Email Templates

Table of contents:

• What are email templates?
• How to access the email templates?
• Types of email templates
• How to edit/modify the default email templates?
• How to control the email templates’ design?
• Can I enable automated Emails?
• How can I manually send an email template to a customer/fieldworker?
• Can I create a new email template?
• Types of default email templates available 

What are 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 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 access the email templates?

Go to Settings > Communications > Templates & Canned Response

From your sidebar menu, go to Settings > Communications > Templates & Canned Responses
Click on Emails

You will be redirected to all the default email templates, where you can view and edit any of them.

To view an email template, click on it.

You will be able to view the selected email template and edit the message if desired.

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 https://help.octopuspro.com/canned-responses 

Types of 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/modify the default email templates?

From your sidebar menu, go to Settings > Communications > Templates & Canned Responses
Click on Emails

You will be redirected to the Email templates page, where you can view and edit any of the templates.

Click on the Email template you wish to edit, you will be redirected to the Email template edit page.

1. Name: this is the name of the email template, which is usually what the email is 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 invoice due dates is “reminder overdue invoice”. 
2. Receiver Type: this is to who the email will be sent. 
3. Item Type: this is where the email template will appear, and the item it is related to. It can be Booking, Quote, Inquiry, Invoice, Customer Profile, or Fieldworker Profile.
4. 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. 
5. Body: this is the default message in the system for this email template, you can edit it and write your own message if desired. You will have the editing tools that assist you to edit your email as planned, for example, the font, the text format, bullet points, etc.

When editing the message of your email template, make sure you use the correct placeholders available for this template. To view the available placeholders for this email template, click on View available placeholders.

A pop-up window will appear with all the available placeholders for this template and their descriptions. 

You can use any of the listed placeholders and add them to your email template message. Please note that you can only add the mentioned placeholders shown in the popup. 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 sent to your customers.

To preview the input data for any placeholder in your email template click on Preview email Template. 

Upon clicking on “Preview email Template” you will be able to preview your email template with the changes you added, the subject and the placeholder’s data replaced, and how your customer/fieldworker would receive it. 

Click on View default template to preview the latest default version of this email template. OctopusPro regularly updates the default email and SMS templates available to address changes in design standards and to cater to new placeholders and features released. These changes do not automatically reflect on your existing templates to avoid overwriting the changes you might have applied to them. 

If you wish to update your version of this template to the latest version available, click on Update template to default. Please note that all changes you might have already applied to your template will be lost once it has been updated to the default version. If you need to further customize your template or to re-apply the changes you’ve previously made after they were lost with the update, you can start making your changes to your template after it’s been updated to the default version.

Attach files: if you need to add any attachments to the email template, you can upload or drop files and photos.

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. 

 

Can I enable automated Emails?

There are a number of automated emails that you can enable or disable according to your business needs, this list includes the following:

• Failed contact attempt for leads and inquiries that have a contact attempt added to them.
• Quote reminders for quotes provided that have a to-follow date that has passed.
• Booking reminders to both customers and fieldworkers.
• Next service due reminders for past bookings.
• Outstanding invoice reminders for unpaid invoices.
• On the way notification from fieldworkers containing the estimated time of arrival (ETA).
• Running late notifications sent to customers through the fieldworker app when a fieldworker is detected to be running late to a job.
• Fieldworker arrived notifications sent to customers through the fieldworker app when the fieldworker arrives onsite.
• Job acceptance and confirmation message to customers when fieldworkers accept a job assigned to them through the automatic job assignment feature.

You can activate automated notifications in your settings from Settings > Communications > Automations.

To learn more about automated procedures click here.

How can I manually send an email template?

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* 

Can I create a new email template?

You can’t create a new email template, as the templates are defaulted by the system. However, you can create a canned response.

Go to Settings > Communications > Templates & Canned Responses 

Click on the Emails tab, then click on New Email Template

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

By creating a new canned response, you will get to create a customized email template. So, you can send emails to your customers/fieldworkers based on your business needs.

