This article details how to customise email and SMS templates within Fease, ensuring efficient and personalised communication with debtors.

1. Managing Email Templates

Email templates are the content of your automated communications that goes out with the workflow actions. 

2. How to Add a New Email/SMS Template

Navigate to Configuration and Email Templates / SMS Templates. Click on New. 

When setting up your template, consider the following fields:

• Name: A descriptive name that clearly indicates the communication's purpose.

• Subject: This will be the subject line of the email.

• Language: Select the language for the template.

• Age Bracket: Choose the age bracket of the accounts that will receive this communication.

• Description: This field is for internal use only.

• Content: Add your communication here. You can also utilize Dynamic Fields as described below.

Remember to save the template by clicking on the icon.

3. Linking a New Template to a Workflow

To link a new template to a specific workflow, navigate to Configuration > Workflows. Select the desired workflow, then click on the relevant Follow-Up Action. From the dropdown lists next to "English Template" and "Afrikaans Template," choose your new template. Please note that the template will only appear if its Age Bracket matches that of the Follow-Up Action and the template is available for the selected language.

4. How to Update an Email Template

Follow these steps to update an existing email template in the Fease system.

• Access Email Templates: Navigate to Configuration > Email Templates.

• Identify a Template: In the list, you can see which templates are currently linked to a workflow by checking the Actions column. A value of 1 or higher indicates it's in use. If the Actions column is not visible, select it from the Toggle Columns menu in the top-right corner.

• Edit a Template: Click on a template to open it. To make changes to its content, you must first click the Unlock Template button. This allows you to type and edit the content. 

• Use Dynamic Fields: These are the fields that appear in blue in the editor. You can insert dynamic information by typing a forward slash (/) in the content editor. A menu will appear with various dynamic placeholders that will automatically pull relevant data such as Account Start Date, Accountable Person, Debtor Code, Learner Names, Balance Days.  For clarity on specific dynamic fields - see below:

• Follow-up Current Balance = Total balance outstanding up to date

• Follow-up Balance = balance in the age bracket and older

• Follow-up Current Balance & Future  = Total amount that is currently outstanding plus amount outstanding for the year

• Formatting Options: Use the formatting toolbar to add elements like tables, bulleted lists, numbered lists, checklists, quotes, code blocks, or banners. You can also insert images, videos, or upload files.

• Preview and Save: After making your changes, you can use the Preview button to see what the email will look like before it is sent. Remember to click Save to apply your changes.

5. Managing SMS Templates

Similar to email templates, you can manage SMS templates:

• Accessing SMS Templates: Navigate to Configuration > SMS Templates.

• Overview: This section lists all available SMS templates, showing their name, subject, age bracket, and language. Please note that the text between the curly brackets {{ }} are the dynamic fields and should not be updated.

FAQ: Fease - Template Management

This FAQ addresses common questions about managing workflows and customizing email and SMS templates within the Fease platform.

How do I manage the content of email templates? Email templates are managed under Configuration > Email Templates. Here, you can see all available templates, their subjects, age brackets, and when they were created or last updated.

What does it mean if an email template shows "0" under its linked actions? If an email template shows "0" under its linked actions, it means that the template is not currently associated with any active follow-up action in any workflow and is therefore not in use.

Can I customise the content of an email template, including legal ones? Yes, you can customise email templates. For standard templates, you can directly edit the content. For "Legal" templates (indicated by a red banner), you must click Unlock Template before making changes. The system will prompt a confirmation regarding legal compliance.

How can I insert dynamic information into an email template? When editing an email template, you can press the backslash (\) key to insert dynamic placeholders (e.g., Debtor Code, Learner Names, Balance Days). These fields will automatically populate with account-specific data when the email is sent.

How do I reset a template to the latest version? If you want to apply the latest base template updates from the d6 team.

1. Access Email Templates: Go to Configuration > Email Templates.

2. Select Template: Click on the template you want to reset.

3. Reset Template: Click the Reset Template button at the top of the page.

4. Confirm: A confirmation pop-up will appear. Be aware that resetting the template will overwrite all your previous customisations. Click Reset Template in the pop-up to confirm.

What happens if I reset a template? Resetting a template will permanently erase any changes you have made to it and revert it back to the original d6 base template. This is necessary to receive updates made to templates. If you have duplicated an original template it will not reset to d6 templates.