Who is this article for?

Users who are configuring Customer Complaints.

Manufacturer Userpermissions are required.

Email and Letter Templates help foster transparent communication around difficult topics by providing a space where you can create branded messaging ahead of time. This will not only streamline the communication process but also help you provide a consistent experience to all your customers. This guide will show you how to create the templates and keep them up to date.

1. Email and Letter Templates
2. Adding Templates
3. Editing Templates
4. Further Reading

1. Email and Letter Templates

To manage communication templates:

1. Expand the Customer Complaints menu.
2. Click Settings & Templates.
3. Select Email & Letter Templates from the list.

This will take you to the list of templates you can set up to make communicating with customers and consumers easier.

Letters can be previewed by clicking the hyperlinked letter name. Emails can be reviewed in the Edit view.

2. Adding Templates

To create a template:

1. Click Add New Template.
2. Scroll down to see the form.
3. Enter an Email / Letter Name.
   We recommend making it something that makes identifying the content easy, like 'Complaint Reopened by Customer'.
4. Select the Contact Type.
5. Choose the Recipient.
6. Enter a Subject.
   We recommend making it something short that makes identifying the purpose of the message easy for the recipient. 
7. Type up the Body of the message.
   You can preview the final template before saving by clicking Preview.
8. Click Save.

Want to provide a personalised experience?
Click References under the Body when creating a template to open a list of tags you can use to pull relevant recipient data into your message.

3. Editing Templates

To update a template:

1. Click the Edit icon in the row of the messaging you want to modify.
2. Scroll down to see the form.
3. Make the necessary changes.
4. Click Update.

In this example, we're changing the contact type from email to letter.

After clicking Update, the page refreshes and we can now see that the template can be previewed, as it's now a letter.

4. Further Reading

• Adding Customer Complaints and Comments