How do I customize system email templates
Customizing your system emails will allow you to give the email recipient some additional information to help them better understand what is required from them.
This will help engagement with your system as users will be better equipped to undertake the tasks expected of them. The emails may no longer be ignored, or considered white noise if they contain clear business specific next steps.
For example, if you find your users do not act upon emails assigning records to them, you can customize this email to provide some more context around what they need to do next, and you could provide some details of who to contact if they need help carrying out the activity.
You can watch this video for an overview about how to customize system email or keep reading for step-by-step instruction.
To note:
System emails have been removed from Email templates. Any subject changes you have previously made will be retained and will be visible in the new System Email Templates area.
There are three groups of system emails:
1. Generic emails (Reminder Emails, Data Import Emails)
The recipient of these emails will not need module specific instruction, eg the data import failure email will contain all the information the user needs to understand what to do next.
For Example:
Customers can add business specific instruction in a generic way to a ‘Data Import Failure’: A data import you scheduled has not been successful, please review the outcome and amend your data. If you require support to understand and correct your data, please contact Joe Bloggs.
2. AssureGO+/Portal emails (module specific)
These are called portal email in Assure, and the emails are generated directly from information submitted from the AGO+, while instruction may vary module to module, the only information we have available at that time is what was completed on the AGO+.
For Example:
On the submit to portal email you may want to add more details: An Incident Record has been submitted to the portal, please ensure you review and process this within 24 hours. This allows H&S to be aware of any accidents in a timely manner.
3. Actions, Approval and Review emails (module specific requiring additional record fields)
These are the key emails where we want to provide the user with more information, and record specific information. This will give users much more contextual information to enable them to make decisions on what action to take and how quickly they might need to do something, do I look at this right now, or can it wait until tomorrow?
For Example:
For an assign email you may want to add more context: Please investigate this record in line with the Accident and Incident Policy timeframes.
Incident Severity: [IncidentSeverity]
Incident Type: [IncidentType]
If you require support with your investigation please contact your H&S rep.
How to I manage those customizations?
To manage your system emails, navigate to Settings > Templates > System Email Templates
You can see within system emails the list of all emails available, whether they are module specific and whether they have been customised
1. Generic emails (Reminder Emails, Data Import Emails)
To make changes, click on the three dot menu for the email you would like to change, eg. Data Import Failure and select details:
You will see options for any languages you may have enabled, and you can see on the table whether you have already customized that email. You can customize per language to cater for any difference which may be needed, so if processes differ slightly in the US for OSHA regulations the US emails can be tailored. Click on the menu option to edit the email:
You will have some options available to you:
Show link to record in Header: this controls whether the View Record button in the email header is visible
Show button to Record: this controls whether the View Record button at the end of the email is visible.
Add in your custom text:
You will see on the main table it now shows English (UK) as customized:
You can also see on the system email templates table that the email shows as customised:
The custom text will appear on the email when it is next triggered:
2. AssureGO+/Portal emails (module specific)
The AssureGO+ emails may require some module specific instruction for the recipient, however these emails are generated directly from information submitted from the portal, while instruction may vary module to module, the only information we have available at that time is what was completed on the portal.
To make changes, click on the three dot menu for the email you would like to change, eg. On submit to portal:
You will see options for all of the modules you have enabled in Assure, this allows you to give specific instruction. Click on the menu option:
For this specific email you will now see language options. You can customize per language to cater for different processes in different regions of your business. Click on the menu option to edit the email:
You will have some options available to you:
Show link to record in Header: this controls whether the View Record button in the email header is visible
Show button to Record: this controls whether the View Record button at the end of the email is visible.
Add in your custom text:
You will see on the main table it now shows English (UK) as customized:
The module also shows as customized:
You can also see on the system email templates table that the email shows as customised:
The custom text will appear on the email when it is next triggered:
3. Approval and review emails (module specific requiring additional record fields)
To make changes, click on the three dot menu for the email you would like to change, eg. Assigned for submission, and select details:
Please note approval emails are often separated out as they contain different information eg. Manually assigned, auto assigned and workflow rules assigned emails will all be separate emails.
You will see options for all of the modules you have enabled in Assure. This allows you to give specific instruction and include record specific information for the end user. Click on the menu option:
For this specific email you will now see language options. You can customize per language to cater for different processes in different regions of your business. Click on the menu option to edit the email:
You will have some options available to you:
Show link to record in Header: this controls whether the View Record button in the email header is visible
Show button to Record: this controls whether the View Record button at the end of the email is visible.
As this email is a module specific with record fields, you can include key information about the record in the custom content.
Add in your custom text, you can use the ‘+ Add to Custom Content’ button to drop the record fields into the content. This works in the same way as creating a notification email template. When data is populated in the record field, that data will show in the corresponding placeholder eg. The incident severity selected in the record will show in [IncidentSeverity]:
You will see on the main table it now shows English (UK) as customized:
The module also shows as customized:
You can also see on the system email templates table that the email shows as customised:
The custom text will appear on the email when it is next triggered. By adding in data specific to the record, the email recipient can make an informed decision of how quickly they need to action the email:
Once you have customized an email, you will have the option to reset to default if you wish to return to the original email: