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Email templates & snippets

Send email on a contact's, a lead's or a deal's page writes one message to one person — see Sending an email. A rep writes the same few letters all week, so the CRM keeps them: a template is a subject and a message under a name, filled in whole; a snippet is a paragraph under a name, dropped in where the cursor is. Both can carry merge fields — {{contact.firstName}}, {{deal.amount}} — that are filled in from the record the moment the email is sent, so one letter reads as written to each person it goes to.

Templates and snippets​

KindWhat it holdsWhat it does in Send email
TemplateA subject and a messagePicked from the Template field above the subject; fills in both. If you have already written a message, the dialog asks before replacing it. A template with no subject leaves yours alone.
SnippetA paragraphPicked from Insert beside the message; lands at the cursor.

A template's message is plain text, like the email itself: a blank line starts a new paragraph, and nothing is formatted.

Merge fields​

A merge field is written as {{group.field}}, spaces inside the braces allowed. Insert lists every field that applies to the record you are writing to, so you need not type them.

FieldWhat it fills in
{{contact.firstName}}, {{contact.lastName}}, {{contact.name}}The person's name as the sending site knows it — its first and last name when the record keeps them, otherwise the first word and the rest — or the whole.
{{contact.email}}The address the email goes to.
{{contact.company}}The company the person is filed under, as typed or picked on their record.
{{contact.title}}Their job title.
{{lead.firstName}}, {{lead.lastName}}, {{lead.name}}, {{lead.email}}The same for a lead, when the email is sent from a lead's page.
{{deal.name}}, {{deal.amount}}The deal's title and its amount with its currency, e.g. $1,250.00, when sent from a deal's page.
{{sender.firstName}}, {{sender.name}}, {{sender.email}}You — the name on your account, and the address replies come to.
{{site.name}}The name of the site the email leaves from.

A field that has nothing to fill — a contact with no job title, a deal with no amount, a field written for a lead on a contact's page — is filled with nothing, and so is a field the CRM does not know. That can leave "Hi ," in a letter, so the dialog previews the message with the fields filled as soon as it names one, and counts the empty ones under the message: 2 fields have no value: {{contact.firstName}}, {{deal.amount}}. What the preview shows is what leaves — the server fills the fields with the same rules — and the timeline logs the letter as sent, not the template.

Keeping a letter as a template​

Write the email as you would send it, then Save as template… beneath the message asks for a name and whose it is. It saves the subject and the message as written, merge fields included, without sending anything.

Managing templates​

CRM → Settings carries an Email templates card: every template and snippet you can use, with its kind and whether it is shared or personal. New template opens a drawer for the name, the kind, who it is for, the subject (for a template) and the message; the row's menu edits or deletes one. The card is on a site's CRM hub and on the organization's alike.

A template written under a site is that site's, and is listed on that site's hub and to every org-wide member. One written from the organization's own CRM is the whole workspace's, and every site's hub lists it.

Duplicate a template​

Duplicate… in a template's row menu makes a second template with the same subject, body and merge fields under the name you give it. The copy keeps the original's kind and scope — a site's template stays that site's — and is filed under you: a copy of a personal template is personal to you. The listing's ceiling applies to copies as it does to new templates.

Shared or personal​

Who sees itWho can change or delete it
SharedEveryone who can send email from the CRM.Any CRM editor, and any org-wide member.
PersonalYou alone.You, and any org-wide member who holds Manage data and Change colleagues' email templates tidying up. Every role holds the second by default.

A personal template is your own working arrangement, the way a private saved view is: it is kept out of colleagues' menus rather than locked, so an admin can still remove one a departed teammate left behind.

Over the REST API​

Templates and snippets are the /v1/email-templates resource, for an integration that seeds a workspace's letters or keeps them in step with another tool.