Trail allows you to create Custom Email Templates that you can use manually or together with Custom Automations. This helps keep your client communication consistent, professional, and efficient.
Quick Summary
Custom Email Templates allow you to:
Create reusable email templates
Customise subject lines and email content
Use merge tags to personalise emails
Share templates with your Team or Organisation
Use templates in Custom Automations
📍 Templates are managed in Personal Settings → Email Templates
Where to Find Email Templates
Go to Settings
Open Personal Settings
Click Email Templates
You’ll see three tabs to help organise templates clearly.
There are now three unique tabs to help differentiate between System Templates, email templates Shared With You, and Your Templates 👍
System Templates
These are Trail’s default email templates
You can:
Edit them to suit your wording
Reset them back to default at any time
With Business Access, you can:
Set a customised system template as the Organisation Default
💡 Best for: Standard system emails used across Trail
Shared With You
Templates created by others and shared with:
Your Team, or
Your Organisation
You cannot edit these templates
Only the original creator can make changes
💡 Best for: Consistent messaging across teams or the whole business
Your Templates
Templates you personally created
Only you can edit these templates
You can share them with:
Your Team
Your Organisation
💡 Best for: Your own workflows, tone, and automations
How to Create a New Email Template (Step-by-Step)
Step 1: Start a New Template
Go to Settings → Email Templates
Click Create New Email Template
Step 2: Set Up the Template Details
You’ll now be working on a blank template. Fill in the following:
Template Name
(Internal name – clients won’t see this)Description
(Optional, but helpful for identifying usage)
Email Subject Line
(This is what your client will see)
Step 3: Build the Email Body
In the main editor, you can:
Write your email content
Apply formatting (bold, headings, lists, etc.)
Insert images
Use merge tags to personalise emails
(e.g. client name, adviser name)
💡 Merge tags automatically pull information from the client’s profile.
Step 4: Save Your Template
Click Save once you’re finished
Your template will now appear under Your Templates
How to Edit an Existing Template
If you need to fix a typo or update wording:
Go to Your Templates
Click the template you want to edit
Make your changes
Click Save
⚠️ You can only edit templates that you created
How to Share an Email Template (Team or Organisation)
Sharing is required if you want to use the template in Custom Automations.
Step-by-Step:
Open the template from Your Templates
Click the dropdown menu (top right of the template)
Choose:
Share with Team, or
Share with Organisation
Once shared:
Others can use the template
Only you can edit it
Using Email Templates in Custom Automations
To use a template in a Custom Automation:
The template must be shared at the Organisation level
Personal-only templates will not appear in automation options
Best Practice Tips💡
Use clear template names (e.g. FRR – Initial Client Email)
Add descriptions so others know when to use the template
Test templates before using them in automations
Keep automation templates generic and professional
Review shared templates regularly to ensure they’re still relevant