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An introduction to Email Templates in Auctiva Commerce

Auctiva Commerce has a variety of email templates that are used for the automated customer email notifications. You can also create your own email templates for the purpose of creating email marketing messages using the Email List feature. This tutorial will show you how to add a new email template.

What is an Email Template?

An email template is a pre-designed email message that can be used to send automated customer email notifications or email messages to your email lists. You can add new email templates as needed for your customer communications.

What is an email keyword?

The Auctiva Commerce email templates allow you to enter either specific email addresses or email keywords that represent email addresses. The email keyword will be replaced with the mailing address of the recipient depending on how Auctiva Commerce is using the email template. There is a "customer" email keyword that is replaced with a customer's email address and a "vendor" email keyword that is replaced with a vendor's email address. For example, when you create an email template for sending email messages to an email list, you will enter the "customer" email keyword in the To Address field. Auctiva Commerce will replace the "customer" email keyword with each customer's email address that is in the email list when the message is sent. In this way, everyone in the list gets a message sent directly to them.

What is a Trigger?

Email templates can be automated (sent automatically) by selecting a trigger. The trigger is a store event that tells Auctiva Commerce administration to automatically send an email notification. Usually, customers are the recipients of these types of emails, however, store administrators and vendors can also receive email notifications that are triggered by a store event. Here is a list of triggers and the store events associated with each:

  • Payment Authorization Failed: In the event that a payment status changes to "Authorization Failed," an email message will be sent to a recipient. There's not a default email template that utilizes this trigger.
  • Payment Capture Failed: In the event that a payment status changes to "Capture Failed," an email message will be sent to a recipient. There's not a default email template that utilizes this trigger.
  • Order Paid Credit Balance: In the event that a payment status changes to "Completed" and there's a remaining ending balance for an order, an email message will be sent to a recipient. There's not a default email template that utilizes this trigger.
  • Shipment Shipped:  In the event that a shipment is shipped for an order, an email message will be sent to a recipient. There's not a default email template that utilizes this trigger.
  • Order Status Updated: In the event that an order status changes, an email message will be sent to a recipient. There is not a default email template that utilizes this trigger.
  • Order Paid No Shipments:  In the event that an order status changes to "Paid" and there is no shipment, an email will be sent to the recipient. There's not a default email template that utilizes this trigger.
  • Order Placed: In the event that an order is placed by a customer, an email message will be sent to the recipient. The Customer Order Notification email template utilizes this trigger to send customers a notification that their order has been placed.
  • Payment Captured Partial: In the event that a partial payment has been captured for an order, an email message will be sent to the recipient. There's not a default email template that utilizes this trigger.
  • Order Paid: In the event that an order status changes to "Paid," an email message will be sent to a recipient. The Vender Notification email template utilizes this trigger to send an email notification to the vendor(s) associated with the order. This is an ideal method to keep certain vendors (e.g., drop shippers) informed about order information.
  • Order Shipped: In the event that an order status is marked "Shipped," an email message will be sent to the recipient. The Order Shipped email template utilizes this trigger to send email notifications to customers that inform them of the shipments.
  • Order Note Added By Merchant: In the event that a public comment is made in the History and Notes page of an order by you or an order administrator, an email message is sent to the recipient. The Note Added By Merchant email template utilizes this trigger to send a notification to customers as long as the "Make comment private" option is not enabled. This default email template is ideal for keeping customers informed if a problem should arise with an order and they need to call or email you for support.
  • Order Cancelled: In the event that an order status changes to "Cancelled," an email message will be sent to the recipient. There‘s not a default email template that utilizes this trigger. When an order is cancelled through the Order Manager, you are given the option to enter a comment that will be sent to the customer as a way to send a confirmation that order has been cancelled.
  • Customer Password Request: In the event that a customer requests password assistance in the Log in page of your store, an email message will be sent to the customer. The Lost Password email template utilizes this trigger. It is recommended that you do not use this trigger for any other email template because of its security risk to your customers.
  • Payment Authorized: In the event that a payment status changes to "Authorized," an email message will be sent to the recipient. There's not a default email templates that utilizes this trigger.
  • Payment Captured: In the event that a payment status changes to "Captured," an email message will be sent to the recipient. There's not a default email templates that utilizes this trigger.
  • Order Paid Partial: In the event that a payment status changes to "Complete" and there is a remaining balance, an email message will be sent to the recipient. There's not a default email template that utilizes this template.
  • Order Shipped Partial:  In the event that one of multiple shipments is shipped, an email message will be sent to the recipient. The Order Shipped Partial email template utilizes this trigger to send an email notification to the customer for each parcel shipped.
  • Order Note Added By Customer: In the event that a customer adds a note to the order at checkout, an email message will be sent to the recipient. The Note added by customer email template utilizes this trigger to send an email notification to administration.
  • Gift Certificate Validated: In the event that a gift certificate is purchased by a customer and then activated by you, an email message is sent to the recipient. The Gift Certificate Validated email template will send a notification to the customer who purchased the gift certificate. This should be the only email template that uses this trigger because of its limited use.
  • Low Inventory Item Purchased: In the event that a product with inventory tracking enabled and that's currently at or below the low stock value is purchased, an email message will be sent to the recipient. The Low Inventory email template utilizes this trigger to send an email notification to your email address.

