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Guides > Setting Up Email Templates

Setting Up Email Templates

Email templates are applied against messages sent out from Halo.

These are set on action level so that you can have different templates for different occasions (e.g. replying vs closing, approval emails or sending quotes).


If you are utilising multi-brand functionality, Halo will take the brand email overrides - so the branding will be correct. To read more about multi-brand, please see the following guide.


Email templates generally heavily utilise $-variables. These are used to pull pieces of information automatically onto the email (such as the content of the reply, the agent responding and the team).


Note: Any variable written in this guide is written with a hyphen between the $ sign and the word. This is so there is no replacement of them if this guide is shared through any Halo action. When used, they should be used without a hyphen (-).


In Halo the $-variable you will see in email templates and action field default values can be used in any action. This includes private, public, hidden, system and quick actions. They are perhaps the quickest way of displaying information relevant to the ticket in an action.


Within Email Templates


Head to Configuration > Email, scroll down to the 'Outgoing Email' header and click 'Email Templates' and select a template to edit. Click 'Edit' in the top left of this screen and scroll down to the text boxes.



In the edit screen there is a link above the summary field takes you to the $-variable list.


Similar to above, inputting a variable in one of these templates will replace the variable name with information attached to the dataset of the ticket.


Adding these is similar, detailed below:


  1. Pick the information you wish to add into the email
    • Custom fields are included, use $-CF___ with the field name replacing the underscores.
  2. Add the variables into the Summary or Email body box in any format/font you require, including tables.
  3. Save the template.

Now whenever an agent performs an action that sends an email using this template, the $-variables will be replaced by the information relevant to the variable used. 





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