Working with the EmailBuilder

Learn on this user manual page how to work optimally with the EmailBuilder. For example, you will learn how to manage folders and templates, create text blocks and regular templates, insert widgets in your templates and use default templates. Also you can see in which areas of your systems the EmailBuilder template has been used.

The CRM » EmailBuilder menu is structured as follows:

emailbuilder overview menu structure

  • Folder and template structure: Here you can navigate through the different folders and templates that you created in the EmailBuilder. The Default templates folder is available in your system by default. You can of course adjust the pre-filled template content. The currently selected template (blue background) is displayed in the main window on the right.

    • Search field: Enter the ID or the name of the template into the search field.

    • Filter area: In addition to the ID and the template name, you can also search by type, language, client and owner here. Enter a combination of all or multiple values and options to narrow down the search results even further.

    • Sort by: Under the search field, you can sort the folders and templates by ID, name or creation date in ascending or descending order.

    • add Add: You can create a new folder, new template, new header, new footer or new text block here.

  • Main window: Here you can see whichever template is currently open. Directly in the first line, you can see the tabs in the template’s corresponding languages.

    • Language settings: In this area, you carry out the language-specific settings of the template. For example, you can link product data sheets or user manuals in the corresponding language with the template and determine the time, date and number formats and the number of decimal places for each language individually.

    • Content and subject: Here you can customise the template’s content and subject. Use variables that will be replaced with the correct content once the email is sent to your customers.
      You cannot use variables in the subject, but the so-called twig expressions associated with the variable. Click on integration_instructions (Show variables) at the end of the subject line to open the variable list. When you click on the desired variable, the corresponding twig expression including the double curly brackets will be inserted in the subject line.

  • General settings: Here you can select the template name, owner, client as well as header and footer. In this area, you can also select up to 4 dynamic attachments and fill the fields Reply to, CC and BCC.

  • Toolbar: Here you can save the changes of the opened template and see in which areas of your system the template has been used.

1. Managing folders

In the EmailBuilder, you can create as many folders as you like and upt to 3 sub-folders. After you created the folder, click on more_vert to create new sub-folders, new templates in general and new header and footer templates and rename, move or delete the folders.

Your system contains a folder with pre-defined default templates. These are explained further down on this page in the Using default templates chapter.

emailbuilder add folder template header footer
Figure 1. Folder structure in the EmailBuilder

1.1. Creating a folder

Create folders to get a better overview of your email templates at a later point in time. Proceed as described below to create a new folder.

Creating a folder:

  1. Go to CRM » EmailBuilder.

  2. In the bottom left, click on add Add.

  3. Click on folder Folder.
    → The Add new folder window opens.

  4. Enter the name for the folder.

  5. Click on Save.
    → The new folder is added to the folder list.

Once you have carried out all settings as described in the following – so you have created sub-folders, templates, headers and footers –, you can open the main folder by clicking on chevron_right Name of the folder. You will see there at a glance all sub-folders, templates, headers and footers that you created directly in the main folder.

1.2. Renaming the folder

You can update the folder name at any time. To do so, proceed as described below.

Renaming the folder:

  1. Go to CRM » EmailBuilder.

  2. In the line of the folder that you want to rename, click on more_vert and then on edit Rename.
    → The Rename folder window opens.

  3. Enter an other name for the folder.

  4. Click on Save.
    → The new folder name is updated and shown in the list.

1.3. Moving a folder

You can move the folder to another position at any time. To do so, proceed as described below.

Moving a folder:

  1. Go to CRM » EmailBuilder.

  2. In the line of the folder that you want to move, click on more_vert and then on open_with Move.
    → The Move window opens.

  3. Select the target folder.

  4. Click on open_with Move.
    → The folder is moved to the selected folder.

1.4. Creating a sub-folder

Create sub-folders in your folders to group your email templates in even more detailed topics. You can create up to 3 sub-folders within a folder.

Create a draft for your folder structure in advance

We recommend creating a draft in advance to avoid confusing and unclear nesting levels in your folder structure. Because: The more levels you create, the more complex the structure will be.

Creating a sub-folder:

  1. Go to CRM » EmailBuilder.

  2. In the line of the folder that you want to create a sub-folder for, click on more_vert and then on add Add.

  3. Click on folder Folder.
    → The Create new folder window opens.

  4. Enter the name for the sub-folder.

  5. Click on Save.
    → The sub-folder is created within the main folder.

Open the sub-folder by opening the main folder with a click on chevron_right. You can see all sub-folders that you created at a glance.

1.5. Deleting a folder

You can delete folders and sub-folders at any time. Note that the entire content in the folder will also be deleted.

Deleting a folder:

  1. Go to CRM » EmailBuilder.

  2. In the line of the folder or sub-folder that you want to delete, click on more_vert and then on delete Delete.
    → A window opens and you need to confirm your decision.

  3. Click on delete Delete.
    → The folder with all corresponding sub-folders and templates contained in there will be deleted.

2. Managing templates

Learn in the following sub-chapters how to create templates for headers and footers and general templates. Moreover, it is described how you search for, move, copy, edit and delete templates.
You can also use pre-defined default templates. You will also learn everything about the available widgets and how you can use these widgets in your templates.

Once you created a template, the template ID is shown in brackets in front of the template name. The systems assigns the IDs consecutively and automatically. This ID cannot be changed.

The widgets and variables that are contained in the template form the actual content of your email. Via the widgets, you can insert as many variables as you like into a template by using drag-and-drop. These variables will then be replaced with the correct content when the email is sent to your customers.

You can find a detailed list of which variables are available for your email templates in the tables on manual page Using variables and twig expressions.

Create templates for the header and the footer that you can later use in all of your email templates. Header and footer are globally active. This means: Changes you make to the header and footer affect the rest of all existing templates and all other templates that you will create in the future.

You can insert, for example, your company logo into the header and insert into the footer your signature and the general company details such as the address, links to social media, the legal structure of your company, details about your company’s executive board, and much more.

Proceed as described below to create a template for the header and the footer.

2.1.1. Creating a header template

Proceed as described below to create a template for the header of your email template.

Creating a header template:

  1. Go to CRM » EmailBuilder.

  2. In the line of the folder or sub-folder that you want to create a header for, click on more_vert and then on add Add play_arrow.

  3. Click on web_asset Header.
    → The Add new header window opens.

  4. Enter a name for the header.

  5. Click on Save.
    → The header template is created.

  6. Click on Add (add) to add a language.
    → A new window opens.

  7. Select a language from the list.
    → The window New name opens.

  8. Enter the header template’s subject.

  9. Click on Save.

  10. In the General settings area, select (check_box) the owner and the client.

  11. Click on Edit (edit).

  12. Edit the header according to your wishes and insert widgets and variables.

  13. Save (save) the settings.

2.1.2. Showing the preview of the header

You can view a preview of your header template at any time. This is possible either in HTML format or as plain text. Enter an order ID to fill the preview with real order data. Proceed as follows to open the preview of the template.

  1. Go to CRM » EmailBuilder.

  2. Expand the folder (chevron_right) that contains the header for which you want to show the preview.

  3. Click on the header.

  4. Click on Preview (preview).
    → The Preview window opens.

  5. Select from the drop-down list Preview format the option HTML or Plain text.

  6. In the Order ID field, enter the ID of the order that you want to see a preview of.

  7. Click on preview PREVIEW.
    → The preview opens in a separate window.
    Note: Your system remembers the value of the order ID you entered until the next login or until the browser cache is cleared.

