> For the complete documentation index, see [llms.txt](https://uni.fotello.co/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://uni.fotello.co/delivering-listings/email-templates.md).

# 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](https://app.fotello.co/dashboard/settings/emails).

<figure><img src="/files/xTmubUOGRVaEuUNxQQoN" alt=""><figcaption></figcaption></figure>

### 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, 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

| Template                    | When it's sent                                                                                                            | Category |
| --------------------------- | ------------------------------------------------------------------------------------------------------------------------- | -------- |
| **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

{% stepper %}
{% step %}
**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

<figure><img src="/files/Yow3uJv5xRuwLeNZCTpZ" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
**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.
{% endstep %}

{% step %}
**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.
{% endstep %}

{% step %}
**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**.
{% endstep %}
{% endstepper %}

***

## 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.

<figure><img src="/files/As27BSUaUK3iowEirjdz" alt=""><figcaption></figcaption></figure>

### 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        |

{% hint style="info" %}
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.
{% endhint %}

***

## Formatting your email

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

<figure><img src="/files/xDWmsR6vrJO9s0qybtmd" alt=""><figcaption></figcaption></figure>

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.

{% hint style="info" %}
Links you type or insert as variables are automatically styled in your email. You don't need to worry about link formatting.
{% endhint %}

***

## 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.

{% hint style="warning" %}
Resetting replaces your entire custom template (subject and body) with the default. This can't be undone.
{% endhint %}

***

## 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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