Email templates

Why this matters

An email template is a pre-built message you reuse for repeated situations: confirming an order, reminding the customer a signature is missing, sending the support outcome, sending the initial quote. Templates save time and keep the message consistent — every sales rep sends "the welcome email" the same way.

This page covers how to use existing templates. To create a new one, see Email templates (creation) in Part 6.

Apply a template when composing an email

1. Compose a new email (from the inbox or from a record).
2. In the form, open the Template selector (usually at the top or as a toolbar button).
3. Pick the template from the catalog.
4. ZaazCRM fills in the subject and body automatically, substituting the variables (customer name, quote folio, amount) with real data.
5. Review the result, adjust what you need, and Send.

Variables and why they matter

Templates use placeholders like {contact_name}, {quote_folio}, {company}, {responsible_rep}. When you apply the template, those placeholders are replaced with the data from the record you're working on.

For example, a template with body:

Dear {contact_name},

I'm sending you quote {quote_folio} for the services requested...

becomes:

Dear María García,

I'm sending you quote PRE158 for the services requested...

If any variable isn't substituted (stays as {something} in the final email), the template is broken or the record is missing that data.

Templates with attachments

Some templates come with pre-included attachments (for example, a "Send quote" template may attach the PDF automatically). Review the attachments before sending.

Multilingual templates

If your company serves customers in several languages, there's usually one template per language: "Bienvenida ES", "Welcome EN". When composing, pick the one for the customer's language.

Edit the message after applying the template

The template is a starting point, not a straitjacket. After applying it you can:

• Remove or add paragraphs.
• Change the greeting based on the tone you have with the customer.
• Adjust tone based on context.

Don't edit the template itself from the email — only the message you're composing.

Watch out for

• Read before sending. Variables are reliable but not infallible. If the lead's "Responsible rep" field is misassigned, the signature may show the wrong name.
• Don't reuse templates for sensitive situations. A response to a complaint deserves a personal email, not the same template you send to everyone. Templates are for routine.
• If a template is outdated, report it. If you find dated text (for example, it mentions a product you no longer sell), ask your administrator to update it.

Where to next

• Chat — real-time internal communication.
• In Part 6 (Administration), how to create and maintain templates.