  8. Check the header template.

  9. Close the window.

If you are not satisfied with the result, edit the content of your header again.

Proceed as described below to create a template for the footer of your email template.

Creating a footer template:

  1. Go to CRM » EmailBuilder. In the line of the folder or sub-folder that you want to create a footer for, click on more_vert and then on add Add play_arrow.

  2. Click on video_label Filter.
    → The Add new footer window opens.

  3. Enter a name for the footer.

  4. Click on Save.
    → The footer template is created.

  5. Click on Add (add) to add a language.
    → A new window opens.

  6. Select a language from the list.
    → The window New name opens.

  7. Enter the footer template’s subject.

  8. Click on Save.

  9. In the General settings area, select (check_box) the owner and the client.

  10. Click on Edit (edit).

  11. Edit the footer according to your wishes and insert widgets and variables.

  12. Save (save) the settings.

You can view a preview of your footer template at any time. This is possible either in HTML format or as plain text. Enter an order ID to fill the preview with real order data. Proceed as follows to open the preview of the template.

  1. Go to CRM » EmailBuilder.

  2. Expand the folder (chevron_right) that contains the footer for which you want to show the preview.

  3. Click on the footer.

  4. Click on Preview (preview).
    → The Preview window opens.

  5. Select from the drop-down list Preview format the option HTML or Plain text.

  6. In the Order ID field, enter the ID of the order that you want to see a preview of.

  7. Click on preview PREVIEW.
    → The preview opens in a separate window.
    Note: Your system remembers the value of the order ID you entered until the next login or until the browser cache is cleared.

  8. Check the footer template.

  9. Close the window.

If you are not satisfied with the result, edit the content of your footer again.

3. Creating a text block

Create a text block that you can later insert into the Messenger message. Text blocks are ready-made text modules that save you a lot of time and effort, particularly if you often answer the same questions or deal with the same problems. You can also enter long texts here and save a lot of time when working with your messages.
Think about a useful structure of folders, sub-folders and questions in advance.

Creating a text block:

  1. Go to CRM » EmailBuilder.

  2. Search for the folder that you have just created and click on more_vert.

  3. Click on add Add and then on text_fields Text block.
    → The Add new text block window opens.

  4. Enter the name.

  5. Click on Save.
    → The text block is created and opened.

  6. Click on add (Add).

  7. Select a language from the list.

  8. At the end of the Content line, click on edit.

  9. Enter the text block’s content in the editor.
    Tip: Use the usual formatting options of the editor, if desired, or click on Source code at the top left to enter HTML code for the text block.

  10. Click Save (save).

If you have been using PlentyONE for a long time and have already created text blocks or FAQs in the old menu CRM » Text blocks / FAQ, you will see the folder Text blocks (migrated) in the CRM » EmailBuilder menu. This folder contains all folders, sub-folders and FAQs that you created in the old menu.

4. Creating a template

Now create the template and save basic settings such as the name, the subject, CC and BCC and select the appropriate header and footer for the template. Proceed as described below to create a new template.

Important: Add header and footer in the corresponding language

If you created a template in multiple languages, remember to create also the header and footer in these languages and to link them with the template. Otherwise, the template cannot be sent.
Switching between multiple templates

If you later edit multiple templates in the editor at the same time, you can use the navigation on the left to switch between the individual templates. The template you have just opened is highlighted in blue at the beginning of the line.
emailbuilder new template
Figure 2. Creating a template in the EmailBuilder

Creating a template:

  1. Go to CRM » EmailBuilder.

  2. In the bottom left, click on add Add.
    Or: In the line of the folder in which you want to create a template, click on more_vert and then on add Add play_arrow.

  3. Click on description Template.
    → The Add new template window opens.

  4. Carry out the settings. Note Table 1 and Figure 2.

  5. Save (save) the settings.

Note: If you do not want to create the template within a folder, click on the start page of the CRM » EmailBuilder menu in the bottom left on add Add and select description Template afterwards. The template will then be created on the first level and does not belong to a folder.

Email templates are sent in multipart format

The email templates in the EmailBuilder use the multipart format. This means that the emails are sent in an HTML and in a text version at the same time.
This ensures that your emails can be read by all recipients, even if their email client restricts or completely disables the display of HTML in emails. On the other hand, the HTML versions of your emails that you designed are displayed for the recipients whose email client allows the display of HTML. The advantage for you is that you only have to maintain one email template.
Table 1. Creating a template in the EmailBuilder
Setting Explanation

Add new template window

Name

What’s the name of the template? Enter a descriptive name so you can easily find the template at a later point in time.
Note: This field is a mandatory field.

Expert mode

Activate (toggle_on) the option if you want to create the template in expert mode.
Note: If you activate the expert mode, the following options Header, Footer and Build from default template are deactivated.

Header

Which header do you want to show in this template? Select a header from the drop-down list (arrow_drop_down).
The list contains all headers that you have already created.

Footer

Which footer do you want to show in this template? Select a footer from the drop-down list (arrow_drop_down).
The list contains all footers that you have already created.

Build from default template

Expand the area (arrow_drop_down) to select one of the default templates and link it with the new template.
Note: In the next step, you can adjust the default template that you select here according to your needs.

Save

Saves the settings.

Area for the template’s content
In this area, you add the language and create the content of your template using widgets and variables. Note the information about line spacing in our FAQ area.

Add

Click on add (Add) to select the language of the template.
Figure 8 shows the list with the languages after you clicked on add.

Enter subject

What’s the subject of your email? Enter the subject in the corresponding language. Note: By default, the language abbreviation is saved as subject. You can adjust the subject at any time.

Save

Saves the settings.

Content and subject
This area is automatically opened.

Subject

You can see the template’s subject here. You can adjust the subject, if needed.
Click on integration_instructions (Show variables) at the end of the line to open the variable list. You can either search for the desired variable using the categories and sub-categories or you enter the variable’s name into the search field. When you click on the desired variable, the corresponding twig expression including the double curly brackets will be inserted in the subject line.
Note: The Subject field is not available for templates of the type Header and Footer.

Edit

At the end of the Content and subject line, click on edit to edit the content of the template and to insert widgets and variables.
The editor area opens and you can edit the content of the template by clicking on the widgets.
Click on css in the toolbar on the top to adjust the custom styles of your template.
Note: The email templates use the multipart format. This means that the emails are sent in an HTML and in a text version at the same time.

Preview

Click on preview Preview at the end of the line Content and subject and select from the Preview format list the option HTML or Plain text. Enter the ID of the order into the Order ID field to fill the preview with real order data. The preview opens in a separate window.

Language settings
In this area, you carry out the language-specific settings of the template. For example, you can link product data sheets or user manuals in the corresponding language with the template and determine the time, date and number formats for each language individually.
Note:* If the template is of the type _Header or Footer, only the field custom language specific styles is available in this section. A subject and static attachments are not available for headers and footers.

Copy

In the tab of the corresponding language, click on more_vert and then on content_copy Copy to copy the content and the language settings of the template for another language.
Note: The content is not translated automatically. You have to add the translation yourself.

