⚒️Email Templates
Last updated
Last updated
Cubu can send email messages to the customer's phone.
Messages are sent using automations in the context of a specific case record to inform the customer about upcoming appointments, issue resolution, etc.
Customer Engagement -> Messaging -> Email Providers & Templates
Managing templates requires the Engagement Admin role.
Email templates allow you to configure standard messages to send to your customers.
Cubu does not send emails directly. Instead, it uses a specialized service such as SendGrid (recommended) or Mandrill to send emails.
The email templates in Cubu point to templates on the mailing service:
Before you can configure email templates in Cubu, you must follow these steps:
Create a SendGrid or Mandrill account (see below) and obtain an API key.
Create an email template in the email service and obtain the template key
The email provider in Cubu points to the email service.
To create a new provider, click New Provider on the Email Providers & Templates page.
Provider name: A unique name identifying the provider.
Service type: Choose "SendGrid" or "Mandrill" as the Service type.
API key: The key you received from the service provider.
Sender name: The sender name to show on messages sent using this provider.
Sender email: The sender’s email address to show on messages sent using this provider.
Click New Template to open the New Email Template dialog:
Enter a unique template name and the template key you obtained from the service provider.
An email template may define alternative templates to use for different languages. The template is selected based on the case's language.
If no template was configured for the case language, the default template is used.
An ICS file is a standard file format used for storing and sharing calendar events and schedules. Users click on the attachment to add the appointment to their local calendar.
Check the "Attach calendar file (.ics) for planned appointments" box to attach an ICS file to the email message. This feature only applies to appointment cases.
The content of the ICS file is controlled by the default ICS Template.
Check the "Attach QR code" to attach a QR Code image containing the case ID to the email message.
This code can be used for checking in to appointments using a Kiosk.
Messages are always sent in the context of a specific case record. The messages can contain placeholders to be replaced with actual values from the current case when the email is generated.
To include case data in the email message, use double curly brackets ({{parameter}}) to specify placeholders that Cubu will replace with actual values.
For example, to add the case ID to the email body, add "{{case.caseId}}" to the template.
For the complete list of supported parameters, see:
🗒️Dynamic Text Parameters (Messaging)It is possible to include case field data in the email message by using the "{{field.<field-slug>}}" parameter.
However, including fields in emails requires declaring these fields in the Fields tab of the email template. Only declared fields are passed to the email service provider.
todo: configure send grid
