Email Templates

Customize your email text to add a personal touch and maintain high-quality communication with clients.

Important: This article is for educational purposes only and your setup may differ. We don’t offer support for custom code or website implementation, but if you need extra help, we recommend reaching out to a professional.

Customize Email Templates

When making edits, be sure to keep your changes within the appropriate HTML tags. This helps ensure everything displays correctly on the page.

To customize email templates:

1. Open the platform.
2. Click Settings.
3. Click Email Templates.
4. Click the Appointments dropdown menu.
5. Select a template category.
6. Select a template to customize.
7. Edit the template details.
8. Optional: Click Preview to view the template.
9. Click Save.

Tip: You can click Reset to Default at any time to restore the original template text.

General Placeholders

Placeholder	Description
{{message.text}}	Shows the message from the client’s initial inquiry or most recent communication
{{engagement.title}}	The engagement title
{{pivot.messages_auto_response}}	Shows the Messages & Documents Auto-reply
{{pivot.meetings_auto_response}}	Shows the Thank you message for appointment requests
{{pivot.owning_brand_name}}	Shows the platform or White Label brand name
{{staff.contact_name}}	Company name
{{staff.full_name}}	Staff member's full name
{{staff.first_name}}	Staff member's first name
{{staff.email}}	Staff member's email address
{{staff.signature}}	Staff member's email signature.  The staff member's signature is automatically included in the {%layout%} attribute of all email templates.
{{client.first_name}}	Client's first name
{{client.last_name}}	Client's last name
{{client.full_name}}	Client's full name

Appointment Placeholders

Placeholder	Description
{{appointment.title}}	The engagement title
{{appointment.service_name}}	The name of the service Only applies to existing services, not custom appointments.
{{appointment.location}}	Appointment location After scheduling, the placeholder shows meeting instructions. If not scheduled, it displays a short text with the appointment type.
{{appointment.agenda}}	Appointment notes Text entered by the client during scheduling or by the staff member if they invited the client.
{{appointment.price}}	Price of the appointment
{{appointment.start_time}}	Appointment start time  Shows in emails once the appointment is confirmed.
{{appointment.duration}}	Appointment duration
{{appointment.event_where}}	Appointment type
{{appointment.interaction_details}}	Appointment details
{{appointment.time_zone}}	Client’s or business’s time zone.
{{appointment.was_accepted?}}	Appointment status True or False based on whether the appointment is accepted or not.
{{appointment.not_paid_yet?}}	Appointment payment status True if upfront payment is required and the client hasn’t paid yet.  False if no upfront payment is required or if the client has already paid.
{{appointment.meetings_auto_response}}	Shows the Booking request auto-reply

Group Event Placeholders

Placeholder	Description
{{event.title}}	Event name
{{event.display_time}}	Event date and time
{{event.start_time}}	Event start time

Message Placeholders

Placeholder	Description
{{engagement.assigner_name}}	Reassigned staff member's name

Document Placeholders

Placeholder	Description
{{document.name}}	Document name in the Document received notification email
{{document.size_in_kb}}	Document size in the Document received notification email
{{document.notes}}	Notes added by the client or business in the Share Document form submission
{{document.description}}	Description added by the business to the shared document
{{title}}	Title given by the business to the shared document If no title is provided, the original filename will be displayed by default.

Payment Placeholders

Placeholder	Description
{{invoice.amount_text}}	Invoice amount
{{invoice.invoice_number_text}}	Invoice number
{{invoice.notes}}	Notes added by the staff member when the invoice was issued
{{invoice.online_payment}}	Shows the Online Payment status True if the staff member selected within the invoice to allow online payment.  False if the staff member didn't select the option to allow online payment within the invoice.
{{invoice.issued_at}}	The date the invoice was issued
{{invoice.due_date}}	Invoice payment due date
{{invoice.paid_at}}	The date the invoice was paid
{{payment.paid_for}}	The service name as entered by the client during payment or set by the business
{{payment.amount_text}}	Amount paid
{{payment.notes}}	Notes added by the client during payment
{{payment.paid_at}}	The date the payment was completed

HTML Formatting Tips

Use these simple HTML tags to customize the text in your email templates:

• <br> – Adds a line break (moves the next text to a new line).
• <b>Your text here</b> – Makes the text bold.
• <u>Your text here</u> – Underlines the text.

Disabling Templates

Templates are enabled by default. 

To disable templates:

1. Open the platform.
2. Click Settings.
3. Click Email Templates.
4. Select a template.
5. Uncheck the Send this email box.
6. Click Save.

Best Practices for Engaging Emails

Make your emails more engaging with these quick tips:

• Match the tone: Use a casual voice for returning clients, and a more formal tone for new contacts.
• Stay on brand: Keep your message aligned with your business’s style and personality.
• Put the client first: Focus on what matters to them—highlight relevant offers or solutions, and include a personalized call to action.
• Be human: Write naturally, use real examples, and mention their business or a recent interaction to show you care.

Related to

• email
• clients