Delete

In the tab of the corresponding language, click on more_vert and then on delete Delete. After you have confirmed your decision, the template will be deleted.

Language ID

The ID is shown here. This ID cannot be changed.

Static attachments

This drop-down list provides all attachments that you uploaded before in the Shop » Documents menu. These are, for example, installation guides or product data sheets in the corresponding language. Select (check_box) up to 3 static attachments from the drop-down list.

UPLOAD file_upload

Here, you can upload the attachments directly from your computer without the need to upload them in the Shop » Documents menu in advance.
Note: This drop-down list is not available for templates of the type Header and Footer.

Custom language specific styles

You can adjust the CSS styling of your template, header and footer here. This CSS styling applies specifically to a particular language variant of the template. The Custom styles: Common CSS examples chapter below this table contains some common examples for adjusting the styling of your template.
Tip: Save the settings and open the Preview (preview) to check your entries and to make further adjustments, if needed.

Email meta data

Here you can save meta tags in the <head> element.
For general information about meta tags, refer to this page.

Number format

Select the German or English notation for the number format from the list.

Example: The German notation shows the number formats as follows: 1,25 or 1.000,25. The English notation shows the number formats as follows: 1.25 or 1,000.25.

Number of decimals

Enter a number that defines the number of decimals.

Date format

Select the date format from the drop-down list.

dd represents the day, mm the month and yyyy the year. By default, the date format dd.mm.yyyy is preselected for German systems and the format dd-mm-yyyy for all other languages.
Available formats:

  • yyyy-mm-dd

  • dd.mm.yyyy

  • dd-mm-yy

  • dd/mm/yyyy

  • mm-dd-yyyy

Also note the code examples regarding the date format for the code widget on this page.

Time format

Select the time format from the drop-down list.

hh represents the hour in 12h format, HH represents the hour in 24h format, ii the minutes and ss the seconds. a returns the addition AM or PM depending on the time of day. By default, the time format HH:ii is preselected.
Available formats:

  • hh:ii:ss a

  • hh.ii.ss a

  • hh-ii-ss a

  • hh:ii a

  • hh.ii a

  • hh-ii a

  • HH:ii:ss

  • HH.ii.ss

  • HH-ii-ss

  • HH:ii

  • HH.ii

  • HH-ii

General settings
In the General settings area on the right side of your screen, you carry out the general settings for the template in the corresponding language.

Name

You can see the name here that you have just entered. If needed, you can adjust the name.

Owner

Select the owner from the drop-down list.

Client

Select (check_box) one or multiple clients from the list.
Click on check_box_outline_blank Select all to select all available clients. Click on check_box Deselect all to cancel the selection again.

Header

You can see the header here that you have just selected for the template. If needed, you can select another header.
Important: Make sure to select a header here that has the same language as the template.

Footer

You can see the footer here that you have just selected for the template. If needed, you can select another footer.
Important: Make sure to select a footer here that has the same language as the template.

Dynamic attachments

In this drop-down list all documents are available that you have set up in the Setup » Documents » DocumentBuilder menu.
The option Custom order document refers to the document that you have created in the DocumentBuilder.
If you select the option External documents, all external documents that you have uploaded in the Documents area of the order will be attached to the email template.
Select (check_box) up to 4 dynamic attachments from the drop-down list.

Reply to

Who should receive replies to this email? Enter the email address(es).
Note: When you enter several email addresses, separate them with a comma each.

CC

To whom do you want to send a copy of this email? Enter the email address(es).
Note: When you enter several email addresses, separate them with a comma each.

BCC

To whom do you want to send a blind copy of this email? Enter the email address(es).
Note: When you enter several email addresses, separate them with a comma each.

Hide template in email selection

Select Yes if you want that this template is hidden in the selection for the email service. This means that this template will not be available in any drop-down list in which you can select EmailBuilder templates.
If you select No, this template will be visible in all drop-down lists in which you can select EmailBuilder templates.

Custom template styles

You can adjust the CSS styling of your template, header and footer here. This CSS styling applies globally to all language variants of the template. The Custom styles: Common CSS examples chapter below this table contains some common examples for adjusting the styling of your template.
Tip: Save the settings and open the Preview (preview) to check your entries and to make further adjustments, if needed.

Toolbar

Save

Saves the changes that you have made to the template.

Template usage

Click on assessment to open the Template usage window. Here, you can see in which areas of your system the EmailBuilder template has been used. For further information, refer to this chapter.

5. Custom styles: Common CSS examples

Table 2 lists some common examples to adjust the CSS styling of your template. You can adjust the CSS styling using the following options:

  • in the Language settings section of the template in the Custom language specific styling field

  • in the General settings section in the Custom template styling field

  • by clicking on edit within in the template and then on css

  • in the widget settings in the fields Custom CSS and Custom element ID

warning In order for the CSS styling to be displayed correctly, it has to be surrounded by a class or an element ID.
If you want to save multiple CSS stylings for the template, enter all values one after the other, separated by a semicolon.
Tip: Take a look at the CSS tutorial on this page that comes with illustrative examples.

Expand the following box to see examples.

Positive and negative examples for the CSS styling

Figure 3 shows a positive example for the CSS styling. Here, the class has no name, but only consists of .
*Note: You can see an example of a class with name in Figure 5 further down below in this box.

emailbuilder css positive example without class name
Figure 3. CSS styling: positive example

In contrast to the first image, Figure 4 shows a negative example. Here, the class is missing. This is why CSS styling would not work for the template.

emailbuilder css negative example
Figure 4. CSS styling: negative example

If you have created multiple classes or element IDs and want to use them differently in your templates, we recommend that you always give the class or element ID a name. This makes it easier for you to recognise the correct class later if you want to select it in the widget settings in the Custom CSS class or Custom element ID fields:

emailbuilder custom css class element id

The following two images show the example once with a named class and once with a named ID.
Note: If you enter a name for the class, it always has to start with .. If you enter a name for the ID, it always has to start with #.

emailbuilder css custom class
Figure 5. CSS styling: Own class
emailbuilder css custom id
Figure 6. CSS styling: Own ID
Table 2. Examples: CSS styling
CSS-Styling Explanation

Template width

Enter max-width: in the Custom template styles field followed by the desired width in pixel.
Example: max-width:1200px

Background colour

Enter background-color: in the Custom template styles field followed by the desired HTML colour code.
Example: background-color:#A9F5D0;

Font colour

Enter color: in the Custom template styles field followed by the desired HTML colour code.
Example: color:#A0A1B;

Font size

Enter font-size: in the Custom template styles field followed by the desired font size in pixel.
Example: font-size:20px;

Font weight

Enter font-weight: in the Custom template styles field followed by the desired font weight.
Example: font-weight:700;

Text alignment

Enter text-align:center; in the Custom template styles field if the text should be placed in the middle. Enter text-align:right; if the text should be aligned on the right.

Background image

Enter background-image: url(link_to_image); in the Custom template styles field and replace link_to_image with the corresponding image link to show a background image in your template.

Text frame

Enter e.g. border: 1px solid blue; in the Custom template styles field to insert a blue frame with 1px around the text.

