Skip to main content
An email template is a designed email you keep in one library under Engage → Email templates in the Portal. Workflows and notification triggers point at a template instead of carrying their own copy of the message, so when you change the email, you change it in one place and every send that uses it follows.

​
When to use this

  • The same delivery email goes out from several places, such as a “your order is on its way” email sent by a notification trigger and by two workflows, and keeping their wording in step is a chore.
  • You want a branded email with a logo, buttons, and columns, not a plain-text subject and body.
  • Someone other than the person who built the workflow owns the wording, and they need to change it without opening the workflow.
  • You want to see which workflows and triggers an edit will reach before it goes out.
If a message only goes out from one place and is a line or two of text, writing it inline on the step is simpler. Templates are email only: SMS, Slack, and WhatsApp messages stay inline.

​
How it works

A template has a draft and a published version. You edit the draft as often as you like, and Save draft keeps your work without changing what customers receive. Publish makes the draft the version that’s sent. A template’s status reads Draft before its first publish, Published once it’s live, and Unpublished changes when the draft has moved on from what’s live. Workflows and notification triggers always send the latest published version. Publishing takes effect on their next send; nothing needs to be re-saved. Templates use the same {{variables}} as the rest of your notifications, such as {{customer.first_name}} or {{job_tracking_link}}. Nash fills them in when the email is sent. The notifications catalog lists them.

​
Build a template

1

Start one

Under Engage → Email templates, choose New template, give it a Template name, and under Start from pick Blank email or an existing template to copy. On an empty library, Add starter templates adds six delivery emails to edit: Delivery booked, Order is on its way, Order delivered, Delivery unsuccessful, Delivery time updated, and Delivery feedback request.
2

Lay it out

Add block inserts a heading, button, image, divider, section, or two columns. Variables inserts a variable as a chip in the text. The Design panel sets the email’s style: typography, page and email background, email width, padding, text and button colors, and corner radius. Images are added by an HTTPS Image URL, with Alternative text for screen readers and email clients that block images.
3

Preview it

The preview shows the email at Desktop and Mobile widths, with sample data in place of the variables.
4

Publish

Publish lists the Affected workflows and Affected notification triggers that use the template, so you can see what an edit will reach before you confirm.
Duplicate copies a template as “name copy”. Archive takes a template out of the library; a template that a workflow or trigger still uses can’t be archived. If someone else saved the same draft while you were editing, you choose between Load latest draft and Save my version, so neither of you overwrites the other by accident. Viewing templates needs read access to notifications, and creating, editing, and publishing them needs write access. See Roles and access.

​
Use a template in a workflow

On a workflow’s Send email step, set Email content to Use a template and select a published template. The step’s recipients stay on the workflow; the template supplies the subject and body. See Workflows.

​
Use a template on a notification trigger

On a delivery notification trigger, each recipient group that has email contacts can Use a template for its email. Contacts on other channels in the same group get the trigger’s Message for other channels. Templates work on triggers that watch a delivery, such as a status change, a late pickup or dropoff, or a stuck status; a status trigger on Created or a dispatch failure keeps its inline message. See Notifications. If a template can’t render when the email is sent, Nash sends the trigger’s saved inline subject and message instead, so the customer still hears from you.

Notifications

Triggers, destinations, and channels for delivery alerts.

Workflows

Automate what happens when an order or delivery changes.