Mail Templates

Mail templates are pre-written HTML body texts that correspondence authors can load when composing a new item. Templates eliminate repetitive drafting for standard correspondence types — RFI acknowledgements, NCR notifications, site instruction covers, and similar recurring formats.

Template scopes

Scope	Who creates it	Visible to
Organisation	Org Admin	All members across all projects
Project	Project Admin	Members of that project only
User	Any member	That member only

If multiple templates share the same name at different scopes, the more-specific scope takes precedence (User > Project > Organisation).

Creating a mail template

1. Go to Settings → Mail → Templates (org-level) or Project Settings → Mail → Templates (project-level). For a personal template, go to your User Profile → Templates.
2. Click New Template.
3. Fill in the fields:

Field	Required	Description
Name	Yes	Internal label (e.g. "RFI Acknowledgement — Standard")
Scope	Yes	Organisation, Project, or User
Body	Yes	The template body text — supports full HTML. Use {{placeholder}} syntax for variable fields (filled in by the author at compose time).
Default	No	Mark as the default template. When composing, this body is pre-loaded automatically.

4. Click Save.

Writing effective templates

HTML support

Template bodies use HTML. Structure content with headings, paragraphs, numbered lists, and bold text to match your organisation's correspondence style:

<p>Dear {{Recipient Name}},</p>

<p>We acknowledge receipt of your <strong>Request for Information (RFI)</strong> 
referenced <strong>{{RFI Number}}</strong> dated <strong>{{Date}}</strong>.</p>

<p>We are reviewing the request and will respond by <strong>{{Response Due Date}}</strong>.</p>

<p>Please do not hesitate to contact us should you require further assistance.</p>

Placeholder convention

Use {{Field Name}} anywhere in the body to mark fields the author must fill in before sending. These are not automatically resolved — they are visual reminders. The author replaces them in the rich text editor before sending.

Best practice

Keep placeholders short and descriptive. {{Recipient Name}} is clearer than {{name}}. Provide a list of expected placeholders in the template description so authors know what to fill in.

Setting a default template

Only one template per scope can be marked as Default. When composing a new correspondence item, the system loads the default template body. The author can switch templates at any point during drafting without losing their changes (they are prompted to confirm the switch).

If no default template is set, the composition body starts empty.

Using templates when composing

When composing, the Template selector appears in the composition panel toolbar.

1. Click Load Template.
2. Select a template from the list (personal templates appear first).
3. The body updates with the template content.
4. Replace any {{placeholders}} with the appropriate values.
5. Add the signature and send as normal.

If you have already typed in the body, the system warns you before replacing it with the template content.

Editing and deleting templates

• Edit: Open the template → update the body or name → Save. Sent correspondence items store a snapshot of the body at send time — editing the template does not retroactively change sent items.
• Delete: Templates in active use can be deleted, but they will no longer appear in the template selector for future compositions. Sent items are unaffected.

What's next

• Mail Signatures — manage sign-off blocks appended to correspondence
• Mail Type Configuration — control which types are available and their numbering
• Composing Correspondence — full composition workflow