How to add an email template

The Auctiva Commerce default email templates will meet most of your store communication needs. The email templates work behind the scenes to notify customers and store administrators (including yourself) of key stages of ordering from your store. In some cases you may wish to create a new email template. This could be useful if you have a customer email list that you want to routinely notify about store specials. Additionally, email templates that utilize triggers are useful if you have administrators who are responsible for processing orders.

Step 1. Add an email template.
  • Go to Marketing> Email> Templates.
  • Click on the Add Email Template button. The Email Templates page will load.
  • Template Name: Enter in the name of the email template. This name will not display to customers.
  • To Address(es): Enter in the recipient of the email template. Typically, an email keyword (i.e., customer or vendor) will be used in this field. If you are creating an email template for a customer email list, enter "customer" in this field. This field is required.
  • From Address: This field is locked. This is the default From Address. Email message created from this template will always appear from "auctiacommerce_auto@auctiva.com."
  • Reply To Address:  Your email address will appear in this field by default. You can change it if necessary.
  • CC Address(es): Enter in the carbon copy recipient address for this email template. Carbon copy recipients will receive a copy of the email message. The vendor keyword cannot be used in this field for customer privacy reasons. This field is optional.
  • BCC Address(es): Enter in the blind carbon copy recipient address for this email template. Blind carbon copy recipients will receive a copy of the email message and the recipient's address in this field will be hidden from the rest of the recipients of this email template. The vendor keyword cannot be used in this field for customer privacy reasons. This field is optional.
  • Select Triggers: If desired, select the events that will trigger this email template to be automatically sent. If you are creating a generic email for a customer email list, do not check any triggers.
  • Subject: Enter in a subject for the email. The information you enter here will display as the subject of an email to the recipient(s).
  • Message: Enter your message in this field. The information you enter here will display as the email message to the recipient(s). This field can accept HTML code when the Send HTML checkbox is selected. The message will display to every recipient in the email template. Consider keeping the message as generic as possible to appropriately address all recipients if necessary.
  • Select the HTML Mail checkbox if the Message field contains HTML code. Using HTML code in your message is recommended for making dynamic email templates, although it can be a difficult process. You should consider using an HTML editor to validate the HTML code before sending out HTML emails.
  • Click the Save button when finished. The email template you've created will appear in the Email Templates page.

This completes the task of adding an email template. If the template you've created has triggers enabled it will immediately be activated and it will automatically send emails when the trigger events happen. If there are no triggers enabled, the email template can be used when you send an email to an email list. To learn more about sending emails to email lists, read the "Introduction to Email Lists" tutorial.

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