Managing Communication Templates

Dany Bouchard
Dany Bouchard
  • Updated

Overview

communication_page.png

This article will teach you how to edit and create communication templates.

Please read the About customer communications article before going forward if this is your first time working with communications in gaiia.

Templates can only be created and edited by users with the Communication permission enabled

Guide: Customer communication

This article is part of a larger guide going over the concept of customer communication

 

References

MJML Framework

Before going forward, take note that gaiia's template editor is based on the MJML framework. This framework allows you to quickly and easily create rich email templates using blocks to define your layout.

We highly encourage you to check their Getting started guide, and to keep their documentation open for references while you learn.

Merge tags

To help you customize your communications, you have access to a multitude of merge tags. These tags are used to dynamically insert data into a message before it is sent to a customer.

Merge tags are written in the template like so: {{billingaddress.country}}

For a list of available tags and more information on their usage, please read this article: Merge tags

 

Steps

    1. Navigate to the Admin menu
    2. Click on the Communication tab
    3. Select the desired template
      Select either System messages or Custom messages to alternate between the communication types
    4. Edit the template's details using the Pen button located in the upper-right corner
    5. Navigate between Email and SMS to view the related template versions
    6. Select the desired template's translation to open the editor
      Alternatively, click on Create email/SMS if a translation is missing
    7. Use the editor to format your template
    8. Use the Send test button to make sure everything is correctly formatted
      You will receive this test on the email / number defined in your gaiia profile
    9. Click on Save
    10. Make sure you set the template to Active using the radio button
    11. Repeat from step 6 for all of your supported languages
  • Currently, you can only create new templates for Custom messages.

    For System messages, you will need to open the existing template and either edit one of the template's translation, or add a new one if it's missing.

    1. Navigate to the Admin menu
    2. Click on the Communication tab
    3. Select the Custom messages tab
    4. Click on Create message
    5. Follow the instructions to fill in the template's details
    6. Select your newly created template
    7. Navigate between Email and SMS to create the relevant template versions
      If your organization hasn't setup an SMS integration, only email is required
    8. Use the editor to format your template
    9. Click on Save
    10. Make sure you set the template to Active using the radio button
    11. Repeat from step 5 for all of your supported languages

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