Editing email template style and wording
Each time an appointment is created, changed or cancelled, Pexip Engage will send emails to the Agent and the customer. These emails are based on a template. This topic describes which parts of the email template can be changed by you, which parts can be changed upon request by your Pexip Engage Customer Success Manager, and where the information comes from.
To request changes to the wording, please download and complete this spreadsheet (you may need to right-click and select Save link as...) and return it to your Pexip Engage Customer Success Manager. You only need to complete the wording that you want changed.
Example email
The image below shows an example confirmation email sent to a customer when an appointment is created, based on the default template. Similar emails are sent when an appointment is changed or cancelled (although the title of the email and some other details may be different).
The table beneath the image explains what can be changed in each section, and by whom.
The order in which the sections appear can't be changed. Any changes made to the template will apply to all emails.
What can be changed?
| Text |
All the text underlined in green in the image above can be changed upon request by your Pexip Engage Customer Success Manager. They can change the:
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| Links |
The styling of the clickable links in the email can be changed upon request by your Pexip Engage Customer Success Manager. They can change:
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| Logo |
The size of the logo, and the logo image itself, can be changed upon request by your Pexip Engage Customer Success Manager. Just send them the image you want to use. |
| Meeting information |
The meeting information section uses the Description and Instructions configured for the selected subject. To hide these fields, edit the subject so that these fields are left blank. The Subject and How lines can be hidden upon request by your Pexip Engage Customer Success Manager. |
| Agent information |
The contact section uses the information for each Agent that has been configured by themselves or their Office Manager. The Agent's Phone number, Function and Introduction are all optional fields; if you do not want this information to appear to customers, leave these fields blank when configuring the Agent's contact information. The Agent's name and email address can be hidden upon request by your Pexip Engage Customer Success Manager. |
| Office information |
The Office section uses the information configured for the selected office. The Office's name and address will always be shown. The office's email address, phone number, parking information and driving directions are optional fields; if you do not want this information to appear in customer emails, leave these fields blank when configuring the office. The entire office information section can be hidden upon request by your Pexip Engage Customer Success Manager, for example for an office that only offers phone or video meetings where the office details aren't relevant. |
| Action buttons |
The styling of the and buttons at the bottom of the email can be changed upon request by your Pexip Engage Customer Success Manager. They can change:
They can also remove either or both of these buttons. |
| Email information | You can't change the wording of the text in this section, but the colour and font can be changed upon request by your Pexip Engage Customer Success Manager. |