Editing email templates - merge tags, links and conditional content

Accessing email templates

Only admins can change email templates on the system and a list of the templates used can be found under Settings > Emails tab. Here each of the automated email templates are listed. Click into each of the templates which will open the text editor. 

If you wish to create a complex custom design please see the article on Creating custom email templates.

Merge tags

The templates support merge tags which enable content to be personalised at sending time. Merge tags are in the format: ${tagname}

The merge tags available to use within each template depends on whether it's a user template or a guest template, so please refer to the list of tags within the editor.

Adding website links and email addresses

When you type a URL or an email address, the editor will automatically convert these into links. If required, you can override this by editing the source code (View menu > Source code).

If you would like to create a user friendly link with descriptive text that links off to the site (for example: Visit Google Now) then you can select the text to make into the link then click the link icon (two interlinked chains) and define the URL.

Creating links using merge tags

If you want to create a user friendly link and combine it with one of the merge tags, then you will need to use a custom syntax. For example:

To create a link directly into a ticket request:

[${linktoorder}|View ticket request]

To create a guest invitation accept link:

[${guestacceptlink}|Accept invitation]

To create a guest invitation decline link:

[${guestdeclinelink}|Sorry I cannot make it]

Applying guest accept & decline links to custom buttons

If you have created a custom guest invitation template, for example with custom guest accept / decline links, you can add the merge tags within the href attribute of your anchor tag.

For example to create a custom accept button:

<a href="${guestacceptlink}"><img src="accept-button.jpg></a>

Conditional content

Conditional content is a powerful tool to show different content to users in different scenarios. There are 8 different tags supported

• venue - display different content by venue; useful for displaying specific travel information
• tickettype - display different content by ticket type; for example, VIP tickets versus general admission
• category - display different content based on the category the event or asset sits in
• toplevelcategory - display different content based on the top level category the event or asset sits in (if the event or asset sits within a top level category then category and toplevelcategory will be the same value)
• userdivision - display different content based on user division; for example, different content by global region or department, such as compliance or travel information
• userrole - display different content based on internal user role i.e. Administrator, Approver, User
• requesterrole - display different content based on requester's user role i.e. Administrator, Approver (the requester may be different from the user if the 'request on behalf of' feature was used)
• guestsenabled - display different content in emails depending on whether guest capture is enabled for the event.

Implementing conditional content & examples

Showing additional content where VIP guests are being entertained and they have a specific ticket type:

[IF tickettype IS 'VIP Ticket']Please arrive 3 hours before the event for the VIP lunch.[/IF]

Showing content specific to an event type or commercial partnership:

[IF category IS 'FIFA World Cup']Tickets will be distributed via the app 6 weeks before the event.[/IF]

Showing content to users in a specific region:

[IF userdivision IS 'Europe']For GDPR compliance, please ensure your guests have seen and agreed to our Privacy Policy.[/IF]

Showing content to all users except those with general admission tickets (use of IS NOT):

[IF tickettype IS NOT 'General Admission']Your event host will meet you to distribute tickets for your VIP guests.[/IF]

Showing content where guest details are being captured (possible values IS 'true' or IS 'false):

[IF guestsenabled IS 'true']We require your guest names and email addresses minimum 30 days prior.[/IF]

Saving and testing templates

Before saving changes be sure to use the Send Test Email to me feature which will send the template to your inbox to ensure the changes made appear as desired. Finally ensure you click Save Changes upon completion.