1. Name: enter the name of your new canned response here, which is usually what your canned response is about. 
2. Subject: enter the subject of your canned response here.
3. Template Type: select your template type, in this case, select Email.
4. Receiver Type: enter the receiver type, which is who the email is intended for and will be sent to, it can be to your fieldworker or customer. 
5. Item Type: enter the Item type, there are 6 options to select from, so you can define the type of response you will create:
   • Booking: that means your response will be related to a certain booking or will provide details about a booking to a fieldworker or a customer.
   • Estimate: this type will be used in case your customers want to receive a quotation clarifying the prices of the services they need. 
   • Inquiry: your customers can always make inquiries about the services you provide, their prices, and other details.
   • Invoice: you can create a canned response to send the customers and fieldworkers the bookings invoices. 
   • Customer profile: a canned response can be created to allow admin users to share customer profiles with the assigned fieldworkers, so they are aware of the customers’ information and other details related to the booking.
   • Fieldworker profile: the response can be a fieldworker profile that the admin user shares with the customers or other fieldworkers.

Note that the 6 types help organize your canned responses. So, the Item type selection will limit the appearance of your canned responses to the related actions in the system, like the bookings/quotes… etc. For example, when you are about to send an email/SMS related to a certain booking for a fieldworker or a customer, and the item type is booking, you will be able to send this canned response from the booking view page or the booking list page. 

6.  Body: is the space where you should write the content of your canned response. 

When creating your canned response, make sure you use the correct placeholders available for this template. To view the available placeholders for this template, click on View available placeholders.

To learn more about creating canned responses click here.

When you click on View available placeholders, a popup window will appear with all the available placeholders for this template that you can use. 

Types of default email templates available 

OctopusPro constantly works on creating new and updated email templates that cover the repeated subjects you need to inform, interact or remind your customers on regular basis. So, you can save time, and effort and avoid typing each email message on your own, we have made it easier and faster for you! Email templates are also a great way of ensuring that all your correspondences with your customers are consistent and professional.

Here are examples of the default email templates you will definitely need when communicating with your customers and fieldworkers.

You can manually send these email templates or automate sending them, to learn more click here. 

Email templates directed to customers:

1. Failed to process payment:  In case a payment has failed to process, it is necessary to notify your customer that their payment has been unsuccessful, and requires immediate action as the booking will be put on hold until the payment is processed. You can manually send this template if any payments failed to go through and you require immediate action from your customer. 

2. Looking for replacement after fieldworker cancellation: In case you need to inform your customer that the fieldworker assigned to their booking will no longer be able to attend, has canceled the booking request and that you are looking for a replacement, you can send this email template to your customer. 

If the fieldworker has accepted the booking and then canceled, the system will automatically send an email to your customer informing them.

3. Gift redeemed: In case your customer has purchased a gift card for someone, and the gift card was successfully redeemed, an email can be sent to your customer to inform them of that.

4. Booking cancellation notification: In the case that your customer’s booking has been canceled, and you would like to notify them, you can send them this email template. 

This email template will automatically be sent to your customer by the system, once a booking has been canceled.

5. Abandoned shopping cart reminder: Abandoned cart emails are automated messages sent to customers who exit a website without making a purchase or “reshelving” their items. Abandoned cart emails work to draw customers back to the site, encouraging them to complete the purchase they were already on the brink of making. 

You can choose to automate sending this email, to learn more click here, or you can send the email manually when you want to remind your customers to come back to your website and complete their purchase. 

6. Remind estimate with no booking: In the case that you want to remind your customer of a quote they have requested and haven’t gotten back to you, you can send them this email to encourage them to make their first booking.

7. Book our services: To increase sales and encourage more customers to book your services, you can send this email template to remind your customers to do that.

8. Appointment time change notification: In the case that your customer’s booking has been rescheduled to a different date/time, and you want to inform them via email, you can send this email manually.

