Create an Email Template

Email Templates

The list of contents: 

What are the email templates?

The email templates are premade emails that exist already on the system to contribute to your communications with your customers and fieldworkers. The email templates cover the repeated subjects you need to inform, interact or remind your customers with on regular basis. They can be automatically sent at different stages of the booking process. For example, you may want to automatically send a booking confirmation to your customers after they book services from your end. Whilst you save time by avoiding typing each email repeatedly, email templates are a great way of ensuring that all your correspondences with your customers are consistent and professional.

How to view the email templates?

Go to Settings> Select Communications> Click on Templates & Canned Responses

Templates’ page will appear, click on Emails next to the Canned Responses button

All the email templates will appear to view or select from

What happens when you click on the “New Email Template” button? 

You will be transferred to the “Add Canned Response” page that allows you to create a new canned response. 

By creating a new canned response, you’ll get to customize the email that you want. So, you can send emails to your customers/fieldworkers based on your business needs, since the email templates don’t contain the desired topic. For more info about the canned responses, visit 

The available email templates

The email templates can be categorized based on 2 factors: 

  • The type of receivers: some email templates are only available for customers, and some are only for fieldworkers and other emails can be sent to both the customers and fieldworkers. 
  • The automated process or the manual process: based on the purpose of the email templates, they are designed to either be sent automatically once the related action happens or manually, so the admin users are required to send the emails when it’s needed. For example, when your customers/fieldworkers face an issue with their passwords, clicking on the “Forget your password” button will make the customers/fieldworkers receive an automated reset password email template from the system. Other actions on the system don’t lead to receiving automated email templates but the admin users need to send the related email templates manually to the customers/fieldworkers, like the booking voucher email template which provides a discount for certain customers. 

How to edit the current email templates?

When you select one of the available email templates, the “Edit Email Template” page appears containing the email template form where you will find all the details of the email as follows 

  1. Name: this expresses the email template and what exactly it’s about. However, it’s not editable and can’t be changed from your side. For example, the name of the email template that notifies your customers about their invoices due dates is “reminder overdue invoice”. 
  2. General Placeholders: when you edit the email template, you can add the general placeholders to the body of the email the way they are written in the below image so they can be displayed in the email. Please note that you can only add the mentioned placeholders shown in the “General placeholders” field. For example, if your company name is “Car detailing” and you want to add another instance where the company name should be mentioned, you can write {company_name} with this format so it’s replaced with “Car detailing” in the email. 

    • Company name: displays the name of the company, which has already been provided on the company details page. To edit it: go to Settings< Company Settings< Business Details

    • Company website: displays the business website URL that has already been provided on the company details page. To edit it: go to Settings< Company Settings> Business Details

    • Company inquiries email: displays the email that has been set by the admin users for the company to manage any inquiries on. To edit it: go to Settings< Company Settings< Business Details

    • Company accounts email: displays the email that has been set by the admin users to manage the company accounts, from the company details page. To edit it: go to Settings< Company Settings< Business Details

    • Company complaints email: displays the email that has been set by the admin users to receive complaints on, from the company details page. To edit it: go to Settings< Company Settings< Business Details 

    • Send date-time: displays the exact date and time when the email or SMS is being sent.

    • Sender Name: displays the name of the company’s representative who is assigned to contact the customer/fieldworker. 

    • Trading name: it’s the name used by companies that do not operate under their registered company name, it can be a name (or names) that a person, partnership, or company may use which is different from the name they have registered with. A business may be permitted to use as many trading names as required, but these cannot be registered as official names of the company.

    • Website URL: displays the URL of your business website. 

    • Company Phone: displays the phone number of the company, provided on the company details page. To edit it: go to Settings > Company Settings > Business details

    • Company email: displays the email of the company, that has been set on the company details page. To edit it: go to Settings< Company Settings< Business details

 3. Subject: you will find a default subject of the email template written in this field, the subject provides the receivers a glimpse of what the email is about. The subject is editable and you can change it if you need. 

4. Body: it’s the space where the text of the email template appears. And you will have the editing tools that assist you to edit your email as planned, for example, the font, the text format, bullet points, and so on. 

After editing the email template you’ll find the following options: 
  • Preview: to view the full email template with the changes you added and the subject that will be sent to your customers or fieldworkers, you can click on the “Preview” button so the “Preview email template” window appears.

  • View default template: this option allows you to check the original email template, and if any edits were added to the template, the displayed email will be without the new changes. Also, you have the option to restore the default email template when you click on the “Restore template to default” button so you have the original template again. 

  • Template placeholders: you can find a table of the placeholders you may use in the email template with their descriptions.  

  • Attach files: if you need to add any attachments to the email template, you can upload or drop files and photos.
  • Save: you should save your edits in the email template by clicking on “Save” in the lower right corner of the page. 

How to control the email templates’ design?

OctopusPro enables you to edit the email templates’ design to meet your needs. For example, you can change the background color, edit the style, add icons, or change the shape of the borders. You can do that by navigating to Settings< Communications< Templates & Canned Responses< Emails

Then select the email template you need to view

Scroll down to the body of the email, you’ll find the “HTML” icon among the upper options of the editing tools

Click on HTML, so the HTML Source Editor window appears, and through it, you can edit the email template’s design, then click “Update” to save your edits or “Cancel” to decline them. 

From where the email templates can be sent?

If the emails are not automated and require manual actions, you can send the email templates from the related settings to the email on the system. For example, the booking confirmation email template can be sent by following the coming steps, click on Bookings< All bookings

Select your desired booking

Click on Email right top of the page< Select Email Booking To Customer

Then the confirmation booking email appears.

*Please note that the booking confirmation email template is being sent automatically too when your customers book the services from the customer portal, but the manual sending is required when the admin users create the booking from their side* 

For more information please visit Octopuspro user guide, and subscribe to our youtube channel.

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