Stora sends various emails on your behalf, such as move-in instructions and price change notices. With Customer Emails, you can tailor these messages to match your brand and add your own instructions.

How it works

You will find Customer Emails in Settings. Email templates are grouped under categories, such as Bookings and Move-in, so you can quickly find what you need.

To start editing:

Go to Settings in your Stora Backoffice.
Select Customer Emails.
Select the email template you want to edit.

Each email template exists separately for each site. Changing a template for one site does not update it for your other sites.

⚠️ Templates are managed per site. Use the site selector at the top right to choose the site you want to update.

Email preview

When you select an email, you will first see a preview of how it looks now.

Use the Site selector in the top right to switch between sites.
Use Reset to Stora default if you want to remove your changes and go back to the original content

This view helps you confirm which template and site you are editing before you start making changes.

Customising templates

When you select Edit template, you will open the email editor. Here you can:

Edit the email content.
Update the Subject at the top of the editor.
Change styling, add links, images, buttons, and more.

⚠️ Templates are managed per site. You can change the site by using the dropdown menu.

Style text

You can style headings and paragraphs directly in the editor.

To change text style:

Highlight the text you want to style.
Open the formatting dropdown in the toolbar.
Choose a heading level or Paragraph style.

Use headings to structure your content, and keep paragraphs short so emails are easy to read on all devices.

Add links

You can add your own custom links or use dynamic link options that point to specific parts of your Stora website, such as My Account.

To add a link, choose one of the following options:

Option 1: Use the toolbar

Highlight the text you want to turn into a link.
Click the link icon in the toolbar.
Enter the URL or select a dynamic link option.
Click Save.

Option 2: Use the keyboard shortcut

Highlight the text you want to link.
Press Cmd + K on Mac or Ctrl + K on Windows.
Enter the URL or select a dynamic link option.
Click Save.

Option 3: Paste a URL

Copy the URL you want to use.
Highlight the text in the editor.
Press Cmd + V on Mac or Ctrl + V on Windows to paste the link.

💡 Only custom links can be added using the paste shortcut. Use the toolbar or keyboard shortcut to add dynamic links.

Add buttons

Buttons help important actions stand out in your emails, such as visiting My Account or confirming a booking.

To add a button:

Place your cursor where you want the button to appear.
Click the Button option in the toolbar.
Enter the button text.
Add a custom URL or choose a dynamic link option.
Click Insert.

You can then adjust the surrounding text to explain what happens when the customer clicks the button.

Add images

You can add images by pasting the URL of a publicly available image directly into the editor.

To add an image:

Copy the URL of a public image.
Place your cursor where you want the image to appear.
Paste the image URL into the editor.

Example public URL: https://i.postimg.cc/XJpmnXKd/free-wine.jpg

⚠️ Images must be publicly accessible. If an image requires a login to view, it will not load in the email. Some email clients may also block images by default.

Add dynamic content with merge tags

Merge tags personalise your emails by automatically inserting information from your Stora account when the email is sent.

For example, if you add { { customer.name } } to a customer email, the customer will see their actual name in the email they receive.

You can use merge tags to insert:

Customer details.
Booking details.
Site information.

To add a merge tag:

Place your cursor where you want the information to appear.
Click the merge tag icon in the editor toolbar.
Choose a merge tag from the list.

To see how the email looks with real data, send yourself a test email using Save & Send preview or publish the template and view a live example.

💡 You can also use merge tags in the email subject line. Copy the merge tag text from the editor into the Subject field to add it there.

Use conditionals to show alternate content

You can use conditional statements to show different content based on what is happening in the customer’s account. This is useful for things like price changes, where you might want different wording for increases and decreases.

Conditionals use Liquid. A basic pattern looks like this:

{% if condition %} Show this content {% endif %}
{% if condition %} Show this content {% else %} Show alternative content {% endif %}

For example, to change the wording based on whether the price is going up or down:

{% if price _adjustment.is increase %} This increase works out as an additional {% else %} This decrease works out as a saving of {% endif %} £10.00/week.

In this example, customers with a price increase will see “This increase works out as an additional…”, and customers with a price decrease will see “This decrease works out as a saving of…”.

Should you need help creating your own, please reach out to support.

Become an email editing pro with Markdown

Markdown is a quick way to format text using simple characters instead of relying on the toolbar. It can help you write and edit emails faster.

For example:

Use *text* for bold.
Use _text_ for italics.

If you are new to Markdown, this cheatsheet shows common examples and how they work.

You can still use the toolbar at any time if you prefer.

Use code mode for advanced editing

Code mode lets you edit the HTML of your email template directly. This is useful if you want more advanced styling or need to copy and paste templates between tools.

To open code mode:

Open the email editor for the template you want to edit.
Click the <> icon in the toolbar.

To edit and save:

Make your changes in the HTML view.
Click Save code in the toolbar. This saves your code in the editor but does not publish it.
When you are ready to go live, click Save & publish.

⚠️ Code mode is intended for advanced users. If you are not comfortable editing HTML, consider using the standard editor or asking a developer or AI assistant for help.

Use an AI assistant to help with HTML

If you are not very technical, you can use an AI assistant to help you work with HTML.

To do this:

Open the email editor and switch to code mode.
Copy the full HTML from the code view.
Paste the HTML into an AI assistant such as ChatGPT.
Describe the changes you want to make, for example “make the headings larger” or “add a button below the first paragraph”.
Copy the updated HTML from the AI assistant.
Paste it back into code mode in Stora.
Click Save code, then Save & publish when you are satisfied with the result.