Inner margin

Enter padding:10px; in the Custom template styles field if the margin should be 10px on all sides.
Enter padding: 10px 20px; if the margin should be 10px on the top and bottom and 20px on the left and right sides.

6. Inserting a widget into a template

In the editor, you can find a selection of widgets whose contents are already pre-configured for you. It is possible for some widgets to later insert variables.
The following widgets are available:

  • Two-column layout

  • Three-column layout

  • Text

  • Code

  • Contact address

  • Order address

  • Order items

  • Item list

  • Image

  • If-else widget

For example, you will find in the Order items widget a pre-defined list with the most important variables around the ordered item such as item name, the number of ordered items, the prices, the shipping costs and the total invoice amount. However, you can adjust the content at any time according to your needs and add further column names and individual items.

Proceed as described below to insert one or multiple widgets into your template.

Inserting a widget into a template:

  1. Go to CRM » EmailBuilder.

  2. Expand the folder (chevron_right) that contains the template you want to edit.

  3. Click on the template.

  4. Click on Edit (edit).
    → The editor opens and the widgets are loaded.

  5. Click on the widget on the left side and drag-and-drop it to the shaded area.

  6. Depending on the widget you are using, click on edit or settings and carry out the settings. Note the explanations about the individual widgets and their editing options in Table 3.

  7. Save (save) the settings.

Table 3. Available widgets in the EmailBuilder
Widget Explanation

Two-column layout

Allows to display text in a two-column layout.
For further details about this widget, refer to the Widget: Two-column layout chapter below this table.

Three-column layout

Allows to display text in a three-column layout.
For further details about this widget, refer to the Widget: Three-column layout chapter below this table.

Text

In this widget, you can enter text and use variables. You can also format the text you entered.
For further details about this widget, refer to the Widget: Text chapter below this table.

Code

In this widget, you can insert text in HTML format and use twig expressions. To do so, some basic HTML skills are needed.
For further details about this widget, refer to the Widget: Code chapter below this table.

Contact address

This widget contains data of the contact address. The layout of the address depends on the settings that you saved in the Setup » CRM » Address layout menu.
For further details about this widget, refer to the Widget: Contact address chapter below this table.

Order address

This widget contains data of the order address. The layout of the address depends on the settings that you saved in the Setup » CRM » Address layout menu.
For further details about this widget, refer to the Widget: Order address chapter below this table.

Order items

This widget contains a pre-defined layout for the order items that you can adjust, of course. You can add columns, adjust the column’s width and carry out more settings.
For further details about this widget, refer to the Widget: Order items chapter below this table.

Item list

In this widget, you can enter text and use variables. Note that you can only use variables from the sub-category Order / Order items (only for item list widget) in this widget.
For further details about this widget, refer to the Widget: Item list chapter below this table.

Image

Use this widget to upload images such as your company logo to show it in your email templates.
For further details about this widget, refer to the Widget: Image chapter below this table.

If-else widget

Use this widget to implement if-else conditions.
For further details about this widget, refer to the Widget: If-else chapter below this table.

6.1. Widget: Two-column layout

This is widget is a structural widget. It allows to display text in a two-column layout.

Click on settings to open the settings. You can also determine the relation how the fields are displayed. The following values are available:

  • 50% / 50% (standard)

  • 30% / 70%

  • 70% / 30%

You can insert further widgets in this widget by dragging them to one of the two columns. Insert, for example, an image widget.
Note: In the widget settings, you can use the Custom CSS and Custom element ID fields to adjust your template’s CSS styling yourself. You can find further information and examples in this chapter.

Click on Close settings (close) to close the settings. Click on Delete widget (delete) to remove the widget.

6.2. Widget: Three-column layout

This is widget is a structural widget. It allows to display text in a three-column layout.

You can insert further widgets in this widget by dragging them to one of the three columns. Insert, for example, an image widget.

Click on settings to open the settings. Here, you can remove the widget by clicking on Delete widget (delete). Further settings cannot be carried out in this area. Click on Close settings (close) to close the settings.
Note: In the widget settings, you can use the Custom CSS and Custom element ID fields to adjust your template’s CSS styling yourself. You can find further information and examples in this chapter.

6.3. Widget: Text

You can enter text in this widget and use variables. You can also format the text you entered. To do so, double-click on the word that you want to format to open the editor. For example, you can centre the text or pin it flush left or right and change the font and background colour.

Click on edit to open the list with the variables on the left side of the screen. Use the search function to find the variables or find the appropriate variables by expanding the individual areas (chevron_right). Click on the variable you want to insert. Enter additional text in the widget, if needed.

Click on settings to open the settings. Use the Custom CSS and Custom element ID fields to adjust your template’s CSS styling yourself. You can find further information and examples in this chapter.
Here, you can remove the widget by clicking on Delete widget (delete). Click on Close settings (close) to close the settings.

6.4. Widget: Code

In this widget, you can insert text in HTML format and use twig expressions. To do so, some basic HTML skills are needed.

Click on to open the view.
On the left side of the code editor, you can see the list with the available variables. The difference to the variable list that opens in the text widget, for example, is that the twig expression is automatically inserted into the code editor when you click on the variable.

Click on settings to open the settings. Here, you can remove the widget by clicking on Delete widget (delete). Further settings cannot be carried out in this area. Click on Close settings (close) to close the settings.

Also note the code examples for the code widget on this user manual page.

6.5. Widget: Contact address

This widget contains data of the contact address. The layout of the address depends on the settings that you saved in the Setup » CRM » Address layout menu. This means: The layout in the EmailBuilder is displayed in the same way as the address layout that you defined as the standard address layout in the Setup » CRM » Address layout menu.

Click on settings to open the settings. Select the address type Invoice address or Delivery address from the drop-down list.

Click on Close settings (close) to close the settings. Click on Delete widget (delete) to remove the widget.
Note: In the widget settings, you can use the Custom CSS and Custom element ID fields to adjust your template’s CSS styling yourself. You can find further information and examples in this chapter.

Note: You can find all addresses that are saved for the contact in the contact data record in the Addresses area. The contact’s primary delivery and invoice address are saved in the contact data record in the Primary address area.

6.6. Widget: Order address

This widget contains data of the order address. The layout of the address depends on the settings that you saved in the Setup » CRM » Address layout menu. This means: The layout in the EmailBuilder is displayed in the same way as the address layout that you defined as the standard address layout in the Setup » CRM » Address layout menu.

Click on settings to open the settings. Select the address type Invoice address or Delivery address from the drop-down list.

Click on Close settings (close) to close the settings. Click on Delete widget (delete) to remove the widget.
Note: In the widget settings, you can use the Custom CSS and Custom element ID fields to adjust your template’s CSS styling yourself. You can find further information and examples in this chapter.

Note: You can find all addresses that are saved for the contact in the contact data record in the Addresses area. The contact’s primary delivery and invoice address are saved in the contact data record in the Primary address area.

6.7. Widget: Order items

This widget contains a pre-defined layout for the order items that you can adjust, of course.

Click on settings to open the settings. Select from the Currency settings list whether you want to show the currency symbol (e.g. €) or the ISO symbol (e.g. EUR) in the widget. Select the order item types under Order item types that you want to display in the table.

