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# How to Create and Customize Email Templates in Refrens?

Email templates help you save time by creating reusable emails for your regular communication.

With Refrens, you can create email templates for:

* **Sales CRM** – Use templates when sending emails to leads.
* **Accounting Documents** – Use templates when sending invoices, quotations, purchase orders, and other accounting documents.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/b/8/8/ab884d8153100800/image_1veydf1.png =663xauto)


You can also personalize your templates using **variables**, edit existing templates, duplicate templates, and deactivate or remove templates when you no longer need them.

# 1) Creating a New Email Template

Go to:
**Marketing CRM → Email Templates → New Template**

![](https://storage.crisp.chat/users/helpdesk/website/-/a/b/8/8/ab884d8153100800/screenshot-2026-09-21-111502_1jlmzr8.png =796xauto)

### => Enter the following details:

1. **Category** – Select whether the template is for Sales CRM or Accounting Documents.
2. **Template Name** – Give your template a name so you can easily identify it later.
3. **Email Subject** – Add the subject line of the email.
4. **Email Body** – Write the message you want to send.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/b/8/8/ab884d8153100800/image_1pwcgj9.png =776xauto)


### => Adding a Variable:

While **creating or editing an email template** you can also add **variables** to the subject and email body to automatically insert information such as the customer's name, document number, business name, and more.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/b/8/8/ab884d8153100800/variable-add_2vj6sc.gif =898xauto)


1. Place your cursor where you want to add the variable.
2. Click **Add Variable**.
3. Select the information you want to insert.
4. The variable will be added to your email.

You can use variables in both:
* **Email Subject**
* **Email Body**

### Sales CRM Variables:

Sales CRM templates support variables related to your lead, your business, and the sender.

| Variable | Description |
| ---- |
| `{{company.name}}` | Lead's Company Name |
| `{{contact.name}}` | Lead Name |
| `{{contact.email}}` | Lead's Contact Email |
| `{{contact.phone}}` | Lead's Contact Number |
| `{{contact.country}}` | Lead's Country |
| `{{my.name}}` | Your Name |
| `{{business.name}}` | Your Business Name |
| `{{my.phone}}` | Your Contact Number |

### Accounting Document Variables:

Accounting Document templates support variables related to the document, customer, and your business.

These variables are especially useful when creating templates for invoices and other accounting documents because the document details can be added automatically.

| Variable | Description |
| ---- |
| `{{document.number}}` | Document Number |
| `{{document.date}}` | Document Date |
| `{{document.due_date}}` | Due Date |
| `{{document.currency}}` | Document Currency |
| `{{document.total}}` | Document Total |
| `{{customer.name}}` | Customer Name |
| `{{document.share_link}}` | Document Share Link |
| `{{business.name}}` | Your Business Name |

###### Example:


**Subject:**

Payment Reminder – {{document.number}}

**Email Body:**

Hello {{customer.name}},

This is a reminder that **{{document.amount\_due\_with\_currency}}** is due on **{{document.due\_date}}**.

Please make the payment at your earliest convenience.

Thank you,
{{business.name}}

![](https://storage.crisp.chat/users/helpdesk/website/-/a/b/8/8/ab884d8153100800/chatgpt-image-sep-21-2026-1134_1pjv0h2.png =851xauto)



When the email is sent, Refrens automatically replaces the variables with the relevant information.

**For example:** Hello John,  **instead of:** Hello {{customer.name}},

### => Preview and Publish:

Once you have finished creating your template:

![](https://storage.crisp.chat/users/helpdesk/website/-/a/b/8/8/ab884d8153100800/image_slvyia.png =817xauto)



1. You can check how the email will look in the **Email Preview** section
2. Review the subject and email content.
3. Make any required changes.
4. Click **Publish Template**.

Once published, the template will be available in the relevant email flow.

# 2) Using an Email Template

Once you have created and published a template, you can select it whenever you send an email from the relevant flow. The available templates will appear in the **Email Template** dropdown.

### => For Sales CRM:

When sending an email to a lead:

![](https://storage.crisp.chat/users/helpdesk/website/-/a/b/8/8/ab884d8153100800/image_l8g4xu.png =810xauto)

### => For Accounting Documents:

You can select an email template while sending accounting documents such as:

* Invoices
* Proforma Invoices
* Quotations
* Sales Orders
* Purchase Orders
* Credit Notes
* Debit Notes
* Delivery Challans
* Payment Receipts
* Expenditures

When you select a template, Refrens automatically fills in the email subject and body.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/b/8/8/ab884d8153100800/image_wzauoo.png =796xauto)

You can either:
* Send the email as it is, or
* Make changes to the email before sending it.

###### Don't want to use a custom template?

You can select the **Default Template** from the Email Template dropdown instead.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/b/8/8/ab884d8153100800/image_33fmpa.png =798xauto)

# 3) Managing Existing Email Templates

You can manage all your email templates from one place.

Go to:
**Business Settings → Email Settings → Email Templates**

Here, you can view and manage templates created for **Sales CRM** and **Accounting Documents**.

Depending on the template, you can:

* Edit a template
* Duplicate a template
* Deactivate a template
* Remove a template

### 3.1) Edit an Email Template

If you want to make changes to an existing template, you can edit it instead of creating a new one.

To edit a template:
1. Go to **Email Templates**.
2. Find the template you want to change.
3. Click the **Edit** icon.
4. Make the required changes.
5. Click **Publish** to save the updated template.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/b/8/8/ab884d8153100800/screenshot-2026-09-21-111801_7pfnp8.png =966xauto)

You can update:
* Template Name
* Email Subject
* Email Body
* Variables

### 3.2) Duplicate an Email Template

If you need a new template that is similar to an existing one, you don't have to create it from scratch.

You can **duplicate** an existing template and make changes to the copy.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/b/8/8/ab884d8153100800/image_100ghaz.png =901xauto)


To do this:
1. Find the template you want to copy.
2. Click **Duplicate**.
3. Update the template name, subject, content, or variables as required.
4. Click **Publish Template**.

This is useful when you want to create multiple templates with similar content.

### 3.3) Deactivate or Remove an Email Template

If you no longer want a template to be available while sending emails, you can **deactivate or remove** it.

###### => Deactivate a Template:

When you deactivate a template, it will no longer be available in the **Email Template** dropdown.

You can keep the template and activate it again when needed.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/b/8/8/ab884d8153100800/image_1scvf1y.png =908xauto)


###### => Remove a Template:

If you no longer need a template, you can remove it.
 
A removed template will no longer be available for selection when sending emails as well as in the templates list.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/b/8/8/ab884d8153100800/image_bacgfw.png =935xauto)

# Tips for Creating Effective Email Templates

* **Use Variables:** Add variables like Customer Name, Document Number, Due Date, and Business Name to personalize emails.
* **Keep It Clear:** Use a simple subject line and concise email content.
* **Preview Before Publishing:** Check the subject, content, and variables before publishing.
* **Keep Templates Updated:** Update your templates when business details or processes change.
* **Duplicate Similar Templates:** Duplicate an existing template when creating a similar one instead of starting from scratch.

If you still have questions, reach out to us at care@refrens.com or contact us through chat support for quicker assistance.