Templates
Manage the subject and body texts of notifications with language localizations, create new templates, and preview before sending.
The Templates screen is where you manage the subject and body texts of emails, SMS, calls, and push notifications sent to customers. The content of each notification, such as order confirmation, shipping information, or verification code, comes from a template; which event sends which template to whom is determined by the processes on the Events and processes screen. Templates can have localizations for languages other than the default (Turkish) text. Changes you make here affect real customer notifications.
Accessing the screen
Navigate from the menu via Notifications & Logs › Templates. The Templates button in the Processes view of the Events and processes screen also brings you here from a process record’s template link. If you do not see it in the menu, your account does not have permission for this screen.
Screen sections
- Header: Templates with the description "Email and SMS bodies; with language localizations." below.
- Filter card: First name and Display language fields; Clear, Detailed filters, and Filter buttons.
- List card: Per page selection, record counter (filter result), New template button, refresh icon, Columns menu, table, and pagination.
Filtering and searching
Filters apply when you press the Filter button (or Enter while in a field). Clear empties all filters and refreshes the list immediately.
| Field | Purpose | Tip |
|---|---|---|
| First name | Finds templates by name. Always visible. | Searches for the full name; partial names return no results. |
| Display language | Selects the language in which the subject text is shown in the list. Always visible. | This is not a row filter; the number of templates does not change. If a template lacks localization in the selected language, its default text is shown. Leaving blank uses Default (Turkish). |
| Message type | Lists only templates of the selected message type. | Added via Detailed filters menu. |
| OTP template | Yes: only verification code templates; No: others. | Added via Detailed filters menu. Templates starting with "OTP" are considered OTP templates. |
List
| Column | Meaning |
|---|---|
| First name | Template name (link; opens template page on click) with description below. This column cannot be hidden. |
| Subject | Template subject text in the selected display language. |
| Message type | SMS, Email, Call, or Push. |
| Language | The language in which the list is displayed: language code or Default. Hidden by default. |
| OTP template | Yes (yellow) if the template is a verification code template; otherwise No. |
Page size can be 25, 50, or 100. Clicking a row or selecting Open detail from the row’s three-dot menu opens the template page.
Actions
Creating a new template
Used when you need to prepare content for a new notification type.
- Press the New template button on the list card.
- Fill out the form that opens (fields in the table below).
- Press Save. If any required or invalid fields exist, error messages appear below and saving is blocked: if First name is empty or exceeds 200 characters, or Message type is not selected, Required field appears; if the default body is empty, the error "Default body cannot be empty." appears.
- Read the confirmation dialog warning "The template WILL be used in REAL customer notifications; changes take effect from the next sending." and the creation question with the template name, then confirm with Save. Cancel returns to the form.
If saving succeeds, a Saved notification appears, the form closes, and the list refreshes. If saving fails, an error notification appears and the form remains open for correction and retry.
| Field | Required | Description / rule |
|---|---|---|
| First name | Yes | Maximum 200 characters. Verification code templates start with "OTP". |
| Message type | Yes | SMS, Email, Call, or Push. |
| Render type | — | Only Scriban is available. Template variables are processed according to this rule. |
| Parent template | No | Frame template into which the body is inserted (e.g., email frame with common header and footer). Leave empty for No parent template. |
| Description | No | Maximum 1000 characters. Shown below the name in the list. If exceeded, no warning appears below the field; saving is rejected with an error notification. |
| Subject · Default | No | Default (Turkish) subject text. Single-line field. |
| Payload · Default | Yes | Default (Turkish) body; multi-line field. Empty triggers "Default body cannot be empty." error. |
The new template form has no preview button; you can preview the template from its page after saving.
Adding and removing localizations
Each of the Subject and Payload sections has language localizations below the default text.
- Press Add localization in the relevant section. The first unused language is selected automatically.
- Select the desired language from the Language list and enter the text.
- To remove a localization, press the trash icon (Remove translation) next to it.
Languages appear with name and code (e.g., English (en)). Available languages: English, French, German, Dutch, Spanish, Italian, Portuguese, Russian, Serbian, Arabic, Chinese, Japanese, Korean, Hindi, and Persian. Turkish is the default and not added as a localization. The same language cannot be added twice in one section; if attempted, the error "The same language cannot be added multiple times." appears. When all languages are added, Add localization is disabled.
