Custom Email Templates allow you to create reusable email templates for manually sending emails through CRM. Use these for customer service replies, vendor communications, purchase order notifications, and any other manual email scenarios.
1Navigate to Marketing → E-Mail Templates
2Click the Custom E-Mail Template tab
3Scroll to Create New E-Mail Template section at the bottom
4Configure template settings:
- Template Name: Descriptive name for internal reference (e.g., "Customer - Order Status Reply", "Vendor - PO Communication")
- From: Email address that will appear as sender
- Subject: Default subject line (can include variables like {{Customer FirstName}} or {{Order Number}})
5Compose email body in the WYSIWYG editor:
- Use formatting toolbar for bold, italics, lists, links, images
- Insert variables for personalization (click variable list if available)
- Add your signature and contact information
6Click Add New to save the template
Template Naming Best Practices
Use descriptive names that indicate:
- Recipient type: "Customer -" or "Vendor -"
- Purpose: "Order Status Reply", "PO Confirmation", "Return Approved"
- Department: "Support -" or "Returns -" (if applicable)
Examples:
- "Customer - Order Status Inquiry Reply"
- "Vendor - Purchase Order Confirmation"
- "Vendor - Shipment Delay Notification"
- "Returns - Approval Email"
Sending Messages in CRM (Learn More)
1Open an order, purchase order, or customer record
2Click the New Task or Email button under the CRM tab
3Select your template from the dropdown menu
4The FROM address, subject, and message body automatically populate
5Edit the email as needed for this specific situation
6Click Send
Variables in Custom Templates (see full list below)
Common variables you can use:
- {{Customer FirstName}} / {{Customer LastName}}
- {{Customer Email}}
- {{Order Number}} / {{Order Date}}
- {{Store Name}}
Variable syntax: Always use double curly braces: {{Variable Name}}
Note: Available variables depend on the context (customer email, vendor email, order-related, etc.). Check the "Supported Variables" section when creating templates if available.
Available Variables
These variables can be used in your custom email templates. They will automatically populate with relevant data when the email is sent.
| Variable | Description | Example Use Case |
|---|---|---|
{{Customer FirstName}} |
Customer's first name | Personalized greeting |
{{Customer LastName}} |
Customer's last name | Formal communications |
{{Customer Email}} |
Customer's email address | Reply-to or reference |
{{Store Name}} |
Your store/company name | Branding, signatures |
{{Order Number}} |
Order reference number | Order-specific emails |
{{Order Date}} |
When order was placed | Order confirmations |
{{Order Status}} |
Current order status | Status updates |
{{Todays Date}} |
Current date | Email timestamps |
{{Message Center Admin Email}} |
Your support email | Contact information |
{{Order Alert Email}} |
Order notification email | Order-specific contact |
{{Order Confirmation Reply Email}} |
Reply-to email for orders | Customer replies |
💡 Storefront-Only Variables: The following variables only work if you have a customer-facing storefront configured:
-
{{Site Path}}- Your website URL -
{{Site Login Path}}- Customer login page URL -
{{Order Status Path}}- Order tracking page URL
✅ Email Template Best Practices
1. Use Table-Based Layouts
Email clients don't support modern CSS layouts (flexbox, grid). Always use nested tables for structure.
2. Inline All Styles
Don't use external stylesheets or <style> tags in the head.
Put all CSS directly in
style=""
attributes.
3. Set Maximum Width
Keep your main content table at 600px width for optimal display across email clients and mobile devices.
4. Use Full Image URLs
Always use complete URLs for images:
https://yoursite.com/images/logo.png
Never use relative paths like
/images/logo.png
5. Test Variables First
Send yourself a test email to verify all variables populate correctly before going live.
6. Include Proper Spacing
Use padding and margins to create white space. Dense text is hard to read in emails.
7. Provide Clear Contact Information
Always include your contact email and make it easy for customers to reach you.
🎨 Customization Tips
Colors
Replace the template colors with your brand colors:
-
#0066cc(Blue) - Primary brand color -
#28a745(Green) - Success/confirmation actions -
#f8f9fa(Light Gray) - Background boxes
Logo Image
To add your logo, uncomment the image line in the header and replace with your URL:
<img src="https://yourwebsite.com/logo.png"
alt="{{Store Name}}"
style="max-width: 200px; height: auto;">Content Sections
Add or remove content sections based on your needs. Common sections include:
- Shipping information
- Return policy
- Social media links
- Promotional banners
- Product recommendations
⚠️ Common Issues & Solutions
Issue: Variables showing as {{Variable Name}}
Solution: Make sure you're sending an actual email (not just viewing in the editor). Variables only populate when emails are sent.
Issue: Images not displaying
Solution: Check that you're using full URLs
starting
with https:// and
that the image files are publicly accessible.
Issue: Layout breaks in certain email clients
Solution: Stick to table-based layouts and inline styles. Avoid modern CSS like flexbox, grid, or external stylesheets.
Issue: Email looks different in mobile vs desktop
Solution: Use a max-width of 600px for your main table and avoid fixed widths for inner content. Test on multiple devices.