Creating email templates is a valuable practice. It helps streamline communication, reduce manual drafting, and ensure timely responses for bookings, payments, reminders, and updates. By preparing templates for key touchpoints, you improve consistency and save time across your operations.
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To manage the Email Templates go to Settings > Emails, Sms & Wordings
Then navigate to Email in the left side menu.
To manage the Automated Email configurations go to Settings > Emails, Sms & Wordings
| Note: When setting up Emails, each template and its settings are tied to a specific subject area - Category. For example, Booking templates apply only to bookings, and Invoicing templates apply only to invoices. If you're working with invoices, Booking-related email templates won’t be available for selection. |
Creating A Template
Email templates are grouped by category under separate tabs for easy access. Each template includes pre-filled example wording that can be tailored to meet your specific requirements.
To read about the different types of templates available view the links below for each category.
- Booking Templates - Using Booking & Booking Group Email Templates
- Booking Groups - Using Booking & Booking Group Email Templates
- Order Templates - Using Order & Purchase Order Email Templates
- Purchase Templates - Using Order & Purchase Order Email Templates
- Pet Templates - Using Pet, Customer & Booking Postcard Email Templates
- Customer Templates - Using Pet, Customer & Booking Postcard Email Templates
- Invoice Templates - Using Invoice & Package Email Templates
- Package Templates - Using Invoice & Package Email Templates
- Booking Postcard Templates - Using Pet, Customer & Booking Postcard Email Templates
To tailor the wording click on the GREEN Edit button on the right, this will open up the Body of the Email.
Title - Displays the name of the chosen template. This field is fixed and cannot be edited.
Subject - Displays the email’s subject line, which appears in the recipient’s inbox.
Documents - Displays any Documents that are attached, Here you can also attach your own uploaded documents, allowing for customised content to be included.
The following options shown are template-specific. Some templates may not support all available settings.
By ticking the checkbox you can choose to attach relevant documents by default
Send Automatically - Tick this box to enable automatic sending of the email. (Same as seen in the section Automation.)
Exclude Area Types - Enables you the option to exclude Area Types i.e. Daycare or Grooming.
Exclude Locations - Enables you to prevent the selected template from applying to specified locations.
Each email template has a tool bar with the same features and functions as word documents including Place Holder Fields. {}
Place Holders - The placeholder functions as a dynamic merge field, retrieving data from the source and replacing itself with the corresponding values. The options are tailored by category—for instance, booking templates will display booking-specific fields for you to insert.
Your Business Details and Logo are preloaded into the system and can be merged into Place Holder fields.
Example - Business details and logo Place Holders.
Example - Booking related information Place Holders.
You can reposition the Place Holder fields { } to suit your preferred wording throughout the Email Message. There's no need to type over them.
If needed, you can insert additional Place Holders by clicking on the one you'd like to add—it will be placed directly into your sentence.
If you offer multiple services—such as Grooming, Daycare, or operate across multiple sites—you can tailor your templates using the 'Blocks' settings. The template content will display only when the selected filters match, allowing you to maintain a single template with service-specific wording.
Block Setting.
Filters - These options will vary depending on the category the template is related to.
Location - For multi-site users, select the relevant location if the template content should vary by site.
Area - Select the service type—such as Grooming or Daycare—if you need the template to vary by service.
Animal Type - Select the relevant pet type if the template content should differ based on the animal
Taxi Pickup/Dropoff - Enables you to customize the template wording specifically for customers using the taxi services. Having separate blocks for bookings that are using the taxi service.
Use the button bottom right to open an additional settings panel and blank email body, to configure the wording and apply filters for a new message relating to a different service..
You can create a number of different email messages under the one template by adding multiple Blocks.
Once edited press the button.
Creating a Custom Template.
Within certain Categories, you can create additional templates with custom wording using the relevant Place Holder fields. However, filtering options are limited, and automation is not available—you’ll need to select and send these templates manually.
To create a Custom Template navigate to the tab for the relevant Category and select . You will need to assign a title and subject relevant to its intended purpose.
The email message will be blank for you to add your customer wording.
Once edited press the button.
For More Information
On how to set up automated emails view - Automated Email Settings
On uploading customised documents view - Documents - Adding to the System
On sending email templates manually view - Sending Email Templates Manually
On how to send a personalised email view - Sending Personalised Emails & Postcards Manually (Not Templates)
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