If a localization is missing or empty for a language, the default text is sent to recipients in that language.
Editing a template
- Open the template page and press Edit template.
- The form opens filled with saved values; fields are the same as in the new template form.
- Make your changes. Optionally, use Preview at the bottom of the form to see results before saving.
- Press Save. Read the live usage warning and the question "Update the template? Localizations not in the form will be deleted." then confirm with Save.
After successful saving, a Saved notification appears, the form closes, and the page refreshes. If saving fails, a Something went wrong notification appears and the form remains open. Changes take effect from the next sending; previously sent notifications remain unchanged. Saving cannot be undone; to revert, edit the template again.
Notes:
- Localizations removed from the form are deleted on save.
- Message type and default body are required even when editing.
- If the template has a saved parent template, it cannot be removed, only replaced with another template. A hint below the field reminds this.
- The template cannot select itself as its parent.
If you do not see the New template and Edit template buttons, your account lacks permission to modify templates; you can still view and preview them.
Preview
Used to check how the template appears to recipients. Preview sends no notifications and uses no real customer data.
- On the template page, press the Preview button at the top right. To open a specific language directly, use the Preview button in the Payload tab’s row.
- Select Default or a localized language from the Language list.
- Choose one from the Appearance list:
- Rendered (sample model): Template variables are filled with sample data, and the body is placed inside the parent template. This is the default view.
- Raw (variables not rendered): Body is placed inside the parent template but variables are shown as-is. A note "Raw view: body placed inside parent template, template variables are SHOWN UNPROCESSED." appears; the model panel on the right is hidden.
- In rendered view, the Model (JSON) field on the right shows sample values for fields the template reads. Change values and press Render with model to regenerate; press Back to sample model to revert to initial values. If generated with the sample model, a note "Rendered with sample model." appears below.
The top of the window shows which parent template the body is placed in or the note "No parent template; body shown alone." If text is missing in the selected language, default text is used; the parent template is shown in the same language or default if none. Email template bodies are shown as pages; SMS, call, and push templates as plain text.
In rendered view, the right panel may show:
| Section | Meaning | Action |
|---|---|---|
| Render errors (these parts are sent EMPTY) | Part of the subject, body, or parent template failed to render. | Correct the faulty part in the template; if not fixed, that part is sent empty in real notifications. |
| Fields missing from the model | Fields used by the template but missing in the model. | Check for typos in field names or add values to the model and re-render. |
If the model field does not contain valid JSON, the error "Model must be a valid JSON object." appears. If the preview service is unavailable, the warning "Template rendering service is currently unavailable; showing raw view." appears and raw view is shown. If rendering fails for other reasons, the warning "Preview failed to render." and the Retry button appear.
The Preview in the editing form shows your unsaved text; the window displays the note "Unsaved changes are being previewed; the parent template is the saved one."
Template page
The template page header shows the template name, with description and message type below. OTP templates have an OTP template badge at the top right. The top right also has Preview and (if authorized) Edit template buttons. Back to templates returns to the previous browser page; if you came from the list, it returns there.
Tabs:
| Tab | Content |
|---|---|
| Summary | First name, Description, Message type, Render type, Parent template (click opens parent template page), Created, and Identity. |
| Subject | Table with Language and Text columns; first row is the Default text. The tab name shows the number of localizations. |
| Payload | Same structure as Subject tab; each row’s Actions column has that language’s Preview button. Long texts are truncated in the table; full text is visible in preview or edit form. |
Common situations
- A known template name does not appear in the list. The First name filter searches for exact matches. Enter the full correct name or clear the filter and browse the list.
- Changed display language but some subjects remain Turkish. Those templates lack localization in the selected language; default text is shown. Edit the template to add localization.
- A localization disappeared after saving. Localizations not present in the form are deleted on update. Re-add and save.
- Cannot remove parent template. Saved parent templates cannot be removed; only replaced.
- Fields are empty or errors appear in preview. Check the Render errors (these parts are sent EMPTY) and Fields missing from the model lists in the right panel; modify sample model values and press Render with model to retry.
- "Record not found" appears. The template was deleted or does not belong to your workspace. Return to the list and search again.
- "Something went wrong" appears after confirmation. Read the notification reason. If no warning appears in the form but Description exceeds 1000 characters, saving is rejected; shorten the description and try again. The form remains open so your input is not lost.