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Creating Email Templates

Email templates are reusable messages stored in your Library. Write an email once — a census request, an annual notice, and send to your clients automatically.

Written by Andrew Flowers

What are Email Templates?

Email templates are reusable messages stored in your Library. Write an email once — a census request, an annual notice, a welcome message — and use it again and again. Templates support data fields, so CX fills in each client's name, plan details, and other information automatically. Templates power bulk emails, project automations, and one-off sends from the composer.

Key capabilities

  • Personalize at scale. Insert data fields from clients, plans, and projects into the subject and body. Each recipient gets their own values.

  • Two body styles. Keep it as plain text for a personal feel, or switch to a Branded layout with your firm's logo, headings, images, and buttons.

  • Attachments built in. Attach files directly, or link to client or plan data fields that contain files — each recipient gets their own document.

  • Start from curated templates. Browse a set of templates written by product and industry experts and download any of them into your Library.

Create a template

  1. Click Library in the left sidebar, then click Emails. The Email Templates page opens.

  2. Click New.

  3. Enter a template name.

  4. Click the Subject field and enter your subject line. You can insert data fields as you type.

  5. Click the Body field and write your message. Use the toolbar for formatting and insert data fields where you want personalized values.

  6. Your changes save as you go.

Note: Templates that use project data fields can only be sent from inside projects and automations — not as a bulk email. Use client or plan fields instead if you plan to send in bulk.

Use internal role email fields

Every internal role has two variables: one for the person's name, and one for their email address. Use the email one when you want a line like "reply directly to your consultant at ___" to fill itself in.

  1. Click into the Subject or Body where you want the address to appear.

  2. Open Add Variable, then select the Client tab.

  3. Find the internal role you want. You'll see two entries — for example Internal: Plan Consultant and Internal: Plan Consultant Email.

  4. Select the one ending in Email. It inserts the assigned person's email address. The entry without Email inserts their name instead.

These fields work in the subject line, in plain-text bodies, and in the paragraphs and headings of a branded body.

Important: An email address field only fills in if someone is actually assigned to that role on the client. If the role is empty, the message can't be built and that client will not receive the email. Before you send to many clients at once, check that every one of them has a person in that role. See Sending Bulk Emails.

Note: Email address fields are available for internal roles only — not for contact or external roles. They also don't appear in the To and CC recipient pickers or the attachment picker, because those need a person, not an address.

Switch to a branded layout

  1. Open your template and click Switch to Branded next to the Body heading.

  2. Your firm's logo appears at the top automatically, with a footer linking to your website and client portal.

  3. Click Add Section to insert a Heading 1, Heading 2, Heading 3, Paragraph, Image, Button, or Divider.

  4. Click any section to edit it. Use the remove control beside a section to delete it.

To go back to plain text, click Switch to Text. Your paragraphs carry over.

Add attachments

  1. In the panel on the right, click Add Attachment.

  2. Select or upload a file, or link a client, plan, or project data field that contains the file.

  3. For plain-text templates with attachments, you can check Send securely via Client Portal to deliver attachments through the portal instead of directly in the email.

Add the sender's signature

For plain-text templates, check Add sender's signature to end to append each sender's email signature. Make sure every sender has a signature set up under Settings > My Account.

Organize and protect templates

  • Tags — add tags below the template name to group and filter templates.

  • Lock — open the options menu (three dots) and choose Lock Email Template to prevent edits.

  • Duplicate — choose Duplicate email template to copy an existing template as a starting point.

  • Delete — choose Delete email template. Any projects, tasks, and campaigns using it will stop, and this can't be undone.

Explore curated templates

  1. On the Email Templates page, click More, then Explore Curated Templates.

  2. Search or browse the list. Each template shows its subject and body type.

  3. Click Download Template to add a copy to your Library, then edit it like any other template.

You're all set! Your template is ready to send.

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