Creating an E-mail Template

Owned by Angus Mundin (Unlicensed)
Last updated: Aug 29, 2023
5 min read

Introduction

This article will guide you through setting up and maintaining your
e-mail templates with your CRM.

The CRM’s flexible template system will allow you and your team to effectively communicate with your clients, removing the need to reproduce content and minimise errors. Pre-fill customer and case information using mergefields.

 

Finding your Email templates

System Settings >> Email Templates

If you can’t see ‘Email Templates’ in your System Settings, you will need to enable this permission:

  • Can Maintain Email Templates

(System Settings >> User Permission Groups & Set Permissions >> Edit)

Click to Expand Image

 

 

 

Creating a new e-mail template

Create a new email template by clicking on the Add New Email Template button located on the Email Template List page.

 

This will bring you to the Edit Email Template page where you will have access to a variety of controls that allow you to customise your email template. 

 

 

Controls Breakdown

Note: Images & Email

Important to note that you cannot copy and paste images into the email body. Any images must first be uploaded to the ‘Document Library’. See below for more information.

  • Default Sender: Determines who the default sender of the email is. You can select The Logged In User, The Case Adviser, The Case Administrator or a Specific User. 

  • Name: Name of the template. This is the name that will appear on the email template list and when you are selecting the template when composing an email. 

  • Stages: Choose whether you wish the email template to generate automatically when a case enters a specific stage.

  • Recipient: Use this if you would like to issue the email template to a specified recipient. Such as Applicants, Internal Users on the Product (eg. Advisor, Administrator), Participants, Lender.

  • Ticklist Trigger: Choose whether you wish the email template to send when a tick list item's details change

  • Subject: Use this is you wish to have a standard Subject header for your template. 

  • Email Body: This is where you will format the content of your email. There are a variety of tools available to format and style your email to your liking.

  • Save Email Template: It's important to use the Save Email Template when you want to keep any changes you have made to your template. Closing the window without using the save button will result in the loss of any changes you have made. 

  • Cancel:This button will cause you to leave the Edit Email Template page, discarding any changes you have made.

  • Delete Email Template: Use this button to delete your email template from eKeeper.

 

 

 

 

 

 

Document Library - Add Images & Default Attachments

System Settings >> Document Library

Enable ‘Document Library’ permissions (System Settings >> User Permission Groups & Set Permissions >> Edit)

 

In order to add images to an email template the system needs a permanent reference to the image. You can also have default attachments which are part of the email templates (eg. a privacy/GDPR policy, a form, an information pack, etc…)

Adding Merge Fields

Merge Fields are a valuable part of the CRM's template system. Whilst Templates can save time, they can be generic. Merge fields allow you to personalise your templates with application specific information, whilst saving time from manual input and error checking. 

How Mergefields Appear

When drafting your template in the editor, merge fields appear as placeholder text in-between chevrons, e.g. <<ApplicantAddress>>.

When a template is generated, the CRM will read the merge field and input the information required, e.g. 17 Street Name.. etc. 

How to Select Mergefields

The control panel to the right of the editor allows you to search and add merge fields. The panel is divided in to sections such as Mortgage Details and Applicant Details to allow for easy searching.  

Clicking on the Add link, will add the merge field to your template. To move the merge field to a desired position in your template simply cut and paste. 

To remove a merge field from your template, simply delete the merge field, including the chevrons (<< >>).

Once you are satisfied with your template, click on the Save Email Template button. 

It is important to note that merge fields only function when they are in-between the chevrons, e.g. <<mergeField>>. When moving the merge field in your template, you must include the chevrons when copying and pasting.

 

 

 

 

 

Frequently Asked Questions (FAQ)

 

 

  • Can I add attachments to my email template?

    • Yes. Ensure the file has been added to your document library and use the Select Files from your 'Document Library'.

  • I've added a merge field but it's showing as blank when I generate the email?

    • The merge field is working correctly but that specific information does not exist. e.g. <<App1MobilePhone>> has been added but showing blank, this means there is no mobile phone number data on the application to pull from. 

  • The spacing between lines on the generated email is too large?

    • To resolve this, remove the line in the editor. It may appear like there is no line space, but when the template is generated, it will have 1 line space. 

  • The images in my Email signature are not displaying?

    • Be sure to add the image to your Document Library before adding to your signature.