CRM Help

Managing Email Templates

Communicating with customers is an important activity in any business scenario. Zoho CRM provides Email Templates to send one message to multiple recipients. Email templates can be used to send a mass Email to leads/contacts, and send Email notifications to the Zoho CRM users upon triggering a workflow rule.

Availability

Profile Permission Required: Users with the Manage Email Templates permission can access this feature.

Create Email Templates

You can create Email templates for sending Emails to the customers (leads and contacts), and Zoho CRM users within your organization. See Also Unsubscribe Form

To create an email template

  1. Click Setup > Templates > Email Template.
  2. In the Email Templates page, click New Template.
  3. In the New Template page, select the Record Type from the drop-down list.
  4. Enter the Template Name.
  5. Select the Template Folder from the Store Under drop-down list.
  6. For the template, add the From, Subject etc. details. (refer to the table below)
  7. In the Email Template Body section, create the Email message body by incorporating the fields from various modules:
    • Select the required fields from the Available Merge fields drop-down list.
    • Select the relevant field name based on the category (User, Organization, or Specific Module).
    • Copy the field (for example, $contacts_firstname) from the Copy Merge Field value and paste it in the body of the email template.
      You can also provide merge fields for the Subject of the email template.
  8. Footer: As per the CAN SPAM Act, provide an Unsubscribe form (Opt-out) link for users to remove their Email ID from your mass mailing list.
  9. Click Preview to view your email.
  10. Click Save.

Note

  • You can create a template with 64000 characters.
  • You can give a link to your video in your email template. You cannot embed the video in the template itself.
  • If you are creating an email template for sending emails to leads, do not merge the contact-related fields and vice versa.
    If you try to merge both fields, you will experience errors while creating the email template.
  • Email Templates are Record specific. It is created for a specific record type.
    For example, you can create a template for leads or contacts. When you send emails to leads, only the templates created for lead records will be available.
List of Standard Fields
Field Name Description Data Type
Record Type Displays the record type for the email template Text box
Template Name Specify the name of the email template. -
Store Under Select one of the available folders. Drop-down
From Specify the sender Email ID to receive reply Emails. Drop-down
Reply To Specify the Email ID to which you want to receive the replies from your recipient. Text box
Subject Specify the subject to be displayed while sending Email to recipients. Text box
Add User Signature Select the check box to add user signature Check box
Attachment Attach file with the Email (max file size: 3 MB) -

Sample Email Template

Dear $leads_salutation $leads_firstname $leads_lastname,

Thank you for your interest in Zoho CRM.
We welcome your suggestions and comments in improving the product further.

Sincerely,
<$User_Name>

Email Output

Dear Mr. Larry King,

Thank you for your interest in Zoho CRM.
We welcome your suggestions and comments in improving the product further.

Sincerely,
Zoho CRM Team

Create Newsletter templates

  1. First, create a Newsletter in Adobe Dreamweaver or any other HTML Editor and upload all images/CSS used in the newsletter template to your Website.
  2. In Zoho CRM, click Setup > Templates > Email Template.
  3. In the Email Template editor, click the Edit HTML icon
  4. In the Code View mode, paste your Newsletter HTML code and click Insert.
  5. Click Save.

Clone Email Templates

You can clone the existing email template and make the necessary changes to create a new template.

To clone an existing template

  1. Click Setup > Templates > Email Template.
  2. In the Email Templates page, click on the email template that you want to clone.
  3. In the View Email Template page, click Clone.
  4. In the Clone Email Template page, modify the details and make changes to the template.
  5. Click Save.

Modify Email Templates

You can modify the existing email template by changing the required fields.

To modify email template

  1. Click Setup > Templates > Email Template.
  2. In the Email Templates page, click the Edit link corresponding to the email template.
  3. In the Edit Email Template page, modify the email template details.
  4. Click Save.

Delete Email Templates

Occasionally, you may need to remove some of the unnecessary Email templates from the Zoho CRM system for a better user experience. You may consider removing Email templates that are not useful for future reference. Please note that you cannot delete the email templates if it's being used in autoresponders, etc.

To delete email template

  1. Click Setup > Templates > Email Template.
  2. In the Email Templates page, click the Del link corresponding to the email template.

Manage Email Template Folders

You can store all the Email templates in easy to access folders, which can be shared with other users.

To create email template folder

  1. Click Setup > Templates > Email Template.
  2. In the Email Templates page, click New Template Folder.
  3. In the Folder Details do the following:
    • Enter the Folder Name.
    • Specify additional information about the folder in the Description text box.
    • Under Accessibility Details select one of the following options:
      • All Users are allowed to view this Template Folder: Select if you would like to enable the folder access for all the users.

      • Show this Template Folder only to me: Select if you would like to enable the folder access only to you.
      • Allow the following users to view this Template Folder: Select the users or user roles that can access the folder.
  4. Click Save.

Recognize Unsupported Merge Fields

Unsupported fields are those fields that no longer exist in Zoho CRM for various reasons. If you try to create an email template with the merge field values of such unsupported fields, a popup prompts you to Remove Unsupported Merge Fields before you can save the template.

The list of unsupported merge fields are displayed in the popup window. If Zoho CRM is unable to identify the exact merge field that is no longer supported, that field will simply be displayed as ${Unsupported_Field}.

Following are specific instances when merge fields get unsupported in Zoho CRM.

Custom field deleted

If your email template continues to have the merge field value of a deleted field, it will be listed as an unsupported merge field.

Custom fields of a look-up module deleted

If your email template has a merge field inserted from a [Module] lookup and then the field gets deleted, it will be listed as an unsupported merge field.

That is, assume you have a Lead-lookup in the Potentials module. An email template you have created for the Potentials module includes a merge field value from the Leads module, populated via the look-up. Now if you delete that field from Leads, then it will be listed in the template as an unsupported merge field.

Field not related to the selected module

If you have used a merge field that is not related to the module for which you are creating the template, then it will be listed as an unsupported merge field.

For example, if you insert the merge field value ${Leads.Lead Id} in an email template for the Potentials module, it will be listed as an unsupported merge field.

Integrations/Features disabled

When a feature or integration has been disabled for your account, the fields that were created as part of the integration will also not be available for the account, post the deactivation. If a merge field value of such a field has been inserted in your email template, it will be listed as an unsupported merge field. This is applicable to the following features/integrations.

  • Google AdWords Integration - Google AdWords fields that are no longer available due to deactivation will not be supported in the template.
  • Visitor Tracking (Zoho SalesIQ Integration): Visitor Tracking fields that are no longer available due to deactivation will not be supported in the template.

Note

  • Unsupported merge fields may be seen in the subject, body as well as the footer of email templates. Make sure these values are removed from these sections in an email template.

FAQ

1. Why is my signature not populated in the email messages that I send from Zoho CRM?

2. Can I include only the first name or last name in the email template?

3. How can I set up unsubscribe form in my email templates?

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