Every outbound template in Settings → Customer emails can pull in details from the ticket — the customer’s name, your shop name, what’s on the quote, when pickup is, and more. You don’t have to rewrite the email for each order.
Open any template body in Settings → Customer emails or a win-back sequence, then tap a field chip under the editor to insert it. The live preview shows how it will read for a sample customer.
Fields you can insert
| Field | What it becomes |
|---|---|
{{ customer_name }} |
The customer’s first name (when you have it) |
{{ business_name }} |
Your shop / display name |
{{ subject }} |
The ticket subject (acknowledgment only) |
{{ product_summary }} |
A short line about what’s on the quote |
{{ pickup_hint }} |
A short pickup line (for example “pickup Friday”) |
{{ invoice_amount }} |
The quote total |
{{ invoice_url }} |
The pay link |
{{ invoice_number }} |
The invoice number (when present) |
Not every template offers every field. The chips under each editor show only what that email can use.
Hide a line when a detail is missing
Some customers don’t leave a name. Pickup isn’t always set yet. Wrap optional bits so they only send when that detail exists:
Hi{% if customer_name %} {{ customer_name }}{% endif %} — your quote is ready.
- If the name is Dana, the customer sees:
Hi Dana — your quote is ready. - If the name is missing, they see:
Hi — your quote is ready.
Same idea for product or pickup:
Your quote{% if product_summary %} for {{ product_summary }}{% endif %} is ready{% if pickup_hint %} ({{ pickup_hint }}){% endif %}.
Full example (ticket acknowledgment)
Hello{% if customer_name %} {{ customer_name }}{% endif %},
{{ business_name }} here — thanks for reaching out!
I created this ticket so we can quote and schedule your request. Any questions, please let us know by replying to this email.
Thanks,
{{ business_name }}
Tips
- Tap the chips under the editor instead of typing field names by hand when you can — fewer typos.
- Use the preview on the right before you save. Toggle desktop / mobile to see how it reads.
- Quote emails still add line items and the pay button automatically under your body copy — you don’t need to paste those in.
- Logo, colors, and signature come from Settings → Your brand, not from the template body. See Logo, colors, and signature.
If the editor underlines something in red, check for a missing {% endif %} or a field name that isn’t available on that template.
Where to go next
- Customer emails — which template sends when
- Win-back for idle quotes — sequences that use the same fields
- Logo, colors, and signature — brand on every email
- Quotes and invoices — sending a quote from a ticket
- Pickup and calendar — pickup reminders
