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Email Templates allow you to create professional, personalised emails that can be sent automatically through Workflows or sent manually from DataGrids. Whether you're confirming a booking, sending reminders, issuing joining instructions or following up after a Course, Email Templates help you stay consistent and efficient, with far less manual work.
Top tip!
Email Templates must use the same Module as any Workflows that use them, if a different Module is used the Workflow will not have access to the fields, and even the Email Template itself.
Therefore, please be careful if you change the Module assigned to an Email Template that is already being used in Workflows! This change would prevent your Workflow from working .
If you are unsure about marrying up your Email Template to the Workflow you are using contact the support team.
Benefits
Here are the benefits of using Email Templates
Save time with automation
Once created, Email Templates can be sent automatically using Workflows based on platform triggers, no more repetitive manual emails
Ensure brand consistency
Standardised email content means your tone, format, branding, and messaging stays consistent
Personalise at scale
Use Merge Fields to automatically pull in Delegate names, Course info, dates, and so much more! Making every email feel personal.
Reduce admin errors
Email Templates reduce the risk of sending the wrong details by pulling accurate information directly from your platform.
Improve the Delegate experience
Timely, relevant, and clear emails help Delegates stay informed and prepared, boosting satisfaction and reducing confusion.
Key Terms and Glossary
Email Template
A pre-written email that can be sent manually or triggered automatically by an action or status within the platform
Merge Fields
Merge Fields are dynamic text (e.g. CourseLabel, CourseStartDate, VenueAlias]) that are replaced with real data when the email is sent!
Quick Links
Quick Links are shortcut fields that insert useful links into an email, such as a link to a Course Survey, Certificate Links, or to reset a password
Automated Email
An email is sent automatically by the Platform based on a rule or trigger within a Workflow (no manual sending required)
Manual Email
An email sent by an Admin through the Platform using a Template or free-text message, which can be sent from a number of DataGrids
Email Log
A list of all emails sent from the platform, including delivery status and timestamp
Comms Log
A Communication history that is visible for a Delegate or Trainer, showing emails that have been sent from the platform
HTML Template
A template using HTML formatting for branded or styled emails (e.g., logos, colours, headings or signatures).
Consolidated Emails
Consolidated emails are generated when a recipient was due to receive more than one of the same email, instead of receiving multiple emails, they can instead receive a single, consolidated email.
Creating an Email Template
When creating an Email Template, you'll see that there are several bits of information required.
Name This is the name of your Email Template. It is important to have a naming format so that the Email Templates are easy to locate and identify at a later date. We recommend the format 'Recipient - Communication', i.e. 'Delegate - Joining Instructions', or 'Invoice Target - Invoice Overdue'.
Module This determines where this Email Template can be sent out from within your platform. It is important to pick the correct module for your Email Template, as it won't be able to be used in other areas of accessplanit.
Please Note
If you plan to use your Email Templates in a Workflow (to send it out automatically), it's important that you keep in mind what Module you are selecting at this stage, as the module must match the same module selected when creating the Workflow.
Email Type The Email Type determines the type of communication this Email Template is for. Either a Normal email or an eCampaign. Most circumstances will require you to select ‘Normal’ as the type.
Creation Mode Creation Mode determines how you're storing the content of your email. There are two options:
Free Text - this allows you to type the content of the Email Template straight into the Email Template itself, you can do this by free text or add HTML coding to create the base of your Email Template.
Template - this allows you to use Text Templates to form the Subject, Body, and Signature of your Email Template. You'll need to select the appropriate Text Template and attach it to the appropriate field for it to pull through to the Email Template.
Subject This is the subject of your Email Template. Merge Fields can be used within this field.
Body The Body is where the main content of your Email Template is stored. You can use HTML within the body of the Email Template to provide cohesive branding, or you can add free text to create your Email layout.
Signature (optional) This is the signature attached to your Email Template. You can use HTML within the signature of the Email Template to provide cohesive branding, or you can add free text to create your signature layout
Top Tip!
Text Templates can be used as an alternative to typing for the Subject, Body & Signature within Email Templates. Although these are not widely used, you can choose this option by selecting ‘Template’ within the Creation Mode drop-down
Where can I use Email Templates?
Email Templates can be used to send one-off emails to Customers from the following DataGrids:
Users
To the user's email address.
Delegates
To the Delegate's email address.
To the Booking User's email address
To the Delegate's manager's email address.
To the Delegate's employer's email address.
To the Training Provider's company email address.
Resources
To the Training Provider's company email address.
To the Resource's email address.
Opportunities
To the assigned-to User's email address.
To the initiated-by User's email address.
To the linked-to Account's email address.
To the linked-to User's email address.
To the owner's email address.
Invoices
Invoice email address: This is the email address added during the Checkout process
Issuer email address: This is the email address for the training provider that issued the invoice
Target email address: This is the email address for the target of the invoice (either a user or account)
Target User: This is the billing email address of the target (either a user or account)
Tasks
To the assigned to User's email address.
To the Task's Account's email address.
To the created-by User's email address.
Users Awards
To the User's employer's email address.
To the User's email address.
Email Templates can also be used within Workflows:
Workflows
While you are building a Workflow Action, you can select your Email Template as the content of your email.
How can I customise Email Templates?
You can customise your content a great deal. Below is a brief overview of some of the options available to you within the rich-text editor when you are designing your email.
Style
The Style wizard allows you to apply set styles to your email's content, including using pre-defined headings.
Font Styles
Here, you can Bold, Italicise, and Underline your text.
Font
Within this area, you can choose from a range of selected Fonts and Font sizes
Please Note!
The Font Size shown in the accessplanit Rich Text Editor uses Pixels, rather than Points. Software like MS Word and Outlook will use Points, so you will need to adjust your Font Size appropriately e.g. 10 Px is 7.5 Pt.
Highlighter/Colour Tool
The Highlighter and Colour tool allows you to highlight areas of your text, or change the colour of your Font.
List Options
The List Options allow you to create numbered and bullet-pointed lists, as well as indent or outdent your text.
Tables
The Table tool allows you to insert Tables into your Email Template.
Link/Quick Link
The Link allows you to insert Links to websites within your Email Template. The Quick Links options vary depending on your selected Module, for example if you have selected ‘Delegate’ you’ll be able to choose from Certificates, Course Surveys, and iCals to include as links in your email. iCals allow your Delegates and Trainers to download their Course to their calendar!
Please note: When setting up iCal links, make sure that the Training Provider of the Course has an email address.
For iCals to work, it needs to be able to determine who the event organiser is, and differentiate them from other attendees. You can double-check this by going to ‘Accounts', finding the provider of your Course, right-clicking, editing the record, going to 'Details’, and checking the 'email address' is populated.
If iCal links are also in use for the first time, please check with our Support team if all required platform configuration settings are also enabled.
iCal links can be added to Email Templates under the following modules: Class Course Date, User Course Date Class, User Course Date Web, Web Course Date. However, please note that theiCal content currently cannot be changed (see example below).
Image/File Link/Set content to a Text Template
The Image button allows you to insert an image stored within your platform
The File Link button lets you add a link to a file stored within your File Store
By clicking ‘Set content to a Text Template’, you can import the text stored within a Text Template into the Body of your Text Template
Full Screen/Code View/ Cleaner
Full Screen mode lets you view the Email Template in full screen
By clicking on Code View, you will reveal the HTML of your Email Template, so that you can add custom HTML formatting if you wish
The Cleaner tool will remove any HTML formatting within your Email Template.
Field
The Field drop-down will allow you to access all of the Merge Fields available for that Email Template's module. Merge Fields allow you to pull through information from areas of your platform and insert it into your Email Template. This means that you can have one Email Template for many Courses, Users, and Awards, as information that is specific to one recipient (e.g. their name or their Account name) can be pulled through dynamically via the Merge Field when the email is sent.
Consolidated Email Templates
Consolidated Emails are designed to reduce inbox clutter by combining multiple messages into a single email when the same Workflow action applies. Instead of sending separate emails for each Course or Delegate, accessplanit groups them together — so recipients only receive one email with all the relevant details.
For example, Trainers scheduled to receive sign-in sheets for several Courses on the same day will get one email covering all their sessions. Similarly, if a customer books multiple Delegates onto a Course, they’ll receive one confirmation email instead of one per delegate. This makes communication clearer, more efficient, and easier to manage for both your team and your customers.
Example Email Template:
Example Email:
Example Email Template:
Example Email:
For more information on Consolidating Emails, please follow the links below:
Click ‘Profile’ and then ‘Administration’ in the top right corner of your Platform This will open the Administration Menu Select ‘Email Templates’ from the administration menu This will open theEmail Templates DataGrid
Email Template Management
Learn how to create and manage Email Templates in your platform:
It is possible to add hyperlinks into the content of your email template, but using the same functionality, you can also create links that open a new email with a pre-defined recipient. This is very popular with text such as 'If you have any questions, please contact us on admin@trainingprovider.org'. To turn the email address in your text into an email link, highlight it and open the Link button (or press Ctrl + K), enter the email address into the 'To what URL should this link go?' section, and prefix it with mailto:
Can I personalise emails for different user types or courses?
Yes, you can create multiple Email Templates emplates tailored to different audiences, and set specific triggers based on user roles, course types, or status updates.
Where can I see if an email has been sent successfully?
All emails are tracked in the Email Log and also appear in the Communications Log on relevant user or course records, so you’ll always have a full communication history.
Are Email Templates reusable?
Yes! Once created, you can assign templates to multiple Workflows or use them manually whenever you need to!
I'm getting the error message: No property info found for type Char' No property info found for type Char Line Number: 0 error
If you receive the following error: No property info found for type Char' No property info found for type Char Line Number: 0, check there are no spaces within the consolidate email text, usually near a bracket ‘[', '{’ or '@' sign
Can I delete an Email Template?
Admins cannot delete Email Templates, this is to prevent templates being deleted by mistake which can could issues in other areas of the platform such as Workflows. However, if you would like any Email Templates deleting, please ensure the Email Templates are not being used within any Workflows and provide a full list of Email Template IDs to the Customer Support Team who can request for them to be deleted for you.
I have a Course with 2 Venues assigned but only the details of 1 Venue is pulling into emails to my Delegates, why is this?
Courses are only expected to have one Venue, typically when the Course will be moving location throughout the duration you would use Sessional Courses so that each session has the right Venue mapped to it.
Can I use Consolidated Email Templates when I send emails from DataGrids?
No. Consolidated Email Templates only work when they are used in Workflows. When you send a standalone/manual email from a DataGrid (for example, from the Delegates, Users, or Invoices grids), the system sends one email per record and does not apply consolidation logic, even if the Email Template is flagged as consolidated. If you need to take advantage of consolidated emails (e.g. combining multiple course confirmations or trainer notifications into a single message), you must: Configure a Consolidated Email Template, and Attach it to a Workflow Action that is triggered by the relevant event (such as a booking being made, a course date starting, or a trainer being assigned). Standalone/manual sends from DataGrids will always behave as normal, non‑consolidated emails.
Can I clone Email Templates?
You can clone any existing Email Template to create a new version quickly, without rebuilding the structure from scratch. Why this is useful
Cloning is perfect when: You have a go-to template that forms the basis of all your new emails You want to reuse a specific email without re-creating the structure manually You want to create a consolidated version of an Email Template You’re bringing in an additional Training Provider and need similar communications How to clone an Email Template Open the ‘Email Templates’ DataGrid from your Administration menu Right-click the template you want to copy and select 'Clone' from the context menu options Or, if you’re working in bulk, select all the Email Templates you would like to clone and use the Mass Actions option of ‘Clone’ from the top-left of your DataGrid Your new template will be created and labelled ‘Clone of [original Email Template label]' Edit the cloned template, rename it, make any updates to the body, and save!
How do I preview or test email templates before sending?
To preview and test an email template before sending any live emails, this can be done from within the email template itself. If you navigate to the email templates section within the administration menu, you can click the ‘Preview & Test’ button at the bottom of the page. Once you select an object to test against, you will then see a preview of what the email will look like before sending.
How do I troubleshoot font or formatting inconsistencies in Email Templates & Workflows?
To troubleshoot font or formatting inconsistencies in Email Templates & Workflows, follow the guidance below: Check for hidden formatting from copy/paste If the email looks fine in accessplanit but strange in Outlook/Gmail (odd font, size, spacing, colours etc): Confirm whether any of the content was copied from Word, Outlook, or another rich-text editor. If yes: Copy the full email body from the Email Template. Paste it into a plain‑text editor such as Notepad (Windows) or TextEdit in plain‑text mode (Mac). Then copy it from the plain‑text editor back into the Email Template, and re‑apply formatting (font, size, bold, etc.) using the accessplanit rich‑text editor only. Test again using Preview on the Email Template or Workflow Action. Standardise font & size settings in the Email Template editor Even without hidden formatting, different parts of the template might have been manually styled. In Administration → Email Templates → Edit your template: Select all content. Set a single font family (for example, Arial) and a consistent font size using the editor toolbar. Re‑apply headings using the Style drop‑down (Heading 1, Heading 2, etc.) instead of manually increasing font size. Check lists and tables: Recreate bullet/numbered lists using the list tools. For tables, ensure all cells use consistent font & size. If you’re still having formatting issues after following the troubleshooting steps, please contact our support team.
How do I troubleshoot missing hyperlinks in Email Templates?
Here's how to troubleshoot missing hyperlinks in accessplanit Email Templates: Common Causes & Fixes 1. Merge fields turning into unwanted hyperlinks Date/time merge fields can sometimes automatically become hyperlinked by email clients (Outlook, Gmail), or conversely, intended hyperlinks may get stripped. This is typically caused by malformed merge field formatting. 2. Hidden formatting from copy/paste breaking links If hyperlinks look fine in the accessplanit editor but are missing or broken in the received email: Check whether any content was copied from Word, Outlook, or another rich-text editor. This can introduce hidden formatting that strips or corrupts hyperlinks If so: Copy the full email body from the Email Template Paste it into a plain-text editor (e.g. Notepad) Copy it back into the Email Template Re-add your hyperlinks Test again using Preview & Test at the bottom of the Email Template page 3. Check the HTML source directly Email Templates can accumulate hidden characters and broken formatting over time: Open the Email Template for editing Click the </> (Code View) icon in the rich-text editor Look for malformed <a href="..."> tags — check that links have proper opening and closing tags and that URLs are correctly formatted Fix any broken HTML, then switch back to the visual editor 4. Preview & Test before sending Always verify your links work before they go live: Navigate to Administration > Email Templates Open the template and click Preview & Test at the bottom of the page Select an object to test against and confirm all hyperlinks appear and are clickable If the issue persists after these steps, it may be worth contacting the accessplanit support team for further investigation.
Can I add a cc or bcc recipient to emails sent from accessplanit?
accessplanit does not currently support adding cc or bcc recipients directly to emails sent from the platform. Each email is sent individually to a single recipient based on the context it is sent from (e.g., the Delegate's email address, the Booking User's email address, or the Manager's email address). However, there are ways to ensure the right people receive the same communication: Using Workflows
You can set up multiple Workflow Actions within the same Workflow to send the same (or a tailored) Email Template to different recipients. For example, one action could email the Delegate and another could email their Manager, both triggered by the same event. Sending manually from DataGrids
When sending emails manually from DataGrids such as Delegates, Invoices, or Resources, you can choose from several recipient options (e.g., Delegate's email, Booking User's email, Manager's email, Employer's email). You can send the same Email Template to multiple recipient types as separate sends.
