merge fields (B):
Like email templates they can also have a pre-defined, role-based recipient (C), including the person assigned to the case.
Cost required can be set in all document templates (D). When an SMS is created from such templates, the user is guided to enter a cost after sending the SMS. See Add cost to document for details.
Note that the maximum character limit for an SMS is 305. This includes any content added by its template. You will be warned if the template exceeds this limit.
For further information about document templates start at How document templates work.