Email Templates

What are Email Templates?

Email Templates let you customize the HTML emails sent to customers and admins for Q&A events. You can change the subject and body to match your brand.

Availability

Available on Pro and Ultra plans. The Free plan uses default templates and cannot customize them.

Types of Email Templates

1. Answer Notification (to customer)

Sent when a question receives an answer.

2. Question Published (to customer)

Sent when a question is approved and published.

3. New Question Notification (to admin)

Sent to admins when a new question is submitted.

Customizing Email Templates

Where to find them

Go to Settings in the app admin
Scroll to Email Templates
Expand the template you want to edit
Edit Subject and Body (HTML)
Click Save Settings

How it works

Leave fields blank to use default templates
Enter custom text to replace defaults
Use variables to insert dynamic content
HTML is supported in the body
Changes apply to future emails

Available Variables

Answer Notification (to customer)

{{customerName}} — Customer’s name
{{question}} — Question text
{{answer}} — Answer text
{{productName}} — Product name
{{productUrl}} — Link to product page
{{storeName}} — Store name

Question Published (to customer)

{{customerName}} — Customer’s name
{{question}} — Question text
{{productName}} — Product name
{{productUrl}} — Link to product page
{{storeName}} — Store name

New Question Notification (to admin)

{{customerName}} — Customer’s name (or “Anonymous”)
{{question}} — Question text
{{storeName}} — Store name
{{dashboardUrl}} — Link to question in app dashboard

Default Templates

Answer Notification (default)

Subject: “Your question has been answered!”Body:

Hi {{customerName}},

You asked:

<blockquote>{{question}}</blockquote>

A new answer has been provided:

<blockquote>{{answer}}</blockquote>

You can view the question and answer on the product page <a href=”{{productUrl}}”>here</a>.

Best regards, {{storeName}}

Question Published (default)

Subject: “Your question has been published!”Body:

Hi {{customerName}},

You asked:

<blockquote>{{question}}</blockquote>

Your question has been published on our store. You can view it on the product page <a href=”{{productUrl}}”>here</a>.

Best regards, {{storeName}}

New Question Notification (default)

Subject: “New Question Submitted on Your Store”Body:

A new question has been submitted:

<blockquote>{{question}}</blockquote>

Customer: {{customerName}}

You can view and answer the question in your app dashboard <a href=”{{dashboardUrl}}”>here</a>.

Best regards, {{storeName}}

HTML Formatting Tips

Styling

Use inline styles:
Use CSS classes if your email client supports them
Test in multiple email clients

Best Practices

1. Brand consistency

Match your store’s tone
Use brand colors and fonts
Include your store name

2. Clear messaging

Keep subjects concise
Use clear calls to action
Include relevant information

3. Mobile-friendly

Use responsive HTML
Keep width under 600px
Test on mobile devices

4. Variable usage

Always use variables for dynamic content
Provide fallbacks if variables might be empty
Test with different data

5. Testing

Send test emails to yourself
Check formatting in different email clients
Verify links work correctly

Examples

Example 1: Branded Answer Notification

Subject: “We’ve answered your question about {{productName}}”Body:

<h2 style=”color: #007cba;”>Hello {{customerName}},</h2>

Great news! We’ve answered your question:

Your question:

{{question}}

</div>

Our answer:

{{answer}}

</div>

<a href=”{{productUrl}}” style=”background: #007cba; color: white; padding: 12px 24px; text-decoration: none; border-radius: 4px; display: inline-block;”>View on Product Page</a>

Best regards,

The {{storeName}} Team

</div>

Example 2: Simple Question Published

Subject: “Your question is now live!”Body:

Hi {{customerName}},

Your question about {{productName}} has been published and is now visible to other customers.

Your question: {{question}}

Thanks for your question!

{{storeName}}

Example 3: Admin Notification with Details

Subject: “New Q&A: {{question}}”Body:

<h2>New Question Received</h2>

Customer: {{customerName}}

Question:

</blockquote>

<a href=”{{dashboardUrl}}” style=”background: #007cba; color: white; padding: 10px 20px; text-decoration: none; border-radius: 4px;”>View & Answer in Dashboard</a>

Frequently Asked Questions

Can I use images in email templates?

Yes. Use full URLs: <img src=”https://yourstore.com/image.jpg” alt=”Description” />

What if a variable is empty?

The variable is replaced with an empty string. Use fallbacks like {{customerName}} which defaults to “there” or “Anonymous” if missing.

Can I use CSS in email templates?

Use inline styles. Many email clients don’t support external stylesheets or <style> tags.

How do I reset to defaults?

Click “Reset to Default” in the template section, or clear the fields and save.

Do templates work with all email providers?

Yes. Templates are sent as HTML emails compatible with major providers.

Can I use multiple variables in one field?

Yes. Use as many variables as needed: “Hi {{customerName}}, your question about {{productName}} has been answered!”

What HTML is supported?

Most standard HTML tags work. Avoid complex CSS, JavaScript, or iframes.

Can I customize the “from” email address?

Yes, if you have Custom SMTP configured (Ultra plan). Otherwise, emails use the default sender.

Do templates support multiple languages?

Yes. Write templates in any language and use variables as needed.

What happens if I don’t customize a template?

Default templates are used automatically.

Can I preview templates before saving?

No built-in preview. Test by triggering the email event and checking the result.

Are templates case-sensitive?

Variable names are case-sensitive. Use exactly: {{customerName}}, not {{CustomerName}} or {{CUSTOMERNAME}}.

Can I use line breaks?

Yes. Use for line breaks or wrap text in tags.

Do templates work if email notifications are disabled?

No. Templates only apply when email notifications are enabled in Settings.

Quick Reference

Template Types

Template	Recipient	When Sent
Answer Notification	Customer	When question receives an answer
Question Published	Customer	When question is approved/published
New Question Notification	Admin	When new question is submitted

Common Variables

Variable	Available In	Description
{{customerName}}	All	Customer’s name
{{question}}	All	Question text
{{answer}}	Answer Notification	Answer text
{{productName}}	Customer emails	Product name
{{productUrl}}	Customer emails	Product page URL
{{storeName}}	All	Store name
{{dashboardUrl}}	Admin email	Link to app dashboard

What are Email Templates?

Availability

Types of Email Templates

1. Answer Notification (to customer)

2. Question Published (to customer)

3. New Question Notification (to admin)

Customizing Email Templates

Where to find them

How it works

Available Variables

Answer Notification (to customer)

Question Published (to customer)

New Question Notification (to admin)

Default Templates

Answer Notification (default)

Question Published (default)

New Question Notification (default)

HTML Formatting Tips

Basic HTML tags

Styling

Links

Best Practices

1. Brand consistency

2. Clear messaging

3. Mobile-friendly

4. Variable usage

5. Testing

Examples

Example 1: Branded Answer Notification

Example 2: Simple Question Published

Example 3: Admin Notification with Details

Frequently Asked Questions

Can I use images in email templates?

What if a variable is empty?

Can I use CSS in email templates?

How do I reset to defaults?

Do templates work with all email providers?

Can I use multiple variables in one field?

What HTML is supported?

Can I customize the “from” email address?

Do templates support multiple languages?

What happens if I don’t customize a template?

Can I preview templates before saving?

Are templates case-sensitive?

Can I use line breaks?

Do templates work if email notifications are disabled?

Quick Reference

Template Types

Common Variables