How do I customize the booking summary in emails?
The booking summary in your emails is controlled by the @@BookingSummary merge field. This merge field automatically pulls through a summary of the booking details when the email is sent. Here's how to add or edit it within your Email Templates: Adding the Booking Summary to an Email Template Click Profile and then Administration in the top right corner of your platform Select Email Templates from the Administration Menu Find the Email Template you want to edit (or click Add Email Template to create a new one) Ensure the Module is set to Booking — this determines which merge fields are available In the Body section of the Email Template, click the Field button to view the list of available merge fields Select @@BookingSummary from the drop-down menu to insert it into your template Customising what appears in your booking emails
The @@BookingSummary merge field pulls through a pre-formatted summary of the booking. If you'd like more control over exactly what information appears, you can use individual merge fields instead of (or alongside) the booking summary. Useful Booking merge fields include: Merge Field What it displays @@BookingUserName The name of the person who made the booking @@BookingSummary A full summary of the booking @@TotalCost The total cost of the booking @@DateCreated The date the booking was created @@CancelBookingUrl A link for the recipient to cancel the booking Testing your changes Click the Preview and Test button at the bottom of the Email Template Click Select to choose a Booking to preview with Check that the merge fields are populating correctly — if an area is blank, it may mean there is no information stored for that field on the selected Booking Send a test email to yourself using the Send Email button to check formatting Tip: The module you select on your Email Template determines which merge fields are available. Make sure you have Booking selected as the module to access booking-related merge fields like @@BookingSummary. For a full list of available merge fields by module, see the .
Can I send an email to a Delegate manually, or do they all need to send through Workflows (automatically)?
You can absolutely send emails manually, not everything has to go through automated Workflows. You can send any of your Email Templates on-demand from a few places: Here's how: From the Delegates DataGrid (for bulk or ad-hoc sends): Go to Delegates Smartgrid from the main navigation menu Search for the Delegate in question Click the Delegate you want to email (This should highlight the row) Right-click and choose Email Pick the Email Template you want to send (e.g. a certificate, survey link, reminder, joining instructions) From the Delegates tab on a Course/Session: Open the relevant Course DataGrid Find the Course in question, right-click and select Delegate Select the relevant delegate Right-click > Email and choose your template This is useful for things like: Certificates: Sending a completion certificate to specific delegates after they've finished Post-course surveys: Manually triggering a feedback request Reminders: Nudging delegates about an upcoming session Joining instructions: Resending if someone missed the original Ad-hoc communications: Anything where you don't want or need a Workflow trigger
My email contains a link that starts with "webroot". What is this?
A URL containing "webroot" means the link was not inserted correctly using the Email Template editor. Instead of using the Quick Links dropdown or Merge Fields to generate the link, the URL was copied directly from elsewhere (for example, copied from the browser address bar while logged into the platform, or pasted from another source). Links copied this way use an internal reference ("webroot") rather than your platform's actual config code, so they will not work for recipients. Q: How do I fix a "webroot" link in my Email Template? Go to Administration > Email Templates Open the Email Template that contains the broken link Highlight the link text and remove the existing hyperlink Re-add the link using one of the following methods: Use the Quick Links dropdown in the editor toolbar to insert the correct platform link Use a Merge Field if the link needs to be dynamic (for example, a link to a specific course or portal page) Click Preview & Test at the bottom of the page to confirm the link now works correctly Save the Email Template Q: How can I tell if a link uses "webroot" without sending a test email? You can check the HTML source directly: Open the Email Template for editing Click the </> (Code View) icon in the rich text editor Look for any <a href="..."> tags where the URL contains "webroot" instead of your platform's config code (for example, instead of yourplatform.accessplanit.com) If you find one, switch back to the visual editor, remove the link, and re-add it using Quick Links or a Merge Field
