Create, edit, and troubleshoot email templates used in automations.
⚠️ Important: Email templates are used only by automations. Chatbots do not send emails directly.
Access Email Templates
Go to Automations.
Click Email Templates.
Select the template you want to review or edit.
📌 Note: Changes apply immediately to any automation using the template.
Understand Email Template Types
Email templates support two formats.
Rich Text Templates
Rich text templates allow basic formatting.
You can:
Change font style and size.
Apply bold or colour formatting.
Insert links and merge tags.
📌 Note: Rich text templates are best for simple automation emails.
Template Builder (Drag-and-Drop)
The template builder supports structured layouts.
You can:
Add headers, images, and buttons.
Use content blocks and sections.
Apply more advanced visual layouts.
📌 Note: Availability depends on your subscription plan.
Edit Email Content
Open the email template.
Update the subject line.
Edit the email body content.
Save your changes.
📌 Note: Always review formatting after editing, especially when copying content from external tools.
Use Merge Tags Safely
Merge tags personalise automation emails using CRM data.
Insert merge tags only where data is guaranteed to exist.
Avoid tags linked to optional fields.
Save and test the template.
⚠️ Important: Emails fail if a merge tag references an empty CRM field.
Common Merge Tag Failure Examples
Merge tags often fail when referencing:
Record owner names.
Migrated CRM data with missing owners.
Optional contact or candidate fields.
📌 Note: These failures usually affect only some records, not the entire automation.
Update Fonts and Branding
You can adjust branding directly in the template.
Open the email template.
Update fonts, colours, or logos.
Remove images or headers if required.
Save the template.
📌 Note: Branding updates do not require engineering support.
Remove Logos or Images
Open the email template.
Select the image or logo block.
Delete the block.
Save the template.
📌 Note: This applies to both rich text and template builder layouts.
Identify Email Template Issues During Triage
When emails fail to send:
Open the automation Activity view.
Identify failed email actions.
Open the associated email template.
Review merge tags and formatting.
📌 Note: Email template issues are the most common automation failure cause.
Share the Correct Template Reference
When escalating issues to engineering:
Open the email template.
Copy the page URL.
Include the URL in the support ticket.
📌 Note: URLs allow engineers to access the exact template instantly.
💡 Best Practices
Keep automation emails simple and clean.
Avoid merge tags tied to optional fields.
Test templates with real CRM data.
Update branding directly instead of requesting engineering changes.
Always copy the template URL when escalating issues.
🤔 FAQs
Q1: Can I change fonts or remove logos myself?
Answer: Yes, email templates support font, colour, and image changes without engineering help.
Q2: Why do some automation emails fail but others succeed?
Answer: This usually happens when merge tags reference missing CRM data for specific records.
Q3: Do changes to templates affect running automations?
Answer: Yes, changes apply immediately to all automations using the template.