Email Template User Guide
Overview
The Email Templates Library is a place where you can quickly creating and centrally managing email templates. Design personalized templates for different scenarios (e.g., promotions, order confirmations, post-purchase follow-ups) and link them directly to automation rules for precise delivery.
Key Benefits ✅
✅ Reduce Repetitive Work: Cut email editing time by 80% with one-click template access.
✅ Multi-Scenario Flexibility: Cover marketing campaigns, customer service, and order fulfillment with tailored templates.
User Guide
Getting Started
Path: Customer Service > Customer Service Management > Templates Library → Click + New Template (top-right corner).
Step 1: Choose Creation Method
Select from two options:
- AI-Generated Templates: Enter your scenario requirements (in any language), and AI will generate a complete email with variables.
- Manual Creation: Paste or type existing template content directly.
Prompt Tips
Using Formula: Scenario Type + Key Info + Tone
Example: "Send Payment reminder email for new North American customers, including order amount variable, polite but urgent tone"
After inputting your prompts, select the target language (e.g., English (US)) and then click Generate.
Step 2: Insert System Variables
AI generates Subject and Body with relevant order variables. Then auto-populate with real data during sending.
- To add more variables: Click Insert Variable → Copy/paste into desired locations.
System Variables Reference
| Variable Name | Description | Example Value |
|---|---|---|
| [Channel Return #] | Channel Return ID | RET-2023-78901 |
| [Return Type] | Service Type | Refund |
| [Return Reason] | Return Reason | Ordered wrong item |
| [Refund Amount] | Refund Amount | $49.99 |
| [Return Request Date] | Return Request Date & Time | Nov 20, 2024 10:30 AM PDT |
| [Order Channel] | Sales Channel | Amazon |
| [Store Name] | Store Name | FashionHub |
| [Buyer Name] | Buyer Name | Emily Johnson |
| [Channel Order #] | Channel Order ID | ORD-2023-56789 |
| [Order Date] | Order Date & Time | Nov 10, 2024 09:23 AM PDT |
| [Order Status] | Order Status | Shipped |
| [Order Amount] | Order Total Amount | $129.99 |
| [Shipping Address] | Delivery Address | 450 Main St, Boston |
| [Order Item Title] | Ordered Product Title | Women's Running Shoes |
⚠️ Critical Rules
- Variable Name must match exactly (including spaces/symbols like#).
- Use original names only ([Channel Return #]≠CRN).
- Case-sensitive ([Buyer Name]≠[buyer name]).
Step 3: Attach File & Save Template
Click Attach File (see arrow below). Then verify template content and enter a Template Name. Lastly, click Save.
Attachment Rules
① Size Limits
- Multiple attachments allowed.
- Total size ≤ 10 MB.
② Supported Formats
| File Type | Format |
|---|---|
| Text | .txt |
| Word | .doc, .docx |
| Images | .jpg, .jpeg, .gif, .tiff, .bmp, .png |
Viewing Template Details
From the Template Library homepage, click any template name to view/edit details. You may also filter by System Templates (preset templates for common scenarios).
Editing & Deleting Templates
- System Templates: View/copy only (no edits/deletion).
- Custom Templates:
- Edit: Click Edit → Adjust content → Save.
- Delete: Click Delete → Removes template and disables linked automation rules.
FAQs
Q1: How to adjust AI-generated templates if not satisfied with the generation results?
A1: Edit Subject/Body/Variables manually, or you can refine your prompt and regenerate.
- Tip:
Scenario + Key Data + Tone(e.g., "German return confirmation, B2B client, include refund amount, formal tone").
Q2: Which languages are supported?
A2: 15 languages are supported, including English (US/UK), French, German, Spanish, Italian, Japanese, Malay, Vietnamese, Thai, Indonesian, Portuguese, Russian, Simplified Chinese, Traditional Chinese. Please always verify accuracy – especially currency symbols ($, €, ¥) – before sending.
- Need more languages? Contact Support.
Q3: Can I create custom variables?
A3: Only preset system variables (e.g., [Order Amount]) are available.
- Request new variables via Support.
Q4: Can one template handle multiple languages?
A4: No. Please create separate templates per language (e.g., "Order Confirmation_EN" / "Order Confirmation_DE").
Q5: How to link templates to automation rules?
A5: When creating a rule:
① Set Action to "Send Email Using Template".
② Select your scenario-specific template (e.g., "Payment Reminder").
③ Ensure variables match your rule’s data source.