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Working with email templates
Working with email templates

Information on configuring and using email templates

Written by Raymond Carrel
Updated over a week ago

Email templates can be created for the following types of correspondence:

  • General

  • Sales Order

  • Lead

  • Customer

  • Case

  • Quotation

  • Appointment

  • Purchase Order

  • Invoice

  • Opportunity

Benefits include:

  • Quicker generation of emails

  • Consistency of content and branding

  • Reduced chance of error

  • Ensure that important information is included

Accessing email templates

Email templates can be configured from Settings - Mail Templates.

Existing templates are listed here. They can be edited by clicking on the name, or removed by clicking the X at the end of the row.

Email parameters / snippets

An email parameter is a placeholder for a piece of data in The Layer. These are sometimes called snippets. For example, the string $$case_owner$$ can be added to a case email template to show the case owner for the case in question.

The parameters available for each template type are shown during creation and editing of a template. This lets you copy and paste the ones you need, or add them from a dropdown.

Example view of a template editor with the relevant snippets below:

Creating an email template

Select New Email Template from the left-side menu. The fields are as follows:

  • Title: The title of your email template - this is internal and will be used when you are assigning a template to a particular action.

  • Template Type: A template will be of General type by default. If you are designing a template for a particular function, you can choose a specific record typem, such as Appointment, Case, Customer, Lead, Quotation, Sales Order etc. Doing so will filter the suggested parameters to highlight those relevant to your selection.

    • Non-general templates will only be available to their assigned record type.

  • Subject: This will be the subject line of the email.

  • Body: This will form the email body.

  • Email Template: Ticking this option will ensure that this is available from the drop down list within an email dialogue. Generally you should enable this.

  • Campaign Template: This will allow users who create email campaigns to use these templates. This will be useful for marketing-related communications.

Below this, the relevant parameters for your template type are shown. These will also be populated in the Insert HTML dropdown.

Here is an example of an Appointment Confirmation email template:

After you Save your template, you will be able to access the Attachments and Appointment Status tabs.


Files that have been uploaded to The Layer can be added as attachments to a template.

Uploading files

Files can be uploaded from the File Manager, accessed by clicking the Files link in the top-right global menu.

Ensure that your file has the Public and Info options enabled so that they will be accessible to your template, and visible to customers when they receive the email.

Attaching a file to the template

Click on the Add Attachment button on the Attachments tab, and select your file from the menu.

Testing your template

The best way to test your template is to open your training customer record, and trigger the scenario that prompts the email to be sent.

  1. Enter your own email as the recipient

  2. Select the template name from the list

  3. Check that your attachments are present

  4. Send the email and verify the results

Editing tools

The template editor provides the following options:

  • Font formatting and size

  • Unordered lists

  • Images in body

  • Hyperlinks

  • HTML editor

  • Insert HTML - this details available parameters / snippets

Assigning default templates based on event or status

The Settings zone allows users to assign default templates to specific events or statuses. These vary depending on the record type that the status or event belongs to.

The links within Settings are:

  • Mail Templates - Case Statuses

  • Notification Scheme Email Templates

  • Sales Order Status Email Templates

  • Quotation Authorisation Email Templates

Example - Sales Order Status Email Template options:

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