Email templates help you send emails faster while keeping your communication consistent.

In Refrens, you can create and customize email templates for:

• Sales CRM — for emails sent to leads
• Accounting Documents — for emails sent with invoices, quotations, purchase orders, and other documents

This guide explains how to select templates, use variables, create new templates, and manage existing ones.

1) How to Use an Email Template ?

Whenever you send an email from a supported flow, you can choose a template from the Email Template dropdown.

For Sales CRM

While sending an email to a lead, select the required template from the Email Template dropdown.

For Accounting Documents

You can also 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

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

You can edit this content before sending the email or use it as it is.
Once everything looks correct, click Send Email.

2) Personalize Emails Using Variables :

Variables are placeholders that Refrens automatically replaces with the relevant information when an email is sent.

For example, suppose your template contains:
Hello {{customer.name}},

If the customer's name is John, the email will automatically show:
Hello John,

This lets you personalize emails without manually entering the same details every time.

Sales CRM Variables

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

Accounting Document Variables

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

How to Add a Variable

While creating or editing a template, click Add Variable and select the information you want Refrens to insert automatically.

You can use variables in both the email subject and email body.

3) How to Manage Existing Email Templates

Go to:
Settings > Email Templates

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

Depending on the template and its current status, you can edit, duplicate, archive, or remove it.

3.1) Edit a Template

Click the Edit icon next to the template.

You can update:

• Template Name
• Email Subject
• Email Body
• Variables

You can also use any of the template variables (as discussed earlier) as per your needs by clicking on the "Add Variable" icon:

After making the required changes, publish the updated template.

3.2) Duplicate a Template

If you want to create a similar template without starting from scratch, duplicate an existing template.

You can then change its name, subject, content, or variables before publishing it as a new template.

This is useful when you need multiple templates with similar messaging.

3.3) Remove or Mark as Inactive a Template

If you no longer want a template to be available while sending emails, you can mark it as inactive or remove it from Settings > Email Templates.

Inactive or removed templates will no longer appear in the email template dropdown.

4) How to Create a New Email Template

Go to:
Settings > Email Templates > Create New Template

Next, enter:

• Category
• Template Name
• Email Subject
• Email Body

You can also add variables wherever required.

Example

Subject:
Invoice {{document.number}} from {{business.name}}

Email Body:
Hello {{customer.name}},
Please find your invoice {{document.number}} below.
You can view the invoice here: {{document.share\\\\\_link}}
Thank you,
{{business.name}}

Once your template is ready, use the Preview option to check how the email will appear.

Then click Publish Template to make it available for use.

5) Where Will Published Templates Appear?

Templates are only available in the flow for which they were created.

• Sales CRM templates appear while sending emails to leads.
• Accounting Document templates appear while sending emails for the relevant accounting documents.

For example, a template created for Sales CRM will not appear while sending an invoice, and an Accounting Document template will not appear while emailing a CRM lead.

This helps keep the template list relevant to the email you are sending.

Best Practices for Email Templates

• Use variables for details such as customer names, document numbers, due dates, and business names. This saves time and keeps emails personalized.
• Write clear subject lines and concise email content. Include only the information the recipient needs.
• Review your templates whenever your business details, messaging, pricing, contact information, or processes change.
• Always preview a new or updated template before publishing it to make sure the content and variables appear correctly.

That's it! You can now create reusable email templates, personalize them using variables, and manage them from Settings > Email Templates.

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

Updated on: 17/08/2026