CRM Help

Managing Email Templates

Create an Email Template

Communicating with customers is an important activity in any business scenario. Zoho CRM provides Email Templates to send one email to multiple recipients. In instances like Welcoming a customer or sending follow up mails to customer, you can make use of email templates rather than having to type the same content every time a new customer signs up. You can design mail templates to make them more enticing rather than sending emails in plain text.

To create a new template

  1. Click on Settings > Setup > Customization > Templates > Email.
  2. Click on the + New Template button.
  3. Select the module for which the Email template has to be created from the drop-down list and click Next.
  4. Enter the Template Name and the Template Subject
  5. 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. When sent, the merge fields are automatically replaced with relevant data so that the template is personalized for each and every reciepient.
    • Select the relevant field name based on the category (User, Organization, Specific Module or Related 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.
  6. 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.
  7. Click Preview to view your email.
  8. Click Save.

Note

  • You can create a template with a maximum of 100,000 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.
  • You can add attachments in the template by clicking on the attachment button and inserting them. You can attach a maximum of 10 files and the total size limit is 3MB.

Sample Email Template

Dear ${Leads.Salutation} ${Leads.First Name} ${Leads.Last Name},

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

Sincerely,
${User.First 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. In Zoho CRM, click Settings > Setup > Customization > Templates > Email.
  2. In the Email Template editor, click the Edit HTML button.
  3. In the Code View mode, paste your Newsletter HTML code and click Insert.
  4. Click Save.

Organize Email Templates

Preview Email Templates

You can view the preview and the analytics of the template on the list page itself making it easier to view one template after another if needed. With this you can get an idea of how the template looks and how well it is performing, helping you in deciding if any improvements have to be made.

Delete and move templates

At times you may want to delete templates that are not much in use, junk templates and templates that do not perform well. You can delete a template by selecting it and clicking on the Delete button.

You can move a template from one folder to another. This will be helpful in instances where you have to share a few templates with someone form your organization. You can move the needed templates into a folder and share them. You can move a template by selecting it and clicking on the Move to Folder button and choosing the appropriate folder form the drop-down list. You can also create a new folder and move the template to it if you want.

View Template Analytics

With template analysis you can get to know about the performance of each template. When changes are made to the template, it is considered as a new version of the template. This lets you analyze how each version of the template has performed and gives you an idea of how well the implemented changes have been accepted. Know more.

  1. Click Settings > Setup > Customization >Templates > Email.
  2. Click on the required email template and select the Analytics tab or you can click on the open rate under the stats column. A graph with the template statistics will be shown.
    • You can toggle between:
      • Open Rate: Opened rate is the percentage that tells you many times the email containing the template has been opened by the customers.
      • Click Rate: Clicked rate is the percentage that tells you how many clicks were registered by the customers for that particular email containing the template.
      • Version: Click on the Version tab to view a summary of the template with details such as different versions available, open rate, click rate, when it was done and by whom.
    • You can choose to view the graph based on the Percentage, Count or Version from the drop-down list.
    • You can choose if you want a specific version or all versions to appear on the graph.
    • You can define the range of dates for which the data should appear on the graph.


Sort and Search Email Templates

Sorting makes it easier for you to access the templates that you need by bringing them to the top of the list. For example, you can sort the templates in such a way that the most used templates appear at the top of the list. In Zoho CRM you can not only sort templates, you can also search for templates.

  • You have two options for sorting templates based on time.
    To sort it based on the last use time, click on the Last Used column. With the help of the Last Used column you can get to know which templates are used the most.
    To sort the template based on the modified time click on the Modified Time column.

You can also search and filter templates based on your needs.

  • You can search for a template by its name with the help of the search bar provided.
  • Choose the module from the drop-down list to display the templates related to that particular module.

Clone Email Templates

At times, there might be a slight change that has to be made to the content of an existing template before send them to another customer. Rather than having to go through the trouble of creating a whole new template, you can clone the old template, make the necessary changes and save it. To clone a template, click on a template and click the clone button that appears on the preview section of the template.

Marking Favorites

You may have templates that you frequently use and want them to appear at the top of the list at places where you select templates before sending them. For this purpose you have the option of setting templates as favorite by clicking on the star that appears before the template name.

Associated Templates

At times some templates will be associated with other CRM functions like Workflow, Case Escalation, Macro etc. In these cases, you can view the functions with which the template is associated by clicking on the button that appears at the end of the template details.

You cannot delete a template that is associated with other functions directly. Incase you want to delete it, you have to remove the template from all the places it is associated and then delete it.

Working With Template Folders

With template folders you can group similar templates together. When you have a large number of templates, searching for them can become exhausting. By grouping similar templates together, you can easily access all the similar templates in a single place.

Create a New Folder

By creating a new folder, you can categorize the templates by adding similar templates to the folder. You can create a folder only when you want to save a template or move templates from one folder to another.

  1. Create a new template.
  2. Click on Save.
  3. While saving the template, you will be asked to save it to a folder. To create a folder, click on + New Folder.
  4. Enter the name of the new folder and choose with whom the folder should be shared.
    You can choose to share it with all users, specific users or just yourself.
  5. A new folder will be created and the template will get added to it automatically.

Note

  • If you want to create a folder when moving templates, click on the + New Folder after creating the template and enter the folder details and click Create.
  • You have default folders in Email Templates like All Templates, Favorites, Associated Templates, Created by me and Shared with me.
    These folders cannot be deleted or customized.

Share Template Folders

You can share template folders with other users when needed. When you want to share only specific templates, you can add them to a folder and share them. This might be helpful in cases where the user does not have permission to create templates, but has to send them to customers.

  1. Click on the more options that appear when you hover the mouse over the template folder.
  2. Click on Share.
  3. In the Share Folders section, choose if you want to share the folder with All Users, Only to me or specify the users you want to share with.
    In case you chose to select specific users, you can select the source type from the drop-down list and select the users.
  4. Click Done.

Reorder Folders

You would prefer to have the important folders at the top of the list. In order to do that, you need to reorder the folders by clicking on Folders Reorder button. After reordering click Done.

Using Email Templates

There are ten instances in which you can make use of the email template. They are:

You can view a list of all the available email templates before sending them, in all the ten features. If you want, you can also mark a template as favorite from the list that appears.

You can also choose to view a preview of the template that you need before sending it. You get a consolidated view of the template analytics here. The percentage of Open rate, Click Rate and Bounce Rate for the different versions of the template are represented in the form of a chart.

Merge Fields

Merge fields are used in places where the value for that particular text keeps changing. For example, in the greeting section of the template the name of the person will keep changing depending the recipient. In such cases, the merge field retrieves data based on the value of the merge field. Here is a list of standard merge fields.

To add a merge field, all you have to do is select the appropriate vales from the drop-down list and copy them where ever needed in the template.

Note
  • Signature is now provided as a merge field. So the signature of the user can be added where needed, rather than having to configure it at the end of the template.
  • Company logo is also provided as a merge field so that you can insert it where ever it is needed.

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 and body 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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