29. Notifications - Customising Emails

Change the subject lines, body text, and formatting of the emails the platform sends using the website text manager.

Overview

Every email the platform sends uses default text that can be customised per company. Customisations are managed through the website text manager - the same tool used to customise other text across the platform. You can change email subjects, greetings, body content, and calls to action without touching any code.

Customisations can also be scoped to specific events, event schedules, or customer groups, so you can tailor email content for different audiences while keeping a company-wide default.

Accessing the Text Manager

Navigate to Settings > Website Text
Open the Category dropdown
Select an email template from the Emails group

The dropdown groups all customisable text by type. Email templates appear under the Emails heading.

Available Email Templates

The following email templates can be customised:

Template	What it controls
Order confirmation email	Confirmation sent after a successful purchase
Reservation confirmed email	Confirmation sent when a reservation is submitted
Reservation approved email	Notification sent when a reservation is approved
Reservation rejected email	Notification sent when a reservation is rejected
Payment link email	Email requesting payment with a payment link
Deposit received email	Confirmation sent when a deposit is received
Payment failure email	Alert sent when a payment attempt fails
Tax receipt email	Tax receipt email subject and title
Refund confirmation email	Confirmation sent when a refund is processed
Cancellation confirmation email	Confirmation sent when items are cancelled
Claim your items email	Transfer email sent to item recipients
Item approved email	Notification when individual items are approved
Item rejected email	Notification when individual items are rejected
Event reminder email	Automatic reminder sent before an event
Deferred tickets email	Notification when withheld tickets become available
Added to customer group email	Welcome email when added to a customer group
Organiser purchase notification email	Purchase summary sent to event staff
Event approval notification email	Notification when event approval is requested
Password reset email	Password reset link email
Complete your account email	Account setup email for imported customers
Email verification notification	Email address verification email
Global email text	Shared text that appears across multiple email types (footer text, common headers)

Editing Email Content

When you select an email template, the page displays each editable field in a two-column layout:

Left column - The default text (read-only), showing what the platform sends if no customisation is applied
Right column - Your custom override, where you can enter replacement text

Fields are organised into groups, typically Main Content for the primary editable text and Advanced for additional options.

Field Types

Each field uses the input format best suited to its content:

Type	Used for
Text	Short values like email subjects
Textarea	Multi-line plain text like email body content
Rich text editor	HTML content with formatting (bold, italic, links)

Placeholders

Many email fields support dynamic placeholders that are replaced with real values when the email is sent. Available placeholders are displayed below the input field as badges.

Common placeholders include:

Placeholder	Replaced with
`:name`	The customer's name
`:reference`	The order reference number
`:company`	The company name
`:platform`	The platform name
`:total`	The order total amount
`:url`	A link to the customer's account or order
`:eventName`	The event name
`:sender`	The name of the person sharing items (transfer emails)
`:deposit_amount`	The deposit amount received
`:remaining_amount`	The remaining balance due
`:expires`	The reservation expiry date

The placeholders shown for each field are specific to that email type. Only use the placeholders displayed - other placeholder names will appear as literal text in the sent email.

Restoring Defaults

Each field has a Restore default link. Clicking it reverts the field to the platform's original text. If you customise a field and then change it back to match the default exactly, the customisation is automatically removed.

Multi-Language Support

If the company supports multiple languages, a locale switcher appears on each field. Switching the locale shows the default text and your custom override for that language.

The fallback chain when sending an email is:

Custom text for the email's locale
Custom text for the company's fallback language
Default text in English

The email locale is determined by the customer's language preference or the language selected during checkout.

Scoping Customisations

By default, customisations apply company-wide - every email of that type uses the customised text. For more targeted customisation, you can scope overrides to specific entities.

Per Event

Most email templates support per-event overrides. When available, an Event dropdown appears above the editing fields. Select a specific event to create an override that only applies to emails related to that event.

If the event also belongs to an event schedule, an Event Schedule dropdown appears alongside the event dropdown, allowing you to scope the override to the schedule level instead.

Resolution order: When an email is sent for a specific event, the platform looks for text overrides in this order:

Override scoped to the specific event
Override scoped to the event's schedule
Company-wide override
Platform default text

Per Customer Group

The Added to customer group email template supports per-group overrides. A Customer Group dropdown appears when this template is selected, allowing you to customise the welcome email content for each group individually.

Per-event and per-schedule overrides are only applied when the email relates to a single event or a single schedule. For orders spanning multiple unrelated events, the company-wide override is used.

Customising Reminder Emails

The event reminder email can also be reached directly from the event's Email Preferences modal. Click Customise reminder email to jump to the text manager with the event reminder template and the current event pre-selected.

See Automatic Event Reminder Emails for setting up reminders.

Email Settings - Configure which emails are sent
Email Types - Reference of every email type
Sending Emails - Send and resend emails manually