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Templates

Manage email templates used for system notifications, conversation alerts, and authentication emails.

Overview

The Templates section currently provides Email Templates — customizable HTML email templates for system-generated notifications. These templates control the content and appearance of emails sent for conversation flags, message dislikes, and widget authentication.

Templates are managed under Settings > Templates > Email Templates.

Email Templates

Email Templates List

The Email Templates page displays all configured templates:

Column Description
Type The template type (e.g., Dislike Template, Conversation Flag Template)
Subject The email subject line. Supports {{bot.name}} placeholder
Created On Date and time the template was created
Actions Edit, Delete

One Template Per Type

Only one template of each type can exist per workspace. If you try to create a duplicate, you'll be prompted to update the existing template instead.

Template Types

Email Template Type Dropdown

Template Type Purpose
Authentication Template Email sent to users for widget Internal Authentication (contains login code)
Dislike Template Notification sent when a user dislikes an agent message
Conversation Flag Template Notification sent when a conversation is flagged for review
Conversation Flag Update Template Notification sent when a flagged conversation is updated
Conversation Flag Resolve Template Notification sent when a flagged conversation is resolved

Creating an Email Template

Email Template Create Form

  1. Navigate to Settings > Templates > Email Templates
  2. Click "Create Email Template"
  3. Select a Template Type from the dropdown
  4. Enter the Subject line (supports {{bot.propertyName}} for dynamic agent data)
  5. Write the Body in HTML format (see placeholders below)
  6. Click "Save"

Configuration Fields

Field Required Description
Template Type Yes Select the notification type this template applies to
Subject Yes Email subject line. Use {{bot.propertyName}} for dynamic agent data
Body Yes HTML email body. Supports various placeholders depending on template type

Available Placeholders

Click the help icon (?) next to the Body field to view all available placeholders.

Agent Data

Use {{bot.property}} for agent data:

Placeholder Description
{{bot.name}} Agent name

Dislike Template

Use {{data.property}} for template-specific data:

Placeholder Description
{{data.feedback}} User feedback text
{{data.message}} The disliked message content

Conversation Flag Templates

Placeholder Description
{{data.flag_note}} Flag note added by the supervisor
{{data.action}} Action taken — "Flagged", "Updated", or "Resolved"
{{data.action_lower}} Action in lowercase — "flagged", "updated", "resolved"
{{data.flag_status}} Same as action (backward compatibility)
{{data.flag_status_lower}} Same as action_lower (backward compatibility)

Authentication Template

Placeholder Description
{{auth_token}} The authentication code
{{name}} User name
{{email}} User email

Example Template

<!DOCTYPE html>
<html lang='en'>
    <body>
        <p>Hello {{name}},</p>
        <p>Agent: {{bot.name}}</p>
        <p>Your code: {{auth_token}}</p>
    </body>
</html>

Email Template Permissions

Email template management is controlled through RBAC:

  • Create, Read, Update, Delete

Configure these under Workspaces > Roles > Settings > Email Settings. See RBAC & Roles for details.