Custom templates allow you to tailor notification content for your organization or for specific customers. You can create new templates from scratch or duplicate existing ones, rename the duplicate and then assign them so the system knows which template to use.
This article explains how to create custom templates and how template assignment works.
When to Create a Custom Template
You may want to create a custom template if you need to:
- Change wording, tone, or branding
- Add or remove booking details
- Use different messaging for specific customers
- Preserve the default template while testing changes
Custom templates do not replace default templates automatically. They must be assigned before they are used.
Creating a New Template
Duplicate an Existing Template
Duplicating an existing template is often the safest and fastest approach.
- Go to Admin → Templates
- Locate the template you want to copy
- Open the template by clicking the 3 horizontal dots and select Duplicate
- On the General tab:
- Name: Enter a new, unique name and Save
- Modify the subject or body as needed
- Save and preview the template
The duplicated template is independent of the original and can be edited without affecting the original.
Assigning Templates
Creating a template does not activate it. Templates must be assigned at either the company or customer level.
Assigning Templates at the Company Level
Company-level assignment applies the selected template to all customers, unless a customer-level override exists.
To assign a template at the company level:
- Go to Admin → Company
- Select the Notifications tab
- Scroll to the Email Templates section
- Choose a custom template from the dropdown for the desired notification
- Click Save
Once saved, the selected template will be used for all future notifications of that type.
Assigning Templates at the Customer Level
Customer-level assignment overrides the company-level template for that specific customer.
To assign a template at the customer level:
- Go to Admin → Customers
- Select the customer
- On the General tab, scroll to the Email Templates section
- Choose a template from the dropdown for the desired notification
- Click Save Changes
If no template is selected, the system uses the company-level template by default.
Understanding Template Priority
Templates are applied in the following order:
- Customer-level template (if assigned, otherwise uses company-level template)
- Company-level template (if assigned, otherwise uses default templates)
- Default system template
Before editing a template, always confirm where it is assigned to ensure you are modifying the correct one.
Deleting Templates
Templates can be deleted if they are no longer needed.
Important notes:
- A template cannot be deleted if it is assigned at the company or customer level
- The system prevents deletion of templates currently in use
To delete a template:
- Open the template
- Select Delete
- Confirm the action
Best Practices for Custom Templates
- Duplicate default templates instead of editing them directly
- Use clear naming conventions for custom templates (e.g. Booking Confirmation - Dell Seton Hospital)
- Verify template assignments before editing
- Preview after every change
- Document where custom templates are used
Related Articles
- Templates Overview: What They Are and How They Work
- Editing Email Templates Safely
- Template Errors: What They Mean and How to Fix Them
- What’s Changing: Template Whitelist and Snippet Validation
Related to