Email templates: FAQs
Find answers to common questions about email templates.
What happens if a variable has no value?
If a variable is empty, it will appear as blank in the email.
Can I edit an email template after it’s used in a workflow?
Yes, but changes will only apply to future sends. Emails that were already sent will not be updated.
Why can’t I select my email template in the workflow?
Make sure the email template you created has been activated. Only active (published) email templates can be selected in a workflow.
Why is my email not being sent?
Check the following:
The workflow is published, not in draft mode.
The trigger conditions are met.
The recipient has a valid email address.
The email template is active.
You can also review the workflow run history for errors.
What is the difference between system variables and custom variables?
System variables automatically pull data (e.g., customer name, email, order details).
Custom variables must be manually defined in the workflow and passed into the template.
Can I use variables in buttons and links?
No. Variables are currently not supported in buttons or link URLs.
Can I schedule emails or manually send emails using templates?
Email templates cannot be sent or scheduled on their own.
To send an email template, you must:
Add it to a workflow (for automated emails triggered by events).
Use that workflow in a campaign.
Can multiple workflows use the same email template?
Yes. A single email template can be used in multiple workflows or campaigns. However, changes to the template will impact all future sends across those workflows.
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