Email Templates
Standardize customer and system email content.
Email templates control repeatable messages sent by the workspace.
Templates should make routine communication consistent while still sounding like your business. Review them before enabling customer-facing workflows.
Open Email Templates
- Open Templates.
- Go to Email templates.
- Select a category from the left side.
- Edit the subject and body.
- Save the template.
Email template categories can include invoice, estimate, appointment, leave, welcome, and password reset messages.
Work on one category at a time. Finance emails, scheduling emails, HR emails, and account emails usually need different wording and review owners.
Before editing, identify whether the template is sent to customers, employees, admins, or internal teammates. The audience determines how much context and support guidance the email needs.
Choose Review Owners
Assign review owners by category. Finance should review invoice and payment emails, operations should review booking and project messages, HR should review employee emails, and admins should review account access emails.
This prevents one team from accidentally changing language that another team depends on.
Use Variables
Variables insert record-specific details into the email. Common variables include:
{{name}}{{number}}{{amount}}{{link}}
Only use variables that are available for the selected template category. Send a test email when the message contains payment, signing, booking, or account access links.
Do not remove critical action links unless the workflow gives recipients another clear way to complete the action.
Treat variables as part of the delivery contract. A missing payment, signing, booking, or reset link can break the entire flow even if the email copy reads well.
Edit Carefully
Keep templates clear, direct, and aligned with the action the recipient needs to take. Test important emails before using them with customers.
Do not paste public links from a specific test record into a template. Use the provided variables so every sent email points to the correct invoice, estimate, document, booking, or account action.
Keep Workflow Sets Consistent
Review related emails together. For example, invoice sent, invoice reminder, payment received, and payment failed should use consistent tone, names, and instructions.
If one email sends people to a public page and another sends them to a support address, make sure that is intentional.
When a workflow includes reminders or failure emails, review those together with the original sent email. The recipient should see a consistent path from first notice to resolution.
What to Check Before Saving
- The subject tells the recipient what happened.
- The body explains the next action.
- Links and variables are still present.
- The tone matches your business.
- The template does not include old customer-specific text.
Troubleshooting
If a variable appears literally in an email, confirm it is supported for that template category and was typed exactly.
If recipients miss the next action, rewrite the subject and first sentence so the action is obvious.
If customers report broken links, test from the received email in a private browser window before editing template text. The issue may be the record link, public page status, or domain configuration.
Template Review Checklist
Before enabling a changed template:
- send or preview with a real test record
- confirm variables render values instead of raw placeholders
- open every public link in a private browser window
- check mobile readability
- keep support/reply instructions current
- reset or roll back if a critical action link was removed