Store Management
Email Templates
Customize transactional emails with AI, store branding, BCC, marketing drip sequences, and custom templates for automations.
Overview
Store settings → Email Templates (also under Email → Templates tab) lets you edit subjects and HTML for every major transactional email — not only order confirmation — and configure marketing email sequences.
Language chips follow Store Setup → supported locales.
What merchants do
- Pick a template (Orders, Bookings, Team, Account, Billing, Points, Marketing, or Custom)
- Write a plain-language brief in Describe what you want
- Click Generate with AI — AI produces subject + HTML (placeholders kept)
- Review the live preview; optionally Edit HTML
- Save · Reset to default · Send test
Email theme colors
On the same page, Email theme colors controls button/link accents:
- Store brand (recommended) — uses Store Setup → Branding primary
- Five presets — Ink, Forest, Wine, Slate, Copper
- Custom — pick a color or paste a hex (
#RRGGBB)
The live preview updates immediately when you change the theme. Marketing drips and transactional templates that use the shared button colors pick up the same accent when sent.
Store logo, name, and contact are added through the {{store_header_html}} / {{store_footer_html}} placeholders from Store Setup branding. Logos are embedded in the email when sent.
Marketing email sequences
On the same page, open Marketing email sequences (collapsible card above Recent sends). Each sequence shows a timeline of steps (hours after trigger).
| Sequence | Purpose | Sending |
|---|---|---|
| Abandoned cart | Cart sits inactive | Sends automatically — email multi-step + optional WhatsApp (consent-aware; needs SMTP/SES and/or WhatsApp) |
| New account welcome | After customer signup | Sends automatically |
| Browse abandonment | Logged-in shopper viewed products, no cart/order | Sends automatically — enable the sequence; optional WhatsApp |
| Post-purchase thank-you | After an order | Sends automatically — when an order is paid (within 72 h of being placed), in the customer's language |
| Win-back | Inactive customers | Sends automatically — registered customers with no order for the set number of days (default 60); a new order stops it |
| Review request | Ask for a review | Sends automatically — delivered orders of registered customers, with a link to write a review; skips already-reviewed products |
| Reorder / replenishment | Remind to buy again | Settings and templates only (does not send automatically yet) |
| Custom | Your name + trigger | Saved for use in Automations |
When they start: Post-purchase thank-you — when the order is paid. Review request — when the order is marked Delivered or Completed (registered customers only; reviews are written in their account). Win-back — when a registered customer's last paid order is older than Days since last order (14–365, default 60). Steps count hours from that moment. Each step is sent once per order (win-back: once per customer and last order), never to customers who unsubscribed, and a step more than 48 hours overdue is skipped — so turning a sequence on does not email old orders. Orders synced from Shopify/WooCommerce are skipped. The email uses the customer's language (built-in copy in all 11 panel languages; your edits per language win).
For each step: enable/disable, set hours after trigger, and pick a custom template (or default). Abandoned cart and Browse abandonment also offer an optional WhatsApp reminder toggle (consent-aware; freeform inside Meta’s 24h window).
Sending connection: email steps need an active SMTP/SES config on Email (Sending). For volume, prefer Amazon SES. WhatsApp needs an active Meta WhatsApp integration.
Create custom templates first (below), then assign them to drip steps.
System templates (built-in)
| Group | Templates |
|---|---|
| Orders | Customer confirm, merchant new-order, status processing/shipped/delivered/cancelled |
| Bookings | Confirm, cancelled, rescheduled, reminder |
| Team | Staff task assigned, invite teammate |
| Account | Customer email sign-in, customer email verification, merchant email verification |
| Billing | AI credits low / exhausted |
| Points | Purchase gift CTA, transfer claim, claimed (sender/recipient) |
Store-editable templates you can also customize (in addition to the table above):
- Order cancellation request → sent to you (merchant) when a customer cancels
- Support ticket reply → sent to the customer when you answer a ticket
- Staff task assigned → internal email to a teammate
- Booking request received (pending approval) → sent to the customer
- Customer password reset → sent to the customer
OrderInChat account emails (email verification, password reset, team invite, billing alerts) are sent by OrderInChat itself and cannot be edited by the store.
Custom templates + automations
Add a custom template for campaigns/workflows. In Automations → Send Email, set Email template to the template id (e.g. order_confirm_customer or custom_…). The same custom templates appear in marketing drip step pickers.
AI Translate
Works for any language enabled in Store Setup (not only the 11 built-in OrderInChat defaults). Built-in defaults cover EN/TR/DE/… for first-open preview; other locales start from the store default language until you run AI Translate (or edit manually).
Use Missing only to fill empty locales, or Overwrite all to re-translate from the store default.
Progress shows a % bar on the page and in the dialog. Translation runs in the background — you can close the dialog or the browser tab; reopen Email Templates to see progress. Use Overwrite all when regenerating Arabic/Hebrew/etc. so right-to-left layout and header/footer text are refreshed.
For Arabic / Hebrew / Urdu / Persian: open that language chip first, then run Overwrite all so right-to-left layout and header/footer text are regenerated (old mixed drafts are not auto-fixed).
BCC + Language
On the Templates page, BCC and Language sit side by side. AI translate uses the Language chip row. A comma-separated BCC list applies to transactional sends (and tests).
Sent emails
Outbound sends (order confirmations, marketing drips, tests) are logged on a dedicated page: Store settings → Sent emails (/en/store/sent-emails), listed in the sidebar and horizontal menu before Feed.
Expand a row to preview the HTML body and see delivery / bounce status (when Amazon SES delivery notifications are configured). Email Templates keeps only a short link to this page.
Related
- Email (Sending) — SMTP / Amazon SES / From address
- Translations — Email Templates row (AI translate missing locales)
- Invoice Template — PDF invoices (separate)
