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 email templates, go to Settings → Notifications → Customer, or use this link.

Turn appointment reminders on or off

Use the reminder toggle in Settings → Notifications → Customer to control whether appointment reminder emails are sent.

When reminders are on, Fotello sends the active 24-hour and 1-hour reminder templates to customers and team members.

When reminders are off, reminder emails are not sent.

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 the Customer and Member tabs:

Tab	Who receives the email	Templates
Customer	Your customers (realtors, homeowners, etc.)	Order Created, Order Accepted, Order Canceled, Appointment Scheduled, Appointment Rescheduled, Appointment Canceled, Appointment Reminder (24 hr), Appointment Reminder (1 hr), Listing Delivered, Revision Complete, Invoice Sent, Invoice Due Notification, Invoice Overdue Notification
Member	Your internal team members	Appointment Assigned, Appointment Reminder (24 hr), Appointment Reminder (1 hr), Order Canceled, Appointment Rescheduled, Appointment Unassigned, Appointment Canceled

Switch between these tabs at the top of Notifications. Use the Settings tab to configure notification preferences, including Text Notifications.

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 Reminder (24 hr)	Notifies customer 24 hours before their appointment starts	Customer
Appointment Reminder (1 hr)	Notifies customer 1 hour before their appointment starts	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
Revision Complete	Notifies customer when revisions they requested are completed	Customer
Invoice Sent	Notifies customer when an invoice is finalized	Customer
Invoice Due Notification	Reminds a customer before one or more of their invoices are due, on a schedule you choose	Customer
Invoice Overdue Notification	Reminds a customer after one or more of their invoices are past due and still unpaid	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
Appointment Reminder	Reminds the assigned team member before the appointment starts (24-hour and 1-hour reminders)	Member

---

Turning reminder emails on or off

Appointment reminder emails go out automatically before an appointment — once 24 hours ahead and again 1 hour ahead — so customers and assigned team members don't forget.

You control whether each reminder is sent using the toggle next to it in the Customer or Member list.

1. Go to Settings → Notifications.
2. Open the Customer or Member tab.
3. Find the Appointment Reminder row you want to change (24 Hr or 1 Hr).
4. Use the toggle on that row to turn the reminder on or off.

Invoice reminders

Fotello can chase unpaid invoices for you with two reminder emails. Each one lists the invoices involved, the total amount, and a link for the customer to review and pay all of their open invoices in one place. Both are in the Customer list, and you can personalize their subject and content just like any other template.

Set when a reminder is sent

Open either reminder and use the Send timing control at the top of the editor to choose when it goes out:

• For the Invoice Due Notification, pick how many days before the due date to send it. Choose On the day to send it on the due date itself.
• For the Invoice Overdue Notification, pick how many days after the due date to send it.

Select more than one day to send several reminders, then click Save.

Invoice Due Notification

The Invoice Due Notification reminds a customer before one or more of their invoices are due. It is on by default and has its own on/off toggle in the Customer list, so you can turn it off if you'd rather follow up on invoices yourself.

Invoice Overdue Notification

The Invoice Overdue Notification follows up after an invoice is past due and still unpaid. It is off by default — turn it on with its toggle in the Customer list whenever you want Fotello to keep nudging customers who haven't paid.

Appointment reminders and the two invoice reminders are the emails with an on/off toggle. Other templates always send for the events they cover — you can still personalize their content below.

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 Reminder (24 hr)	Notifies customer 24 hours before a scheduled appointment	Customer
Appointment Reminder (1 hr)	Notifies customer 1 hour before a scheduled appointment	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
Revision Complete	Notifies customer when revisions they requested are completed	Customer
Invoice Sent	Notifies customer when an invoice is finalized	Customer
Invoice Due Notification	Reminds a customer before one or more of their invoices are due, on a schedule you choose	Customer
Invoice Overdue Notification	Reminds a customer after one or more of their invoices are past due and still unpaid	Customer
Appointment Assigned	Notifies a team member when they are assigned to an order	Member
Appointment Reminder (24 hr)	Notifies a team member 24 hours before a scheduled appointment	Member
Appointment Reminder (1 hr)	Notifies a team member 1 hour before a scheduled appointment	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

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.

---

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
Invoice Number	The finalized invoice number
Invoice Total	The total amount due on the invoice
Invoice Link	A link for the customer to view and pay the invoice
Due Date	The date the invoices are due
Due Timing	How far before the due date the reminder is sent (e.g. "in 3 days")
Days Overdue	How many days past the due date the invoices are
Invoice Count	How many invoices are due
Invoices Summary	A formatted list of the due invoices
Invoices Page Link	A link for the customer to review and pay their open invoices

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.