Email Templates

Last Updated: Thu Jun 24 2021

Email Templates are configured in Setup / Extensibility / Templates / Email


Email templates are used to notify account contacts and users when system events such as dunning, billing and invoicing activities occur (e.g. an email sent when payment is overdue). Email templates can be configured with variables to provide dynamic data in email messages (e.g. a contact's name, account id, account balance, etc.).


Email Templates Panel

The Email Templates panel on the left of this screen allows you to select existing templates to view and edit on the Edit Email Template panel to the right. Actions are also available in this panel which are shown as icons above the Filter text box. The available actions are described below.




Deletes the email template (if not in use/configured on another entity)

Adds a new email template

Edit Email Template Panel

The information in this panel reflects the currently selected template. From here you can change the email template configuration (fields will display a red left border if a value is required and purple text if the field is read-only and cannot be modified).

Email Template Fields:

  • Name: a unique name for the email template

  • Active: enables or disables the email template. An inactive template will not be listed when configuring entities that can use the template

  • Template Type: sets where the template can be used (e.g. an email template set up as type 'Invoice' can be used when sending an invoice to an account billing contact). The available types are:

    • Dunning: this type of email template is selectable when configuring levels on a dunning rule. Dunning rule emails are sent to billing contacts on accounts based upon the a dunning level/state being reached (e.g. the need to email a billing contact to alert them that payment is overdue and/or that a late fee has been applied)

    • Invoice: this type is selectable on the invoice delivery screen when the 'Default Account Delivery Type' setting on that screen is set to 'Email'. The email template selected on the invoice delivery will determine the email message contents when an invoice attachment is sent to an account's billing contact

    • Event: email templates of this type are used to email users about system events. When selecting this option an additional 'Event' field will load letting you select the activity that will cause the email template to be used (e.g. an account status change)

  • Description: an optional description which can summarize what the email template contains and/or why it is sent

  • Locale: determines the currency symbol rendered in the email body when variables showing amount values are used in the body

  • Subject: the text that appears in the subject line of the email

  • From Name: the name that appears in the from field of the email

  • From Address: the email address that appears in the from email address field of the email

Body tab

The content of the email message. Based upon the template type certain variables will be available (e.g. account.balance).

References tab

This section displays where the selected email template is in use. By default the reference data is displayed in a summary format, however the Entity drop down field can be used to view the exact entities that the template is configured on.

Adding Email Templates

  1. Under the Email Templates heading on the left click the (emoji) icon

  2. Under the Add Email Template heading on the right specify the template details (see the Email Templates screen help article for descriptions of the available fields and options)

  3. Under the Body tab populate the message body with the desired text. Select from the Variables list to include variables in the message (e.g. {account.balance} )

  4. Click Save

Editing Email Templates

  1. Under the Email Templates heading on the left click the template you wish to edit

  2. Under the Edit Email Template heading on the right modify the template details (see the Email Templates screen help article for descriptions of the available fields and options)

  3. Click Save when you have finished making changes

Deleting Email Templates

Note: Email templates that are in use cannot be deleted. In order to delete an email template that is in use, first check the References tab to determine which entities are configured to use the template you wish to delete and change the entity to use another email template.

  1. Under the Email Templates heading on the left select the email template you wish to delete

  2. Under the same Email Templates heading click the (emoji) icon

  3. On the confirmation dialog that appears select Yes