Email Templates
Creating and managing email templates with dynamic variables and design options
Every email ServiceCortex sends on your behalf is rendered from a template. The template system supports 22 template types covering proposals, invoices, appointments, signatures, portal access, and general messages. Each template can be customised per account or left as the system default.
How templates work
Templates use a layered resolution system:
- Account-specific override -- if you have customised a template, your version is used.
- System default -- if no customisation exists, the built-in default template is used.
This means your account works out of the box with sensible defaults, and you can selectively override only the templates you want to change.
Template types
Templates are grouped by the type of communication they support:
| Category | Template Types |
|---|---|
| Proposals | Proposal Sent, Proposal Accepted, Proposal Follow-up, Proposal Rejected |
| Invoices | Invoice Sent, Invoice Reminder, Invoice Overdue, Invoice Paid |
| Appointments | Appointment Scheduled, Appointment Reminder, Appointment Confirmed, Appointment Cancelled, Appointment Reserved |
| Signatures | Signature Request, Signature Completed, Signature Reminder |
| Portal | Portal Access, Portal No Content |
| Messages | General Message, Reply Message |
| Journeys | Journey Custom (used by the Journey Builder for custom email steps) |
Each type has exactly one template per account. You cannot create multiple templates for the same type.
Editing a template
- Navigate to Settings > Communications > Email Templates.
- Select the template type you want to customise.
- Edit the following fields:
| Field | Description |
|---|---|
| Name | Display name shown in the template list |
| Design | Layout style: Minimal, Standard, or Detailed |
| Subject | Email subject line (supports {{variables}}) |
| Preheader | Preview text shown in the inbox before opening |
| Body | Main email content in Markdown with {{variables}} |
| CTA Button Text | Optional call-to-action button label |
| CTA Button URL | Button destination (supports {{variables}}) |
| Detail Rows | Key-value pairs displayed in a structured table (e.g., Invoice #, Amount Due) |
| Accent Color | Override the default brand color for this template |
- Click Save to create your account-specific version.
Design options
Each template can use one of three design layouts:
- Minimal -- clean, text-focused layout with minimal branding. Good for transactional messages.
- Standard -- balanced layout with logo, brand color accents, and a clear content hierarchy. The default for most templates.
- Detailed -- rich layout with a hero section and multiple content blocks. Suited for marketing-style communications.
All three designs are responsive and render well on desktop and mobile email clients.
Template variables
Templates support {{variable}} placeholders that are replaced with real data when the email is sent. Each template type has its own set of available variables.
To view available variables for a template:
- Open the template editor.
- Click View Variables to see the full list grouped by category (e.g., Client, Company, Invoice).
Each variable includes:
- Variable name -- the placeholder to use in your template (e.g.,
{{clientFirstName}}) - Label -- human-readable name (e.g., "Client First Name")
- Description -- what the variable resolves to
- Example value -- sample data for preview
Common variables available across most template types include company name, company email, company phone, and portal URL.
Previewing a template
Before saving, use the Preview feature to see how your template will look with sample data:
- Make your edits to the template fields.
- Click Preview.
- The system renders the template with example values so you can review the layout, variable substitution, and design.
You can also override specific fields in the preview without saving them permanently, which is useful for testing different subject lines or body copy.
Resetting to default
If you want to discard your customisations and revert to the system default:
- Open the template you want to reset.
- Click Reset to Default.
- Your account-specific template is deleted and the system default is used again.
Using templates in journeys
The Journey Custom template type is used by the Journey Builder when you add a "Send Email" step to an automation. Journey emails use the same template rendering engine, so they support all the same design options, variables, and preview capabilities.
See Triggers and Actions for details on configuring email steps in journeys.
What's next
- Configure your email settings including sender identity and rate limits.
- Set up automation workflows that send emails based on events.
- Manage your client portal where customers view past communications.