This email is automated, and immediately gets sent to your customer once a booking has been rescheduled to a different date or time.

9. Deposit request to confirm booking: If your customer has selected to pay for their booking via deposit, and the deposit is required to confirm the booking you can send this email template to request that deposit from your customer to confirm their booking.

10. Send booking photos: If the booking has photos and/or attachments attached to the booking, you can send an email to the customer with the attached documents. 

11. Voucher reminder: To promote your services and remind your customers of existing voucher codes, you can send this email template, letting your customer know they can get an offer for a limited time with the voucher code created. 

12. Invitation to join team: You can invite your customers to create an account through this email template by clicking on the Activate my account link in the email. This email will inform your customer of your business benefits, that they can access their booking history, repeat their bookings, chat and communicate with your business, and more. If desired, you can edit the email template body and write your own message. 

13. Booking request acknowledgment: This email template is to let your customers know that the booking they have scheduled has been received and that they will be receiving more emails when their booking has been accepted and confirmed.

14. Next service date reminder: If you have set up a next service date reminder for your customers, this Email template will be sent either automatically or can be sent manually, to remind your customers that their booking is due soon, and encourage them to book your services again.

15. Booking accepted notification: You can send this email to your customer to update them about their booking and let them know their booking has been accepted and assigned to a fieldworker. 

16. Inquiry contact attempt notification: In the case that your customer has submitted an inquiry and you haven’t been able to reach them, you can send them this email template to let them know that you have received their inquiry and tried calling them with no luck.

17. Activate your account: If your customer has already created an account, or an account has been created on their behalf and is yet to be activated, you can send them this email template to allow them to click on the link provided and activate their account with your business. 

18. Final complaint resolution: If a complaint has been received from your customer, as a final complaint resolution, you can send this email template to let your customer know that you have received and acknowledged their complaint and that nothing can be done further in their case. 

If desired, you can edit this email template and add your own text or message.

19. Password reset verification code: This email template will automatically be sent to your customer/fieldworker or admin user if a password reset was requested. Once any user requests to reset their password, this email template will be sent to them with the confirmation code to reset their password successfully.

20. New comment notification: In the case that a comment has been added on the discussion board of your customer’s booking by admin users or fieldworkers, and it is visible to the customer, then this email template will automatically be sent to your customers notifying them of any new comments added on the discussion board.

21. Photo upload acknowledgment

22. Photo upload request

23. Push to Google calendar with customer contact details

24. Rate your service: You can automate sending this email to your customers after their bookings have been completed to gather information, insights and issues about your customer’s booking experience. Feedback from your customer usually guides improvements of the customer experience and can empower positive change in any business. 

To learn more about how you can control automated procedures, click here.

25. Booking reminder 3 days before: If you want to send a booking reminder to your customers 3 days prior to their booking, you can automate sending this email template from the automated procedures page. Email reminders are a great way to keep your customer informed and aware of their booking to avoid missing appointments. 

To learn more about automated procedures, click here.

26. Booking reminder 1 week before: If you want to send a booking reminder to your customers a week prior to their booking, you can automate sending this email template from the automated procedures page. Email reminders are a great way to keep your customer informed and aware of their upcoming booking to avoid missing appointments. 

To learn more about automated procedures, click here.

27. Booking reminder 1 day before: If you want to send a booking reminder to your customers a day before their booking, you can automate sending this email template from the automated procedures page. Email reminders are a great way to keep your customer informed and aware of their upcoming booking to avoid missing appointments. 

To learn more about automated procedures, click here.

28. Booking reminder 2 days before: If you want to send a booking reminder to your customers 2 days prior to their booking, you can automate sending this email template from the automated procedures page. Email reminders are a great way to keep your customer informed and aware of their upcoming bookings to avoid missing appointments. 

To learn more about automated procedures, click here.

