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:
Customer Emails
Your customers (realtors, homeowners, etc.)
Order Created, Order Accepted, Order Canceled, Appointment Scheduled, Appointment Rescheduled, Appointment Canceled, Listing Delivered
Member Emails
Your internal team members
Appointment Assigned, Order Canceled, Appointment Rescheduled, Appointment Unassigned, Appointment Canceled
Switch between tabs at the top of the Emails settings page.
Available templates
Order Created
Notifies customer when an order is requested by them
Customer
Order Accepted
Notifies customer when an order is accepted. If auto-accept is enabled, it's sent as soon as the order is created by them
Customer
Order Canceled
Notifies customer when an order is canceled
Customer
Appointment Scheduled
Notifies customer when a new appointment is scheduled for their order
Customer
Appointment Rescheduled
Notifies customer when a scheduled appointment is rescheduled
Customer
Appointment Canceled
Notifies customer when a scheduled appointment is canceled
Customer
Listing Delivered
Notifies customer when listing media is delivered
Customer
Appointment Assigned
Notifies a team member when they are assigned to an order
Member
Order Canceled
Notifies a team member when an order they are assigned to is canceled
Member
Appointment Rescheduled
Notifies a team member when their scheduled appointment is rescheduled
Member
Appointment Unassigned
Notifies a team member when they are unassigned from an appointment
Member
Appointment Canceled
Notifies a team member when their scheduled appointment is canceled
Member
Editing a template
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
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.
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.
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.
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
Place your cursor where you want the variable in the subject or body.
Click the Insert button.
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.
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.
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.
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.
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.
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