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How to Edit Email Templates

Editable email templates let you customize the automated emails sent from your portal, including client invitations, request updates, invoices, and subscription notifications.

Written by Regine Garcia

📌 Use Case

You run a creative agency and want your client emails to sound like they actually come from your team, not a generic system.

For example:

  • You want client invitation emails to reflect your brand tone.

  • You want request completion emails to explain next steps more clearly.

  • You want invoice and payment emails to include your own support instructions.

Instead of sending follow-up messages manually, you update the email templates once and let the system handle the rest.

How to Access Email Templates

To edit email templates, you must be on a Pro plan.

  1. Go to Settings

  2. Click Portal

  3. Navigate to the Advanced tab

  4. Select Customize Email Templates
    ​

You will see a list of all system emails that can be edited.

Editable Email Templates

Below are the email templates currently available for customization.

Invitations

  • Client Invitation
    Sent when a new client is invited to join the portal.

  • Team Member Invitation
    Sent when a team member is invited to the agency portal.

Request Lifecycle

  • Request Submission Confirmation
    Sent when a client submits a new request.

  • Request Completed
    Sent when the agency marks a request as completed.

  • New Comment on Request
    Sent when someone comments on a request the client is involved in.

  • Mentioned in Comment
    Sent when a user is mentioned in a comment.

  • Canvas Comment Created
    Sent when someone comments on an attachment or canvas.
    ​

  • Canvas Thread Resolved
    Sent when a feedback thread on an attachment is marked as resolved.
    ​

Messages and Announcements

  • New Chat Message
    Sent when a new message is posted in a conversation.

  • New Announcement
    Sent when the agency publishes a new announcement.

Invoices and Payments

  • New Invoice Created
    Sent when a new invoice is generated for a client.

  • Payment Received Confirmation
    Sent when a client payment is processed successfully.

Subscriptions

  • Subscription Cancelled
    Sent when a client subscription is cancelled.

  • Subscription Cancellation Scheduled
    Sent when a subscription is set to cancel at period end.

  • Payment Failed (Retry)
    Sent when a subscription payment fails and retries are in progress.

  • Payment Rejected (Final)
    Sent after all payment retry attempts fail.

  • Subscription Renewal Reminder
    Reminder for manual payment subscriptions.

  • Trial Ending Soon
    Sent three days before a paid trial ends.

Using Variables in Email Templates

Each email template supports dynamic variables so the content updates automatically based on the client, request, or subscription.

How to Insert Variables

  1. Open an email template.

  2. Click the Variables button.

  3. Select the variable you want to insert.

  4. The variable will be added to your email content.

Variables ensure details like client name, request title, invoice amount, or portal links are always accurate without manual editing.

Available Variables

  • {{client_name}}

  • {{client_email}}

  • {{portal_name}}

  • {{activation_link}}

  • {{member_name}}

  • {{member_email}}

  • {{request_title}}

  • {{request_number}}

  • {{request_link}}

  • {{DYNAMIC_CONTENT}}

  • {{commenter_name}}

  • {{comment_preview}}

  • {{mentioner_name}}

  • {{resolver_name}}

  • {{sender_name}}

  • {{message_preview}}

  • {{conversation_link}}

  • {{conversation_name}}

  • {{announcement_title}}

  • {{announcement_preview}}

  • {{announcement_link}}

  • {{invoice_number}}

  • {{invoice_amount}}

  • {{due_date}}

  • {{invoice_link}}

  • {{payment_amount}}

  • {{payment_date}}

  • {{subscription_name}}

  • {{cancellation_date}}

  • {{end_date}}

  • {{retry_date}}

  • {{trial_end_date}}

Important Notes

  • Only users on the Pro plan can access and edit email templates.

  • Email templates apply globally to your portal.

  • Variables should not be altered or removed unless replaced properly, as they control dynamic data.

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