Use the drop-down list Column value to decide which content is to be shown in the columns and as individual positions.
Enter in the fields Set column width below a value in percent to adjust the table’s column widths.
If you want to change the column name: Enter in the fields Define name each the new name for the column shown.
Click on unfold_more to change the order of the columns shown.
You can immediately see in the preview how the changes affect the table.
Click on add (Add new entry) in the settings to add further columns. Click on Remove entry (delete) to delete the columns from the overview.
Note: In the widget settings, you can use the Custom CSS and Custom element ID fields to adjust your template’s CSS styling yourself. You can find further information and examples in this chapter.

Available columns and individual positions in the table of the “Order items” widget

Available columns:

  • Quantity

  • Article ID

  • Item name

  • Item image

  • Attribute values

  • Barcode

  • Barcode image

  • Unit price (gross)

  • Unit price (net)

  • External variation ID

  • VAT value

  • VAT rate

  • Price (gross)

  • Price (net)

  • Discount (%)

  • Discount (gross)

  • Discount (net)

  • Variation ID

  • Variation name

  • Variation number

  • Availability

  • Order property value

Tip: You can enter a number in percent in the Column width field to determine the column width yourself.

Available individual positions:

  • VAT rates and values

  • Discount (gross)

  • Discount (net)

  • Shipping costs (gross)

  • Shipping costs (net)

  • Value of items (gross)

  • Value of items (net)

  • Open amount

  • Amount paid

  • Invoice amount (gross)

  • Invoice amount (net)

6.8. Widget: Item list

In this widget, you can enter text and use variables. Note that you can only use variables from the sub-category Order / Order items (only for item list widget) in this widget.

Click on edit to open the list with the variables on the left side of the screen. Use the search function to find the variables or find the appropriate variables by expanding the individual areas (chevron_right). Click on the variable you want to insert. Enter additional text in the widget, if needed.

Click on settings to open the settings. Use the Custom CSS and Custom element ID fields to adjust your template’s CSS styling yourself. You can find further information and examples in this chapter.
Here, you can remove the widget by clicking on Delete widget (delete). Click on Close settings (close) to close the settings.

6.9. Widget: Image

Use this widget to upload images such as your company logo to show it in your email templates.

Click on settings to open the settings. You can upload the image, enter the width and height of the image in px or %, enter an alternative text, adjust the styling in CSS format and save the image link.
Important: Always use https for the image link.
Tip: If you want to place the image to a certain position, you can adjust the CSS styling in the field Custom styling, e.g. margin-left: auto; margin-right: 0; display: block; or float:right;display:block;. Further information can be found here and here.

Click on Close settings (close) to close the settings. Click on Delete widget (delete) to remove the widget.
Note: In the widget settings, you can use the Custom CSS and Custom element ID fields to adjust your template’s CSS styling yourself. You can find further information and examples in this chapter.

6.10. Widget: If-else

Use this widget to implement if-else conditions.
Click on settings to open the settings. You can select the following variables here:

  • Client ID

  • Payment method

  • Shipping profile

  • Class

  • Availability

  • Flag

  • Warehouse

  • Order referrer

  • Language

  • Is guest

  • Variation ID

  • Contact ID

  • Order tags

  • Package number list

Depending on which variable you selected in the upper drop-down list, the following operators are available:

  • Is equal to

  • Is not equal

  • Greater than

  • Less than

  • Greater than or equal to

  • Less than or equal to

  • Exists

  • Does not exist

Once you have selected a relational operator, the values available in your system for the variable selected above are available. Select an option from the list.
Note: For the variable Variation ID and the Contact ID, an input field is available, for all other variables a drop-down list. Note:*Neither an input field nor a drop-down list is available for the *Package number list variable. For this variable, you can only select the operators Exists and Does not exist to check whether a package number exists.

Click on Close settings (close) to close the settings. Click on Delete widget (delete) to remove the widget.
Note: In the widget settings, you can use the Custom CSS and Custom element ID fields to adjust your template’s CSS styling yourself. You can find further information and examples in this chapter.

6.10.1. AND condition in the if-else widget

To display an AND logic using if-else widgets, you can nest any number of if-else widgets inside each other. In the following example, the first if-else widget checks whether the value is equal to Guest. In the nested if-else widget, the condition Language equal to German is checked.

In this example, the widget displays a specific text (text widget) if the user is a guest and their language is German.

emailbuilder if else widget and logic

6.11. Showing the preview of the widget

Check the widget by opening the preview.

  1. Go to CRM » EmailBuilder.

  2. Expand the folder (chevron_right) that contains the template for which you want to show the preview.

  3. Click on the template.

  4. Click on Preview (preview).

  5. Select Preview HTML or Preview plain text.
    → The preview opens in a separate window.

  6. Check the widget.

  7. Close the window.

If you are not satisfied with the result, edit the widget.

7. Editing the widget

You can edit the content of the widgets at any time. To do so, proceed as described below.

Note the information about line spacing in our FAQ area.

Editing a widget:

  1. Go to CRM » EmailBuilder.

  2. Expand the folder (chevron_right) that contains the template you want to edit.

  3. Click on the template.

  4. Click on Edit (edit).
    → The editor opens and the widgets are loaded.

  5. Click on settings.
    → The widget settings open – if they are available.

  6. Click on edit - if available.
    → The variables open on the left side.

  7. Use the search function to find the variables or find the appropriate variables by expanding the individual areas (chevron_right).

  8. Click on the variable that you want to show in the widget.
    → The variable is taken to the widget.

  9. Save the settings.

8. Using default templates

Before you created a new folder, you might have recognised the folders Standardvorlagen and Default templates? These folders contain pre-defined templates in German and English language. You can either use the default templates as they are available in your system or you can adjust their content according to your needs.

Besides the content of the email template, the subject is already filled in in a default template. This means that you only have to select the owner, the client and header and footer and fill the fields Reply to and, if needed, also CC and BCC. Also it is possible to adjust the pre-filled subject and attach dynamic and static attachments as well as define the number format, date format and date format and the number of decimals. Also you can hide the template in the selection for the email service.

Switching between multiple templates

If you later edit multiple templates in the editor at the same time, you can use the navigation on the left to switch between the individual templates. The template you have just opened is highlighted in blue at the beginning of the line.
emailbuilder example default template
Figure 7. Example: Default template Order: Shipping confirmation

8.1. Creating a default template

12 default templates in total are available in German and English each in your system. When creating a new template, you can select one of these default templates and adjust it, if needed. Refer to the Available default templates chapter to see which default templates are available and what their subject is.

Creating a default template:

  1. Go to CRM » EmailBuilder.

  2. In the line of the folder in which you want to create a default template, click on more_vert and then on add Add play_arrow.

  3. Click on description Template.
    → The Create new template window opens.

  4. Enter a name for the template.

  5. Select header and footer for the default template from the drop-down list.

  6. Select a default template from the drop-down list Build from default template.

  7. Save (save) the settings.
    → The template is created and opened.

If you do not want to create the default template within a folder, click on the start page of the CRM » EmailBuilder menu in the bottom left on add Add and select description Template afterwards. The template will then be created on the first level and does not belong to a folder.

8.2. Adjusting the default template’s subject

As soon as the default template is created, you can see the prefilled content in the toolbar. Simply click in the line of the subject to adjust it. Click on integration_instructions (Show variables) at the end of the subject line to open the variable list. You can either search for the desired variable using the categories and sub-categories or you enter the variable’s name into the search field. When you click on the desired variable, the corresponding twig expression including the double curly brackets will be inserted in the subject line.

