Templating in outgoing emails allows you to personalize content by embedding dynamic expressions like {{ .Recipient.FullName }}. These expressions reference fields from the conversation, contact, recipient, and author objects.

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Outgoing Email Template Expressions

If you want to customize the look of outgoing emails, you can do so in the Admin → Templates → Outgoing Email Templates section. This template will be used for all outgoing emails including replies to conversations, notifications, and other system-generated emails.

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Available Variables

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Conversation Variables

VariableValue
{{ .Conversation.ReferenceNumber }}The unique reference number of the conversation
{{ .Conversation.Subject }}The subject of the conversation
{{ .Conversation.Priority }}The priority level of the conversation
{{ .Conversation.UUID }}The unique identifier of the conversation

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Contact Variables

VariableValue
{{ .Contact.FirstName }}First name of the contact/customer
{{ .Contact.LastName }}Last name of the contact/customer
{{ .Contact.FullName }}Full name of the contact/customer
{{ .Contact.Email }}Email address of the contact/customer

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Recipient Variables

VariableValue
{{ .Recipient.FirstName }}First name of the recipient
{{ .Recipient.LastName }}Last name of the recipient
{{ .Recipient.FullName }}Full name of the recipient
{{ .Recipient.Email }}Email address of the recipient

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Author Variables

VariableValue
{{ .Author.FirstName }}First name of the message author
{{ .Author.LastName }}Last name of the message author
{{ .Author.FullName }}Full name of the message author
{{ .Author.Email }}Email address of the message author

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Example Template

Dear {{ .Recipient.FirstName }},

{{ template "content" . }}

Best regards,
{{ .Author.FullName }}
---
Reference: {{ .Conversation.ReferenceNumber }}
The {{ template "content" . }} serves as a placeholder for the body of the outgoing email. It will be replaced with the actual email content at the time of sending.
Similarly, the {{ .Recipient.FirstName }} expression will dynamically insert the recipient’s first name when the email is sent.