Email Templates

The Email Templates feature in Yola allows you to create, edit, and manage email templates for communication with customers. These templates can be customised for various purposes, such as customer support responses, promotional messages, or system notifications.

This guide explains how to create, edit, and manage your email templates, including importing HTML for advanced customisation.

Access Your Email Templates

You'll find all your email templates under Company Settings, follow the steps:

1. Navigate to the Company Settings section by clicking on your profile in the bottom-left corner of the screen and selecting Company Settings.

2. In the settings menu, select Email Templates to open the templates management page.

Create a New Email Template

1. Click the + Add Template button at the top of the page.

2. Fill in the following fields:

   1. Name: Provide a descriptive name for the template (e.g., "Welcome Email" or "Password Reset").

   2. Subject: Enter the email subject line.

   3. Body: Use the editor to write the email content. You can use the rich text editor to format the email as needed (e.g., bold text, links, lists). You can also add variables by clicking the {} icon at the bottom of the text area.

3. Save your changes by clicking Save Template.

Edit an Existing Template

1. Locate the template you want to edit in the list of existing templates.

2. Click the pencil icon next to the template name to open it for editing.

3. Make the necessary changes to the name, subject, or body of the email.

4. Click Save Template to apply your changes.

Import HTML for Advanced Templates

If you already have an HTML email design, you can import it into Yola:

1. Click the Import HTML button.

2. Upload your HTML file or paste the HTML code directly into the provided editor.

3. Once the HTML is imported, preview the email to ensure it looks correct.

4. Save the template by clicking Save Template.

Send Emails Automatically When Tickets Are Created

By linking an email template to a Create Ticket action in a chatbot intent, you can ensure that customers receive prompt, personalised email communication whenever a ticket is generated.

1. Access the Chatbots Module

2. Select the desired chatbot from the dropdown menu at the top of the page.

3. Open the Intents Section

4. Create a new intent or edit an existing one

   1. Create a New Intent: If you need a new workflow for ticket creation, click the + Create Intent button and set up a new intent with a Create Ticket action.

   2. Edit an Existing Intent: If you already have an intent with a ticket creation action, locate it in the list and click on it.

5. In the selected intent, locate the Create Ticket action in the workflow editor and click on it to open the configuration options.

6. Attach an Email Template: In the Create Ticket action configuration:

   1. Locate the Send Email toggle and enable it.

   2. Use the dropdown menu to select the email template you want to send automatically when the ticket is created. If no templates are visible, ensure you have created email templates in the Company Settings (refer to the Email Templates guide for details).

1. Test the Setup

   1. Save the changes to the intent and test the chatbot workflow to ensure the email is sent correctly when a ticket is created.

   2. You can test this by interacting with the chatbot or using the Test button in the chatbot's Setup section.

Delete a Template

To remove an email template, click the trash icon next to the template you want to delete. Confirm the deletion in the pop-up dialogue box.

Tips for Creating Effective Email Templates

• Use Variables: Insert placeholders like {customer.name} or {ticket.id} to personalise your emails. Variables will automatically populate with the appropriate data when the email is sent.

• Test Templates: Always preview and test your email templates to ensure they look good on different devices and email clients.

• Customise for Your Brand: Use your company’s logo, colours, and tone of voice to maintain consistency with your branding.

This process ensures your email communication is professional, efficient, and aligned with your customer support goals.