9. Selecting static attachments and adjusting the default template’s styling

In the Language settings area, you can select up to 3 static attachments that you can attach to your email template. Also in this area, you can adjust the custom styles of the template such as the template width and font size and define the number format, date format and time format for your templates.

10. Editing the default template

Besides the language settings where you can select static attachments for your template, for example, you can also adjust the template’s content or the subject by clicking on edit in the Content and subject line.

In the General settings area of the template, select an owner, the client and the header and footer, if not done already. In this area, you can also select up to 4 dynamic attachments and fill the fields Reply to, CC and BCC. Also you can hide the template in the selection for the email service.

11. Available default templates

Would you like to know which default templates are already available in the EmailBuilder and how their subjects are? Simply expand the following area by clicking on expand_more.

Default templates in the EmailBuilder and their subjects

Default templates in the EmailBuilder and their subjects

Table 4. Default templates in the EmailBuilder and their subjects
Name of the template german/english Subject german/english

Auftrag: Status geändert
Order: Status changed

Der Status Ihrer Bestellung mit der Auftrags-ID {{order.id}} wurde geändert
The status of your order with the order ID {{order.id}} has been changed

Auftrag: Versandbestätigung
Order: Shipping confirmation

Versandbestätigung für Ihre Bestellung mit der Auftrags-ID {{order.id}}
Shipping confirmation for your order with ID {{order.id}}

Auftrag: Zahlungseingang vollständig
Order: Incoming payment complete

Zahlung für Auftrag {{order.id}} erhalten
Payment for order ID {{order.id}} received

Auftrag: Zahlungseingang vollständig
Order: Incoming payment not complete

Zahlungseingang - offener Betrag für Auftrags-ID {{order.id}}
Incoming payment - outstanding amount for order ID {{order.id}}

Auftrag: Rechnung PDF-Anhang
Order: Invoice PDF attachment

Rechnung zu Order-ID {{order.id}} vom {{order.formattedDates.createdOn ? (order.formattedDates.createdOn date('d.m.Y')):''}}
Invoice for order ID {{order.id}} from the {{order.formattedDates.createdOn ? (order.formattedDates.createdOn date('d.m.Y')):''}}

Auftrag: Bestellbestätigung
Order: Order confirmation

Ihre Bestellung mit der Auftrags-ID {{order.id}}
Your order with the order ID {{order.id}}

Auftrag: Retoure - Empfangsbestätigung
Order: Return - Receipt confirmation

Wir haben Ihre Retoursendung erhalten
We have received your return delivery

Shop: Neues Passwort erstellen
Shop: Create new password

Ihre angeforderten Zugangsdaten zu unserem Webshop
Your requested login details for our online shop

Anmeldung zum Newsletter
Newsletter subscription

Melden Sie sich für unseren Newsletter an
Subscribe to our newsletter

Anmeldung zum Newsletter - Bestätigung
Newsletter subscription - confirmation

Bestätigung: Anmeldung für unseren Newsletter
Confirmation: Subscription to our newsletter

Amazon-Beispiel
Amazon example

{% if '[WICHTIG]' not in messenger.title %}[WICHTIG] {% endif %}{{messenger.title}}
{% if '[IMPORTANT]' not in messenger.title %}[IMPORTANT] {% endif %}{{messenger.title}}

Here, you can find more useful default templates that you can customise to suit your needs:

More default templates in EmailBuilder with explanation

More default templates in EmailBuilder with explanation

Table 5. More default templates in EmailBuilder with explanation
Name of the template german/english Explanation

Standard-Header
Default header

Example header with an image placeholder and the shop name.

Standard-Footer
Default footer

Example footer with links to the legal notice, the shop page and the terms and conditions.

Amazon-Beispiel
Amazon example

Example template for Amazon communication. The twig expression in the subject verifies that the word ‘Important’ is included, as required by the Amazon marketplace. Otherwise, messages cannot be transmitted.

12. Showing the preview of the template

You can view a preview of your template at any time. This is possible either in HTML format or as plain text. Enter an order ID to fill the preview with real order data. Proceed as follows to open the preview of the template.

Email templates are sent in multipart format

The email templates in the EmailBuilder use the multipart format. This means that the emails are sent in an HTML and in a text version at the same time.
This ensures that your emails can be read by all recipients, even if their email client restricts or completely disables the display of HTML in emails. On the other hand, the HTML versions of your emails that you designed are displayed for the recipients whose email client allows the display of HTML. The advantage for you is that you only have to maintain one email template.

Showing the preview:

  1. Go to CRM » EmailBuilder.

  2. Expand the folder (chevron_right) that contains the template for which you want to show the preview.

  3. Click on the template.

  4. Click on Preview (preview).
    → The Preview window opens.

  5. Select from the drop-down list Preview format the option HTML or Plain text.

  6. In the Order ID field, enter the ID of the order that you want to see a preview of.

  7. Click on preview PREVIEW.
    → The preview opens in a separate window.
    Note: Your system remembers the value of the order ID you entered until the next login or until the browser cache is cleared.

  8. Check the template.

  9. Close the window.

If you are not satisfied with the result, edit the content of your template.

13. Searching for a template

In order to search for specific templates, enter a search term in the search fields. You can enter multiple search terms into the search fields at once. This makes your search run quicker and more accurate.

Searching for a template:

  1. Go to CRM » EmailBuilder.

    • Alternative 1: Enter a value in the search field and select the appropriate filter from the suggestion list. Example: If you enter a number, the possible filters with this ID will be suggested such as for example the template ID.

    • Alternative 2: Click on tune to narrow down the search results with filters.

  2. Note the explanations about the filters in Table 6.
    Tip: You can enter multiple search terms into the search fields at one time. This makes your search run quicker and be more accurate.

  3. Click on search Search.
    → The templates that correspond to the search criteria entered are shown in the overview.

Table 6. Available filters for the template search
Filter Explanation

ID

Enter an ID to search for the template with this exact ID.

Language

Select (check_box) a language from the drop-down list to only search for templates that were created in this language. You can select one or multiple languages.

Name

Enter a name to search for templates with this name.
Note: If you have already created “old” templates in the past in the Setup » Client » [Select client] » Email » Templates menu, you can use this field to search for the ID of the old template. During the migration, the old ID of the template has been written in brackets behind the name.

Client

Select (check_box) a client from the drop-down list to only search for templates that were created for this client.

Type

Select (check_box) a type from the drop-down list to only search for templates with this template type. You can select one or multiple types.
Available options: Template, Header, Footer and Text block.

Expert mode

Select Yes to only search for templates that have been created in expert mode. Select No to only search for templates that have not been created in expert mode.

Owner

Select (check_box) an owner from the drop-down list to only search for templates that were created for this owner.

replay

Resets the selected filter criteria.

search SEARCH

Starts the search. → The templates that correspond to the search criteria are displayed.
Tip: Don’t choose any filters if you want to see all of the templates in the overview.

14. Moving a template

You can move your templates to another folder at any time. To do so, proceed as described below.

