With the Email Template Editor, Org Admins and Administrators can customise emails sent by FieldAware on their behalf to customers for Jobs, Quotes, Invoices, and Attachments.
This article walks you through every step from accessing the Editor to saving and resetting your templates.
Note: Users must have Org Admin or Administrator role to access this feature.
Before You Start
Make sure the following are in place before customising your email templates:
You are logged in with an Org Admin or Administrator account.
Your Company Logo and organisation profile details (name, address, contact number) are up to date in Company Settings, as these are used to auto-populate the email footer.
The Email Templates option is visible in your Company Settings. If it isn't, contact your FieldAware account team to have it enabled.
Accessing Email Templates
From the top navigation, click your profile or company name to open Company Settings.
Within the available settings area, click Email Templates.
You will see a list of four email types:
Email Type | Description |
Job Email | Sent when sharing a job with a customer |
Quote Email | Sent when sharing a quote with a customer |
Invoice Email | Sent when sharing an invoice with a customer |
Attachments Email | Sent when a technician emails job or quote attachments from mobile |
Each email type displays its current status: System Default (gray) or Customized (blue and the last modified date).
4. Click on the email type you would like to edit (e.g., Job Email) to open the Editor.
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Customising the Email "From Name"
The "From Name" is what appears in your customer's inbox as the email sender's name.
Note: The maximum length for the From Name is 100 characters.
In the From Name field, type the name you want to appear (e.g.
Acme Corp Service Team).
Note: This can be set differently for each email type — for example: - Job Email →
Acme Corp Field Team- Invoice Email →Acme Corp Billing.
If you leave this field empty, the system will display your organisation name as the From Name by default. A hint will show: Leave empty to use: [Your Company Name].
Customising the "Reply-To" Email Address
The Reply-To address specifies where your customers' responses are sent when they reply to an email.
In the Reply-To field, enter the email address to which you would like replies sent (e.g.
service@acme-corp.com).
Note: You can set a different reply-to address for each email type: - Job / Quote / Attachments →
service@acme-corp.com- Invoice →billing@acme-corp.com.
If left blank, the no Reply-To header is set, and replies go to the sender's default inbox.
To validate that your email address is formatted correctly, the system will show an error if the format is invalid and will prevent saving until it is corrected
➕ Optional: Include the Job Lead or Invoice Creator
An option to toggle on "Add Job Lead as additional Reply-To recipient" (or "Add Invoice Creator" for the Invoice template) is available during this step. When enabled, customer replies go to both your configured Reply-To address and the person who created or leads the record.
Customising the Subject Line
The subject line is the first thing your customer sees and uses it to determine the email's importance. With this in mind, you can write a custom subject line and personalise it with dynamic variables.
Click into the Subject Line field.
Type your subject line (e.g.
Your Job from Acme Corp is Ready).To insert a dynamic variable, click + Insert Variable and select from the available list for that record type.
Note: If you leave the subject line blank, the system will automatically default the subject for that email type.
Example Available Variables
Variable | Final Output |
| The job reference number (e.g. WO-2025-04521) |
| The customer's name |
| The invoice reference number |
| The total amount on the invoice |
| Your organisation name |
| The scheduled date for the job |
EXAMPLE
Example subject line: Invoice {{invoice_id}} from {{company_name}}
Sends as: Invoice INV-2025-08934 from Acme Corp
Editing the Email Body
The Email Body Editor allows you to write and format the main content of your email.
Click into the Email Body area.
Select a tool using the toolbar to format your content:
Tool | What It Does |
B (Bold) | Makes selected text bold |
I (Italic) | Makes selected text italic |
U (Underline) | Underlines selected text |
Align Left / Centre | Controls paragraph alignment |
🔗 (Link) | Inserts a clickable hyperlink |
+ Insert Variable | Inserts a dynamic variable at the cursor position |
3. The editor will be pre-populated with the current system default for that email type. You can edit this or clear all to refresh.
4. Press Enter for a new paragraph, or Shift+Enter for a line break within a paragraph.
Inserting a Hyperlink
Select the text you would like to link (e.g.
our service policies).Click the 🔗 Link button in the toolbar.
A dialog box will appear — enter the URL (e.g.
https://acme-corp.com/policies).Click Insert Link.
To edit or remove a link later, click it in the editor — an inline tooltip will appear with [Edit] and [Remove] options.
Inserting Dynamic Variables into the Body
Place your cursor where you want the variable to appear.
Click + Insert Variable in the toolbar.
Browse or search for the variable you want (e.g., type
dateto filter to date-related variables).Click the variable to insert it at the cursor position.
💡 Tip
If a record doesn't have data for a variable (e.g., no technician assigned), the variable simply resolves to blank — your customers will never see a broken {{placeholder}} in their email.
⚠️ Attachments Email only: The {{attachments_zip_url}} variable must always remain in the Attachments Email body. This is the link your customers use to download attachments. If this variable is removed, the template cannot be saved. If removed, it can be added to the Email Body by selecting it from the “+Insert Variable” dropdown of available options.
Reviewing the Email Footer
All four email templates share a common footer that is automatically populated from your Company Settings. You do not need to configure this manually.
The footer includes:
Your Company Name, Address, and Contact Details (left side)
Sourced from your organisation profile
Your Company Logo (right side)
Can also be set via Company Settings → Company Logo
If no logo has been uploaded, a placeholder will appear with a link to upload one in Company Settings.
Note: The footer is shared across all four email template types. Any changes to your company profile or logo in Company Settings are automatically reflected in all email footers.
Saving Your Template
Once you are satisfied with your changes, click Save.
Your preferences are saved immediately and take effect for all future emails of that type.
A confirmation message will appear: "Email preferences saved."
The email type status on the Email Templates list will update to Customized with a last modified date and time shown
Leaving Without Saving
If you click Cancel or the ✕ close button while you have unsaved changes, a dialog will appear stating: "You have unsaved changes. Discard changes?"
You may select Keep Editing to return to the editor, or Cancel to discard your changes and exit.
Resetting to Default (Optional)
If you want to start fresh and restore a template to its original system settings:
Open the email type editor (Company Settings → Email Templates → select record type).
Scroll to the bottom of the editor and click Reset to Default.
A confirmation dialog will appear: "This will restore all settings to system defaults. Your customisations will be lost. Continue?"
Click Reset to confirm.
The template will revert to system defaults across all fields (Reply-To, From Name, Subject, and Body), and the status will change back to System Default.
