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Email templates

In this article, you will learn:

  1. How to create email templates?
  2. How to use email templates?

Email templates overview​

Email templates are pre built tempaltes that can be sent to the customers directly while creating and responding to the email tickets.

HTML email branding templates can help support teams (Inbox agents) communicate with customers by:

  • Providing a consistent and professional look and feel for all of the company emails.
  • Aiding the support teams to ensure that their emails have a consistent layout and design, this helps the overall branding and image of the team.
  • Making it easier to include links, images, and other formatting in the emails, which can make them more engaging and easier to read, customers will have clear and concise information.
  • Allowing support teams to quickly and easily insert personalized information, such as the customer's name and account details, into the emails providing customers with a more personalized and positive experience.

1. Create Email Template​

note

Only Inbox admins can create email templates.

To create email templates, follow the steps below:

Step 1: Open inbox settings​

  1. Go to Settings > Inbox.
  2. Search for and select Email Template. image

Step 2: Click +Create template​

Click the +Create template button to begin creating a new email template.
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Step 3: Define template name and select editor type​

When creating a new email template:

  1. Enter a relevant Template Name.
  2. Choose the appropriate Editor Type based on your formatting needs.

HTML Editor​

  • The HTML Editor includes boilerplate HTML (<html>, <head>, <title>, and <body>) by default.
  • Insert the email title within the <title> tags.
  • Place your content between the <body> tags.
  • Use dynamic variables like {{ content }} for personalization.
  • Additional HTML tags such as <div>, <table>, or <img> can be used for layout and design.

Plain Text Editor​

  • This editor is for plain text templates without formatting.
  • Supports basic text and dynamic variables.
  • Use {{ content }} and other supported tokens to personalize the content.

Step 4: Add dynamic variables​

Dynamic variables populate the email with relevant data, such as the agent’s name, bot name, and ticket information.

Insert variables​

  1. Click the Variables icon at the top of the template editor.
  2. From the list of variables, click Add to insert them into your template.
    image

Example

InputRendered output
Hi! I'm {{agent.name}}
Thanks for talking to {{bot.botName}}!		Hi! I'm John.
Thanks for talking to MIA!

Supported variables​

VariableDescription
Agent response variables
{{content}}Replaced with the agent's response.
{{latestEmailContent}}Displays only the most recent reply.
{{emailHistory}}Includes the full conversation trail.
Ticket detail variables
{{ticket.ticketId}}The associated ticket's unique ID.
{{ticket.subject}}Subject line of the ticket.
{{agent.username}}Full name of the assigned agent.
{{assignedAgent.aliasname}}Alias name of the assigned agent.
{{agent.email}}Email address of the assigned agent.
{{agent.signature}}Email signature of the assigned agent.
Bot detail variables
{{bot.botName}}Name of the active bot.
info

Best practices for using variables

Avoid including the entire email history in every template to keep the emails concise and readable. Instead, structure your template as follows:

  • Start with {{content}} to show the agent's latest response.
  • Add the agent’s signature.
  • Optionally, include Email history only in templates that require full context.

Step 5: Preview and save the template​

  1. Preview the design for both web and app interfaces.
  2. Once satisfied, click Create template to save your changes.
    image

Step 6: Manage email templates​

All created email templates will be visible on the Settings page. From here, you can:

  • Set a default template to be sent automatically with tickets, even if no agent is selected. Use the dropdown to assign the default.

    drawing

  • Search for templates by typing the template name into the search bar.
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  • Edit or delete templates by clicking the template name and selecting the desired action.
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2. Use email templates to respond to email tickets​

note

Inbox admins and agents can use email templates while responding to or creating new email tickets.

Follow the steps below to insert and use an email template when handling a ticket:

  1. Navigate to Inbox > Tickets.
  2. On the email ticket screen. Select template from the dropdown.
  3. From the list of available templates, choose the one you want to use.
  4. Click Insert to apply the selected template to the email.
  5. Once the template is inserted:
    • Type your message in the email editor. The typed content will be dynamically inserted into the {{ content }} variable in the template.
    • Click Change template to switch to a different template.
    • Click Delete template to delete the applied template from the email.
    • Click Preview to view how the final email will look.
      Quick actions screen
  6. Fill in the remaining required fields (such as subject or recipient, if applicable).
  7. Click Send to deliver the response using the selected and customized email template.