Moving a template:

  1. Go to CRM » EmailBuilder.

  2. Expand the folder (chevron_right) that contains the template you want to move.

  3. In the line of the template, click on more_vert and then on open_with Move.
    → The Move window opens.

  4. Select the target folder.

  5. Click on open_with Move.
    → The template is moved to the selected folder.

15. Editing a template

The following instruction describes how to edit templates in general. The procedure is thus identical for editing all templates, i.e. also editing the templates that you created for the header and the footer.

Switching between multiple templates

If you later edit multiple templates in the editor at the same time, you can use the navigation on the left to switch between the individual templates. The template you have just opened is highlighted in blue at the beginning of the line.

Editing a template:

  1. Go to CRM » EmailBuilder.

  2. Expand the folder (chevron_right) that contains the template you want to edit.

  3. Click on the template.

  4. Carry out the changes. Note Table 1.

  5. Save (save) the settings.

Besides the language settings where you can select static attachments for your template, for example, you can also adjust the template’s content or the subject by clicking on edit in the Content and subject line.

In the General settings area of the template, select an owner, the client and the header and footer, if not done already. In this area, you can also select up to 4 dynamic attachments and fill the fields Reply to, CC and BCC. Also you can hide the template in the selection for the email service.

16. Adjusting the template’s subject

As soon as the template is created, you can see the template’s language in the toolbar. Simply click in the line of the subject to adjust it. Click on integration_instructions (Show variables) at the end of the subject line to open the variable list. You can either search for the desired variable using the categories and sub-categories or you enter the variable’s name into the search field. When you click on the desired variable, the corresponding twig expression including the double curly brackets will be inserted in the subject line.

17. Selecting static attachments and adjusting the template’s styling

In the Language settings area, you can select up to 3 static attachments that you can attach to your email template. Also in this area, you can adjust the custom styles of the template such as the template width and font size and define the number format, date format and time format for your templates.

18. Adding a language to the template

emailbuilder new language
Figure 8. Adding languages to a template

You can add the following languages to your template, your header and your footer:

  • Fallback

    • Select Fallback if you use your company logo in the header only and therefore don’t need to take into account any content-related adjustments or a translation to another language.

  • Bulgarian

  • Chinese

  • Danish

  • German

  • English

  • Estonian

  • Finnish

  • French

  • Irish

  • Italian

  • Croatian

  • Latvian

  • Lithuanian

  • Dutch

  • Norwegian

  • Polish

  • Portuguese

  • Romanian

  • Russian

  • Swedish

  • Slovakian

  • Spanish

  • Czech

  • Turkish

  • Hungarian

  • Vietnamese

Let’s assume, you have created a shipping confirmation in English and added widgets and variables. Now, you want to create this shipping confirmation also in French for your French-speaking customers. The quickest way is to copy the template and adjust the translation afterwards. How to proceed in this case is described in the Copying a template chapter.

Important: Add header and footer in the corresponding language

If you created a template in multiple languages, remember to create also the header and footer in these languages and to link them with the template. Otherwise, the template cannot be sent.

19. Copying a template

You want to copy an existing template to save time when creating a new template with similar content? To do so, proceed as follows.

Before copying the template, carry out the settings in the General settings area. The advantage of this sequence is that you also copy the settings themselves and not only the template content. Thus, you don’t need to carry out the settings for the other templates again.

Copying a template:

  1. Go to CRM » EmailBuilder.

  2. Expand the folder (chevron_right) that contains the template you want to copy.

  3. In the line of the template that you want to copy, click on more_vert and then on content_copy Copy.
    → A new window opens.

  4. Enter the subject of the copied template in the selected language.

  5. Select in the folder structure under Target the target folder that you want to use to save the template in.

  6. Click on content_copy Copy.
    → The template is copied and opened.

  7. Ajdust the subject.

  8. Now edit the copied template according to your needs and adjust the translation.

20. Deleting a template

Proceed as described below to delete templates. Only the assembled template will be deleted but not the components contained in it such as the header and footer.

Deleting a template:

  1. Go to CRM » EmailBuilder.

  2. Expand the folder (chevron_right) that contains the template you want to delete.

  3. In the line of the template that you want to delete, click on more_vert and then on delete Delete.
    → A window opens and you need to confirm your decision.

  4. Click on delete Delete.
    → The template is deleted.

21. Removing a language from the template

Proceed as described below to remove a certain language from the template.

Removing a language from the template:

  1. Go to CRM » EmailBuilder.

  2. Expand the folder (chevron_right) that contains the template from which you want to remove a language.

  3. Click on the template.

  4. Click on more_vert and then on delete Delete at the top of the template’s tab whose language you want to remove.
    → A window opens and you need to confirm your decision.

  5. Click on delete Delete.
    → The language is removed from the template.

22. Viewing the template usage

Here, you can see with one click in which areas of your system the EmailBuilder template has been used.

The following filters are available:

  • Email accounts assistant - Automatic despatch

  • Messenger inbox

  • Messenger automation

  • Order event

  • Order procedure

  • Process

Viewing the template usage:

  1. Go to CRM » EmailBuilder.

  2. Expand the folder (chevron_right) that contains the template from which you want to remove a language.

  3. Click on the template.

  4. Click at the top on assessment (Template usage).
    → The Template usage window opens. The overview lists the location in the system in which the template has been used as well as the template’s name and whether the template is active or not.

  5. Use the filters (tune) Location/Type and Is active to narrow down the search results.
    Tip: Click on the respective line in the search results to be forwarded directly to the corresponding menu.

  6. Click on Close to close the window again.

23. Using the email service

Use the email service to manually send email templates. You can use the email service in the following user interfaces:

23.1. Filter options in the email service

Table 7 lists the available filter options in the email service.

Table 7. Filter options in the email service
Filter Explanation

Owner

Select an owner from the list to only show templates that are assigned to this owner.

Client

Select a client from the list to only show templates that are assigned to this client.

ID

Enter the ID of the template to only show the template with exactly this ID.

Name

Enter the name of the template to only show the template with exactly this name.
You can also search for parts of the name.

Sort by

Select an option from the list to specify the criteria according to which the templates found should be sorted.
Available options: Created at, ID, Name.

Sorting order

Select whether the templates found should be shown in ascending or descending order based on the creation date, ID or name.

23.1.1. Saving the current filter

When you start a search in the email service, your selected filters are displayed up top as so-called “chips”. You can save these filters to apply them again more quickly and easily in the future.

Saving the current filter:

  1. Start a search.

  2. Click on Saved filters (bookmarks).

  3. Click on bookmark_border Save current filter.

  4. Enter a name for the filter.

  5. Decide whether

    • this filter should be set as default filter (toggle_on)

    • this filter should be created for all users (toggle_on).

  6. Click on SAVE.
    → The filter now appears under Saved filters (bookmarks).

Use drag-and-drop to arrange the filters in a specific order by clicking on Move (drag_indicator). Click on delete to delete a filter.

23.1.2. Applying saved filters

Proceed as follows to apply an already saved filter for the search.

Applying saved filters:

  1. Click on Saved filters (bookmarks).

  2. Click on a filter that you have already created.
    → The search is started and the filter settings are displayed up top as so-called “chips”.

23.1.3. Setting a default filter

To make sure that you don’t have to select a filter that you use quite often from the list of your saved filters every time when opening the email service, you can set a created filter as default filter. Every time when you open the email service, this filter will be automatically applied.

