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Communication Templates

The Communication Templates section enables users to define and manage automated email templates for key platform activities, such as approvals, rejections, and system-triggered alerts. These templates ensure consistent, professional, and personalised communication across your organisation.

Company > Communication Templates

Communication templates represent predefined email formats used for platform notifications—such as style approvals, order alerts, and rejection notices. Each template can be customised using dynamic fields (placeholders) that automatically insert context-specific information, such as a style number, agent name, or activity details.

By managing these centrally, teams can maintain brand consistency, streamline routine correspondence, and ensure that all stakeholders receive clear, accurate, and timely communications. The templates give you full control over email content and formatting whilst automating routine correspondence.

Quick Check - Before You Start
  • Confirm you can edit Site Settings › Company › Communication Templates.
  • Know which Select a field placeholders each template needs so subject and body stay valid after save.
  • After changes, send a real-world test message from the triggering workflow if your environment allows, so formatting and tokens behave as expected.

Managing Communication Templates

Add Communication Template

  1. Click the Add New button at the top left.
  2. Complete the required fields in the pop-up form, such as template name, subject line, and body content.
  3. Use the Select a field dropdown to insert dynamic placeholders where needed.
  4. Click Save to add the new template to the list.

Edit Communication Template

  1. Click the pen icon next to the template you'd like to modify.
  2. Update the Subject and Body fields as required.
  3. Use the Select a field dropdown to insert or adjust dynamic placeholders in your text.
  4. Click Save to apply your changes.

Delete Communication Template

  • Single delete: Click the trashcan icon next to a template and confirm the deletion.
  • Bulk delete: Use checkboxes to select multiple templates, then click the main delete icon that appears and confirm deletion.

Table Flexibility

Users can tailor the table layout using the following controls:

Feature Description
Sort by Ascending or Descending Reorder templates by clicking on any column header.
Pin Column Lock important columns in place whilst scrolling.
Autosize This Column Automatically resize the specific column to fit its content.
Autosize All Columns Applies autosizing on all columns.
Choose Columns Show or hide individual table columns.
Reset Columns Return the table to the default configuration.

Customisable Table

Tip

  • Maintain brand consistency by keeping tone and formatting aligned across all templates to reinforce your organisation's identity in every communication.
  • Leverage dynamic fields to personalise emails and provide relevant, context-specific information automatically.
  • Test your templates before deploying changes—send test emails to ensure formatting appears as expected and all dynamic fields populate correctly.
  • Use the History export for periodic audits of template changes to support compliance and accountability.
  • Document the purpose of each template to help team members understand when and how each is used across the platform.

Troubleshooting

Why is a dynamic field empty in the sent email?

The placeholder only resolves when the triggering record actually contains that data.

Steps to resolve:

  1. Re-open the template and confirm the Select a field token matches the workflow (style vs order vs approval).
  2. Check a sample record in the app for missing values on the fields the token references.
  3. Adjust wording to allow optional clauses, or make the field mandatory upstream, depending on your process.
Why did my subject line not update after I saved?

Cached drafts or an unsaved pop-up can leave the old subject in place.

Steps to resolve:

  1. Click the pen icon again and verify Subject and Body before Save.
  2. Trigger a fresh notification from a test record rather than resending an old queued message, if applicable.
How do I recover a deleted template?

Deletion is permanent in the template list; prevention and audit exports are your safeguards.

Steps to resolve:

  1. Use History (when available in your build) or internal change records to retrieve prior text.
  2. Recreate the template via Add New and paste recovered content.
  3. Keep an .xlsx or document backup before bulk deletes.