> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/utils/untitled-2.md).

# Email templates

Email templates let you pre-create commonly used email content, so agents can quickly search, preview, and apply a consistent reply format when writing or replying to emails, reducing repetitive input and improving response efficiency.

Letter templates let you pre-create commonly used email content in FIRST LINE. When an agent writes or replies to a message, they can directly search for and apply an existing template, then adjust the content according to the current customer and service scenario, without having to rewrite the same information every time.

Common use cases include:

* Order, refund, or return/exchange explanations.
* Issue handling and follow-up notifications.
* Replies regarding billing, membership, or service applications.
* Event, product, or standard information explanations.
* Email content that needs to maintain the company’s fixed format and tone.

{% hint style="info" %}
A letter template is**the starting point for writing an email**, and can still be edited after being applied. Before sending officially, it is recommended to check again whether the recipient, subject, customer information, and email content match the current scenario.
{% endhint %}

## Manage letter templates

You can go to the “Letter Templates” management list through “Channels” in the FIRST LINE menu on the left.

The list displays the name, description, and part of the content of existing templates, and you can also use the search function to search by**template name**to quickly find the template you need.

To add a new template, click “Add” at the top right of the list; to modify an existing template, click the name of the record or the “Edit” button to open the settings window.

<figure><img src="https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2FvBghSMaM988mK9EVhQKf%2FScreenshot%202026-08-21%20at%2011-42-50.png?alt=media&amp;token=822223ea-84c8-4fa3-95e5-893402c85577" alt=""><figcaption></figcaption></figure>

## Create and edit templates

### Basic settings

| Field                | Description                                                                                                                                                                             |
| -------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| template name        | **Required.** Used for agents to identify the template. It is recommended to name it directly after the service scenario, such as “Refund Request Reply” or “Order Delay Notification.” |
| Template description | Add the applicable scenario, usage conditions, or other reminders so that agents can more easily determine whether it applies in the template selection window.                         |

{% hint style="info" %}
The template selection window will display both**the name and description**. If the company has accumulated a large number of letter templates, it is recommended to avoid using hard-to-recognize names such as “Template 1” or “Customer Service Reply,” and to use the description to supplement the usage scenario.
{% endhint %}

### Template content

| Field         | Description                                                                                                       |
| ------------- | ----------------------------------------------------------------------------------------------------------------- |
| Email subject | You can pre-record the subject content commonly used for this type of email; the subject is not a required field. |
| Email content | **Required.** The main email content that agents will use after creation and application.                         |

The email content uses a rich text editor, allowing you to create commonly used email elements such as paragraphs, text formatting, and links.

### HTML source code mode

The advanced editor for letter templates also supports **HTML source code mode**. If the company already has an existing HTML email layout, or needs finer control over the layout and style, you can switch to HTML mode to edit or paste content.

This method is especially suitable for:

* Existing company-branded email templates.
* Migrating existing HTML content from EDM or other email tools.
* Needing to adjust layouts or styles that the general visual editor cannot handle.

{% hint style="warning" %}
Different email services and email applications may vary in their support for HTML and CSS. The same HTML email may appear differently in Gmail, Outlook, or other email clients. If you use a more complex layout, it is recommended to send a test email before formal use to confirm the display effect.
{% endhint %}

## Apply templates in emails

When an agent is writing or replying to an email, they can open “Letter Templates” from the toolbar below the editor.

<figure><img src="https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2F7GEhMdGC5fksRBDHCPTL%2FScreenshot%202026-08-21%20at%2011-40-04.png?alt=media&amp;token=3866d109-1089-4aa1-8035-440d88585763" alt=""><figcaption></figcaption></figure>

After opening it, the system will display the template selection window:

1. Use the search box above to search by template name.
2. Select the needed item from the template list on the left.
3. Check the template content in the preview area on the right.
4. After confirming, click “Apply.”
5. The template content will be inserted into the current email editor, and you can further modify it according to the customer and current service scenario.

<figure><img src="https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2FQPLs8rdwQZihKg3Mw2t8%2FScreenshot%202026-08-21%20at%2011-42-06.png?alt=media&amp;token=1ddca46f-9e0f-46c2-a712-b39a3bf472e4" alt=""><figcaption></figcaption></figure>

### Personal signature

If the current email already contains the agent’s personal signature, applying a letter template will keep the currently used signature, avoiding the need to add it again when switching templates.

Therefore, it is recommended to store the “main response content shared by the company” in letter templates, while personal information such as the agent’s name, title, and contact details should be managed in a personal email signature.

## Templates do not send emails directly

Selecting and applying a template only helps create the current email content,**it will not send the email immediately**.

After applying, the agent can still:

* Modify or supplement the template content.
* Add customer information needed for this service.
* Adjust the text and formatting.
* Add attachments.
* Confirm the subject and recipient.

After confirmation is complete, send it according to the normal email process.

## Suggestions for creating templates

If the company handles a large number of customer service emails, it is recommended to treat letter templates as a team-shared standard reply resource rather than simply storing long blocks of text. Good template planning can improve both efficiency and reply consistency.

1. **Name by service scenario**: For example, “Refund - Received,” “Billing - Supplementary Document Notice,” so agents can quickly identify them.
2. **Describe the usage timing**: If different template names are similar, you can add applicable conditions in the description.
3. **Avoid including customer information that should not be fixed**: If information such as name, order number, amount, or date changes each time, it should be checked and adjusted again after applying.
4. **Leave room for manual confirmation**: Templates are meant to establish consistent basic content, not to make every email exactly the same.
5. **Review the content regularly**: After product policies, contact information, or service processes change, you should also check whether related letter templates need updating.
6. **Test complex HTML first**: Brand email layouts should be checked for display results in common email services before being officially provided for agents to use.