You can set the filter as default filter directly when creating it as described in Saving the current filter or you can set the filter as default in the overview afterwards.

Click in the line of the saved filter on star_border Set as default. If you want to set another filter as default filter, deactivate the currently selected default filter by clicking on star Do not use as default.

23.2. Adding a template to favourites

If you have found the correct template by means of the filters, you can add them to the favourites. To do so, click on star Add to favourites. The template then appears also in the favourite’s folder (folder_special) at the top.
To remove a template again from the favourites, click again on star Remove from favourites.

23.3. Using the email service in the order

You can use the email service both in the order itself and via the group function in the order overview. Also you can see the email templates already sent in the history.

23.3.1. Sending an email template using the email service in the order

In the order in the Orders » Orders menu, use the button email (Email service) to send specific email templates and also view the email templates that have already been sent in the history.

Proceed as described below to send an email template in the order using the email service.

Sending an email template using the email service in the order:

  1. Go to Orders » Orders.

  2. Search for the order by means of the filter settings. Note the explanations about the filters on the Searching for orders page.
    → The orders that correspond to the entered search criteria are shown.

  3. Click on the order ID to open the data record.

  4. In the toolbar at the top, click on email (Email service).
    → The Email service window opens.

  5. In the Template area, select an option from the drop-down list Recipient type.

  6. Select a language from the drop-down list Template language.
    Note: The language from the order is automatically preselected.

  7. Use the filters to search for the appropriate EmailBuilder template. Note the explanations about the filters in the Filter options in the email service sub-chapter.
    → The templates that correspond to the search criteria entered are shown. Or: The folders that contain the templates that correspond to the search criteria entered are shown.

  8. Click on the template.

  9. Click on the right-hand side in the Preview area on preview LOAD TEMPLATE to show the template’s preview.
    Note: Also the email account, recipient, subject and, if available, attachments, are shown.
    Tip: Next to the recipient, click on more_vert to add the CC and BCC fields.

  10. If desired, add further attachments by clicking on attach_file.

  11. Use the editor’s formatting options, if desired. Click on code (Code view) to edit the template’s content in HTML source code.

  12. Click on send SEND to send the template to the recipients entered.

23.3.2. Viewing sent email templates in the order

Use the history in the email service to view all email templates that have been sent for an order.

Viewing sent email templates in the order:

  1. Go to Orders » Orders.

  2. Search for the order by means of the filter settings. Note the explanations about the filters on the Searching for orders page.
    → The orders that correspond to the entered search criteria are shown.

  3. Click on the order ID to open the data record.

  4. In the toolbar at the top, click on email (Email service).
    → The Email service window opens.

  5. Click on the History tab.
    → In the sending history, you can see the type, order ID, date and time when the template was sent, recipient, template name and template ID.

23.4. Using the email service via the group function in the order overview

Proceed as described below to send an email template using the group function in the order overview.

Using the email service via the group function in the order overview:

  1. Go to Orders » Orders.

  2. Search for the orders by means of the filter settings. Note the explanations about the filters on the Searching for orders page.
    → The orders that correspond to the entered search criteria are shown.

  3. Select (check_box) the orders that you want to send an email template to.

  4. In the toolbar at the top, click on email (Send email).
    → The*Email service* window opens.
    → In the Templates area, you can see the order IDs that you have just selected.

  5. Select an option from the drop-down list Recipient type.

  6. Select a language from the drop-down list Template language.

  7. Use the filters to search for the appropriate EmailBuilder template. Note the explanations about the filters in the Filter options in the email service sub-chapter.
    → The templates that correspond to the search criteria entered are shown. Or: The folders that contain the templates that correspond to the search criteria entered are shown.

  8. Click on the template.

  9. Click on send SEND.

23.5. Using the email service via the group function in the contact overview

Proceed as described below to send an email template using the group function in the contact overview.

Using the email service via the group function in the contact overview:

  1. Go to CRM » Contacts.

  2. Search for the orders by means of the filter settings. Note the explanations about the filters on the Searching for a contact page.
    → The contacts that correspond to the search criteria entered are displayed.

  3. Select (check_box) the contacts that you want to send an email template to.

  4. Click in the toolbar at the top on email (Send email template).
    → The*Email service* window opens.
    → In the Recipient field, you can see the names of the contacts that you have just selected.

  5. Select a language from the drop-down list Template language.

  6. Use the filters to search for the appropriate EmailBuilder template. Note the explanations about the filters in the Filter options in the email service sub-chapter.
    → The templates that correspond to the search criteria entered are shown. Or: The folders that contain the templates that correspond to the search criteria entered are shown.

  7. Click on the template.

  8. Click on send SEND.

23.6. Using the email service in the Messenger

You can use the email service both in a new conversation and in a reply message.

23.6.1. Using the email service in a new Messenger conversation

Use the email service to send an email template in a new Messenger conversation. To do so, proceed as follows.

Using the email service in a new Messenger conversation:

  1. Go to CRM » Messenger.

  2. In the top left corner, click on addNew conversation.

  3. Enter a value in the Recipient field and select the appropriate value from the suggestion list.
    Example: If you enter a number, possible receivers with this order ID or contact ID will be suggested. Also the external order ID and the external number that is saved in the contact details will be taken into account here.

  4. Select a group from the drop-down list.

  5. Enter the subject of the message in the Subject field.

  6. Select the inbox from the drop-down list.

  7. Click on preview (Template overview) at the bottom of the toolbar.
    → The Email service window opens.

  8. Select a language from the drop-down list Template language.

  9. Use the filters to search for the appropriate EmailBuilder template. Note the explanations about the filters in the Filter options in the email service sub-chapter.
    → The templates that correspond to the search criteria entered are shown. Or: The folders that contain the templates that correspond to the search criteria entered are shown.

  10. Click on the template.

  11. Click on preview LOAD TEMPLATE.
    → The template is loaded in the text field.

  12. Use the editor’s formatting options, if desired. Click on code (Code view) to edit the template’s content in HTML source code.

  13. Click on forward_to_inbox SEND at the bottom right.

23.6.2. Using the email service in the Messenger reply message

Use the email service to send an email template in an existing Messenger conversation. To do so, proceed as follows.

  1. Go to CRM » Messenger.

  2. Search for the conversation that contains the message you want to reply to by means of the filter settings. Note the explanations about the filters on the Messenger page in the Searching for a conversation in the Messenger chapter.

  3. Open the conversation.

  4. Click on the message you want to respond to.

  5. Click on preview (Template overview) at the bottom of the toolbar.
    → The Email service window opens.

  6. The Recipient field shows the recipient that should receive the message.

  7. Select a language from the drop-down list Template language.

  8. Use the filters to search for the appropriate EmailBuilder template. Note the explanations about the filters in the Filter options in the email service sub-chapter.
    → The templates that correspond to the search criteria entered are shown. Or: The folders that contain the templates that correspond to the search criteria entered are shown.

  9. Click on the template.

  10. Click on preview LOAD TEMPLATE.
    → The template is loaded in the text field.

  11. Use the editor’s formatting options, if desired. Click on code (Code view) to edit the template’s content in HTML source code.

  12. Click on forward_to_inbox SEND at the bottom right.