Review the selected event’s subject, plain-text body, HTML, and supported placeholders together. Save the configuration and test the resulting message with an address you control.
Before you begin
Open Email service with permission to change the workspace configuration. Template changes affect future messages.
Step by step
- Review the automated event controls for welcome messages, agent invitations, digests, SLA alerts, ticket lifecycle events, and account recovery.
- Choose the template you want to adjust. Review its subject, plain-text body, and HTML body together.
- Keep the placeholders appropriate to that template. The interface includes values such as workspace_name, first_name, ticket_id, and primary_color; use the fields shown for the selected event.
- Check the preview. The branded default uses the widget’s primary color; Reset HTML restores that default HTML rather than preserving custom edits.
- Save the configuration. Trigger a controlled test of the relevant event with an address you own before relying on it for customers.
What to check
The subject, plain-text fallback, and HTML describe the same event, and required template values remain intact.
Need to troubleshoot?
A placeholder appears literally
Check its spelling and whether the selected event supplies that value.
The preview is different from the inbox
Email clients render HTML differently. Test a real message and keep the plain-text version readable.