You can create an Email, SMS or Letter template in the Web Portal > Settings cog > Email and SMS > Templates.
Templates can be used in the CRM through the Web Portal and the app to send communication directly to a contact. They can be used to save time creating Job Type Templates and can be used when communication with contacts through the app.
Templates can use placeholder information (ctrl + space, to access available placeholders) to pre populate fields in your template to help personalize communication.
Placeholder information that is available will depend on where you are sending the communication from. For example an email to a customer through the CRM can only contain customer information and your company information whereas a email template used through a Job Type can use job information placeholders as the communication will be connected to the job and can pull that type of data data.