Marketing
Prepare e-mail templates
Write reusable e-mails for leads, opportunities, customers or any record, with variables that fill in each recipient's details when a campaign sends them.
3 min readLast updated
In this article
An e-mail template is a message you write once and reuse: a welcome note for new leads, a quotation follow-up, a seasonal offer. Templates keep your team's e-mails consistent, and a campaign uses them to send one message to many members, each with their own name and details.
Create a template
Open CRM › Marketing › Email Templates and select New template.
Type the Name your team will recognise, for example "Offer follow-up - 3 days".
Choose the Type:
Lead, Opportunity or Customer: the template is offered only for e-mails about that kind of record.
General: offered everywhere, and the usual choice for campaigns.
Leave Active on. Inactive templates are kept but not offered when composing or sending a campaign.
Write the Subject and the Body. Add variables where the recipient's details should appear (see below).
Select Save.
Variables
Write a variable between double braces, for example Dear {{recipient_name}},. When a campaign sends the e-mail, each variable is replaced with the member's own value.
Variable | Filled with |
|---|---|
| The member's name and e-mail, whatever kind of record it is |
| The customer's details |
| The lead's details |
| The contact's details |
| Your company, the user who sent it, and the date |
A variable with no value for a member becomes empty. Opportunity variables such as {{opportunity_name}} cannot be filled for a campaign member and stay as written, so keep them out of campaign templates.
Edit or delete a template
In the template's Actions menu, select Edit to change it, or Delete and confirm in Delete template. Changing a template does not change e-mails already sent; each sent e-mail keeps the text it went out with.
Find templates
Use Search templates… and the type filter (All types). The list shows each template's Subject, Type, Status and who created it (Created by).
Common questions
I chose a template when composing a single e-mail and the variables stayed as {{...}}. Why? Variables are filled automatically only when a campaign sends. In a single e-mail the template's text is loaded for you to edit: replace the variables by hand before you send.
Why can't I see my template when composing? It is inactive, or its type does not match the related record you chose. A General template is always offered.