29. Booking voucher: If you have created a voucher code as an appreciation to your new customers, you can send them this email template with a discount voucher code for them. Voucher codes are incredibly effective at building customer loyalty, improving your brand reputation, and engaging new customers. 

To learn more about creating new voucher codes click here.

30. Feedback booking: To gather information, insights, and issues from your customers on your services and business, you can send feedback forms asking your customers to fill them in and receive rewards such as offers and discount vouchers. Feedback forms are also essential for measuring customer satisfaction among your current customers, and getting a handle on how customers view your product and services. 

31. Quote reminder: To remind your customers of their quotes, you can send them this email template.

32. Tentative booking reminder: You can automate sending this email template from the automated procedures page if the start date of the booking has come and the booking status is still tentative.

An email will be sent to your customer reminding them of their booking status and details, and a link to reschedule. 

To learn more about automated procedures, click here.

33. On-hold booking reminder: You can automate sending this email template from the automated procedures page if the start date of the booking has come and the booking status is still on hold.

An email will be sent to your customer reminding them of their booking status and details, and a link to reschedule. 

To learn more about automated procedures, click here.

34. Invoice statement: To send your customer information regarding their invoice statement details and due date, you can automate sending this email template from the automated procedures page. 

35. Complaint acknowledgement: To let your customers know that you have received and acknowledged their complaint, you can send this email template. 

If desired, you can edit the text of the email to your requirements. 

Email templates directed to fieldworkers:

1.  License update reminder: To remind your fieldworkers that their license expired and requires renewal as soon as possible, you can send this email template to require immediate action from your fieldworkers. 

2. Request to update incomplete address: In the case that your fieldworker’s profile is incomplete and missing the fieldworker’s address, you can send them this email template to require them to complete their profile and fill in their missing address field by clicking on the link attached in the email.

3. Newly added fieldworker activation: When a new fieldworker is added to your business account, it is required to activate their account, this email template can be automated or sent manually to let your fieldworkers add a password to their account to activate it. 

4. New discussion: In the case that a new comment from the admin user or customer has been added to the fieldworker profile discussion board, this email template will automatically be sent to your fieldworker to notify them once a comment on their discussion board has been added. 

5. Contractor Guidelines – Onsite Job Updates: You can send this email template to inform your fieldworker of the onsite job guidelines and updates vital when completing a job. 

6. Fieldworker checklist: To ensure the job requirements are met, and the job is run as smoothly as possible, you can send your fieldworkers this email template including a checklist of all the requirements that must be fulfilled for every job, each business has its own rules and regulations and requirements for each job or service, which is why you can edit this email template to meet your own job requirements for your fieldworkers. 

7. Insurance update reminder: You can remind your fieldworker by sending this email template when their insurance policy is about to expire, and require them to renew it to keep their records with your business up to date. 

8. Profile completion reminder: You can remind your fieldworkers to complete their profiles by sending this email template.

9. Booking reminder 1 day before: If you want to send a booking reminder to your assigned fieldworker 1 day before their booking, you can automate sending this email template from the automated procedures page. Email reminders are a great way to keep your fieldworkers reminded, informed and aware of their upcoming bookings to avoid missing appointments. 

To learn more about automated procedures, click here.

10. Booking reminder 2 days before: If you want to send a booking reminder to your assigned fieldworker 2 days before their booking date, you can automate sending this email template from the automated procedures page. Email reminders are a great way to keep your fieldworkers reminded, informed and aware of their upcoming bookings to avoid missing appointments. 

To learn more about automated procedures, click here.

11. Update booking request: If your fieldworker has yet to update their booking, you can send them this email template to require immediate update regarding their assigned job.

12. Work order request: You can send this email template to your assigned fieldworker to inform them of the work order required by the customer for the booking. 

13. Send booking details: Once a fieldworker has accepted and assigned to a job, you can send them this email template to inform them of their upcoming booking details including the booking number, booking status, the booking date and time, the booking address, the customer name, etc..

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