Email Templates

Every time you accept an order, confirm a booking, assign a team member, or deliver a listing, Fotello sends an email automatically. Email Templates let you control exactly what those emails say, so your customers and team members hear your voice, not a generic one.

To access your Email Template settings, go to Settings → Emails, or use this link.

Why personalize your emails

Your emails are often the first and last touchpoint with a customer on every job. A generic confirmation or delivery email is a missed opportunity.

With custom email templates you can:

• Sound like your brand. Match the tone you use on your website, social media, and in person.

• Include the details that matter. Highlight your cancellation policy, add a personal thank-you, or link to your review page.

• Build trust with new customers. A polished, personalized email signals professionalism and attention to detail.

• Keep your team informed. Customize internal assignment emails so team members see exactly the info they need, formatted the way you want.

Two categories of emails

Email templates are organized into two tabs:

Tab	Who receives the email	Templates
Customer Emails	Your customers (realtors, homeowners, etc.)	Order Created, Order Accepted, Listing Delivered
Member Emails	Your internal team members	Appointment Assigned

Switch between tabs at the top of the Emails settings page.

Available templates

Template	When it's sent	Category
Order Created	A customer submits a booking request	Customer
Order Accepted	You (or auto-accept) confirm the order	Customer
Listing Delivered	You deliver listing media to the customer	Customer
Appointment Assigned	A team member is assigned to an order	Member

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Editing a template

1

Open the editor

Click any email template row to open the editor.

You'll see three areas:

• Subject line at the top

• Email body, the main content area with a formatting toolbar

• Live preview, a real-time preview of what the recipient will see

2

Edit the subject line

Click into the subject field and type your custom subject. You can also insert variables here (see below) so each email includes dynamic details like the property address.

Character limit: 200 characters.

3

Edit the email body

Click into the body area and write your message. Use the formatting toolbar above the body to style your text.

Character limit: 2,000 characters.

4

Preview and save

The live preview on the right updates as you type, showing exactly what the recipient will see, including your branding, resolved variables, and formatting.

When you're happy with the result, click Save.

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Inserting variables

Variables are dynamic placeholders that get replaced with real data when the email is sent. For example, First Name becomes "Sarah" and Property Address becomes "123 Main St".

How to insert a variable

1. Place your cursor where you want the variable in the subject or body.

2. Click the Insert button.

3. Select a variable from the list.

The variable appears as a highlighted badge in the editor so you can easily see where dynamic content will go.

You can insert variables in both the subject line and the message body using the Insert button in each area.

Available variables

Not every variable is available in every template. Only the ones relevant to that email type appear in the insert menu.

Variable	What it becomes
First Name	The recipient's first name
Company Name	Your business name
Property Address	The property's street address
Booking Date & Time	The scheduled appointment date and time
Services Summary	A formatted list of the booked services
Total Amount	The order total
Order Link	A link for the customer to view their order
Listing Name	The name of the delivered listing
Listing Share Link	A link to view and download the listing media
Branded Property Website	Link to the branded property website
Unbranded Property Website	Link to the unbranded property website

If the recipient's first name isn't available, the greeting automatically falls back to a simple "Hi," with no empty name or broken text.

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Formatting your email

The editor toolbar gives you control over how your email looks.

You can:

• Bold and italic text for emphasis

• Create bullet lists and numbered lists

• Add links by selecting text and using the link button in the toolbar

How formatting is rendered

• If you write in plain text (no HTML tags), Fotello automatically converts line breaks into proper paragraphs and turns URLs into clickable links.

• If you use HTML formatting through the toolbar, Fotello preserves your structure and applies consistent styling (font size, line height, and colors) so emails look clean in every inbox.

You don't need to write raw HTML. The toolbar handles it for you. Just write naturally and use the toolbar buttons to style.

Links you type or insert as variables are automatically styled in your email. You don't need to worry about link formatting.

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Resetting to default

If you want to start over or undo your changes, click Reset to Default in the editor. This restores the original Fotello template for that email type.

Resetting replaces your entire custom template (subject and body) with the default. This can't be undone.

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Tips for great email templates

• Keep it short. Customers scan emails, so get to the key info quickly.

• Use variables. A personalized greeting and specific order details go a long way.

• End with a clear next step. Include the Order Link or Listing Share Link so recipients know exactly what to do.

• Preview before saving. The live preview catches formatting issues before your customers do.

• Stay on brand. Use the same tone and language you'd use if you were writing the email yourself.