Mail templates
Overview
This holds every mail the system sends itself — from the invitation through the quote mail to notifications. Each template can be held per brand and per language, either in the visual editor or directly as HTML.
Four categories organise the set: Transactional (quotes, orders) · System notifications · Customer portal · Marketing.
Core tasks
Edit a template. The overview lists the available languages and the scope for each template. Clicking opens the editor with subject and body.
Understand the fallback principle. It is the heart of this page and saves most of the work:
| Case | What applies |
|---|---|
| Template without a brand | the cross-brand default template — applies to every brand |
| Template with a brand | the brand variant — applies only there and beats the default |
| Language not maintained | dispatch uses the available edition; the overview says so |
So you maintain one default template and create a brand variant only where the wording genuinely differs. Everything else follows automatically.
Create and undo a brand variant. Brand variant creates the differing edition. Delete variant withdraws it — after which the cross-brand default applies again. That is the clean way back when a special case has not proved itself.
Use placeholders. Texts contain placeholders that are filled at send time from brand, document and profile. The legal company name, for instance, comes from the brand — which is why it does not belong in the template as fixed text.
Fields in detail
| Field | Required | Values / format | What it does |
|---|---|---|---|
Key key | yes | an existing template key | Which occasion the template serves — invitation, document dispatch, dunning, appointment reminder. The system looks the template up by this key; a free name would not do. |
Name name | yes | text | What the template is called in the list. |
Category category | no | text | Grouping in the overview. |
Brand brandId | no | one of your brands | Which brand the template applies to. A brand-specific template beats the general one — so each brand writes in its own tone. |
Language versions variants | yes | subject and body per language | The actual text. The recipient gets their language; where it is missing the default language is used instead of an empty mail. |
Merge fields mergeFields | no | list of fields | Which details may be inserted. A placeholder without a value stays visible instead of vanishing quietly — so a mistake is noticed before the mail goes out. |
Default isDefault | no | yes/no | Which template is used when several exist for the same occasion. |
Active active | no | yes/no | Off means the template is not used. If no other exists for the occasion, the mail is not sent — the most common reason for "why do no confirmations arrive any more?". |
An edited template survives every update: the sync leaves changed versions alone.
Settings & permissions
- No route permission of its own. The page is reachable; changing is checked by the server.
- A template's brand cannot be changed after creation. To attach a template to a different
brand, create it there anew.
- What it is sent with lives elsewhere. This page governs the content; which account a mail
leaves through is set by the system mail accounts.
- Ticket and marketing dispatch are separate routes. Tickets use their support mailboxes,
marketing its own dispatch.
FAQ & troubleshooting
My change has no effect for one brand. Then a brand variant exists for that brand and beats the default. Change the variant — or delete it if it is no longer needed.
A customer receives the mail in the wrong language. The language comes from the recipient, not from you — see the Language field on the contact. If no edition exists in their language, the available one is used.
A placeholder stays empty. Then the value is missing at source — the legal name on the brand, say, or the signature in the profile.
The template looks good in the editor but not in the mailbox. Mail clients render HTML differently. Check with a test send before a template goes into regular use.