How to Add a Custom Email Template

Custom Email templates help you send shipment status notifications to targeted customer segments in your customer base. Think of a customer segment as a group of customers with a unique value of a shipment field on TrackMage. For example, Destination Country = Spain, Destination Carrier = DHL, or City = Texas.

Fundamentally, a Custom Email template generates notifications just like how the Default Email template does—when a shipment moves through the delivery cycle, TrackMage receives updates from the carrier, and a notification is sent to the relevant customer. By using a TrackMage shipment field as a criterion for a customer segment and being imaginative with the CC, BCC, and email body, you can use Custom Email templates to communicate pretty anything you want: emails in a non-English language, emails with sales offers, emails to customers in specific geographical locations and so on.


How Custom Email Notifications Work

A Custom Email template generates email notifications based on two criteria—a Condition and an Event. If you have enabled a Default Email template and a Custom Email template for the same event, the Custom Email template takes precedence and a custom email notification when the event occurs. 

Condition

A Condition is a combination of the following:

  • Condition field: The shipment field in TrackMage. For example, Destination Country.
  • Condition: The logical condition. For example, '=', '>=', 'Is Empty' or 'Contains Text'.
  • Condition value: The actual value of the shipment field. For example, Spain.

Event

An Event is a change in the status of the shipment,

  • Search from Tracking Page: This email will be triggered when your customer enters their email address on your store’s tracking page.

  • Package is available for pickup: This email is triggered when the Tracking Status changes to Available for Pickup or Unsuccessful delivery. Your customer must contact the courier or visit their local post office to collect the package. The emails are only sent about parcels that transitioned to this status within the last seven days from when they entered into the system.
  • Package is created +X days: This email will be triggered in X days from when the shipment was created.
  • Package is delivered: This email is triggered when the Tracking Status changes to Delivered. Typically, this is the best time to ask a customer to leave a review and share their experience with your product and the delivery process. The emails are only sent about parcels that transitioned to this status within the last 7 days from when they were entered into the system.
  • Package is created: This email is triggered when the shipment is created.
  • Package is shipped: This email is triggered when the Tracking Status transitions from No Info to any trackable status. This is the time when the parcel begins its journey to the customer. The emails are only sent about parcels that transitioned to this status within the last seven days from when they were entered into the system.

Real-World Example

Here's a read-world example of how Default Email templates and Custom Email templates work in tandem.

Scenario

  • John Doe runs an e-commerce store.
  • John Doe's customer base for the store is primarily spread across four countries—US, UK, France, and Spain.
  • John Doe has enabled two Default Email templates—one when the package is shipped and another when the package is delivered. Customers in all countries receive shipment status notifications in English.
  • John Doe has received a suggestion from a customer to send notifications in their native language.

Custom notifications in TrackMage

  • John Doe explores the possibility of using the Custom Email Template feature in TrackMage.
  • John Doe adds two Custom Email templates with Spanish text in the email body—one when the package is shipped and another when the package is delivered.
  • John Doe adds two more Custom Email templates with French text in the email body—one when the package is shipped and another when the package is delivered.
  • John Doe enables all four Custom Email templates.

Now, customers in the US and UK receive email notifications in English. Customers in France receive emails in French and the ones in Spain in Spanish.

Here's an illustration that depicts this example.





Use Cases

Emails in native languages: Send email notifications to customers residing in non-English speaking countries in their native languages. For example, to send the tracking page link for orders to be delivered in Spain, create a template with the following values and paste Spanish text in the subject and the body of the email.

  • Destination Country as the Condition Field
  • = as the Condition
  • Spain as the Condition Value
  • Search from the Tracking Page as the Event

Delayed Shipments: Send email notifications to customers residing in geographical locations where shipment delivery can be delayed due to unforeseen environmental or political situations. For example, to send proactive notifications about possible delays in delivering shipments in Texas, create a template with the following values and change the subject and body of the email to describe the reason for the delay.

  • State as the Condition field
  • = as the Condition
  • Texas as the Condition Value
  • Package is shipped as the Event

Reviews about Shopping Experience: Send email notifications to customers requesting reviews about their experience placing orders at your store. Create a template with the following values and add the review questionnaire in the body of the email.

  • Tracking Status as the Condition field
  • = as the Condition
  • Delivered as the Condition Value
  • Package is Delivered as the Event

Sales and Marketing Emails: Send email notifications to your frequent and premium customers about your sales offers, discounts, and products in the pipeline. Create a template with the following values and change the subject and body with your sales and marketing content.

  • City as the Condition field
  • = as the Condition
  • Paris as the Condition Value
  • Package is Delivered as the Event

Add Custom Email Template

  1. On your TrackMage dashboard, navigate to the Automation > Emails page.
  2. Click Add Email and enter the values for the following fields:
    • Name: Give the email template a name.
    • Condition: Define the Condition field, Condition, and Condition value for the template.
    • Event: Add an event that triggers notifications sent using the template.
  3. Click Add.

Enable Custom Email Template

After you add a custom email template, you'll see the template listed along with the default templates. By default, the template is inactive.

  • To enable a custom email template, toggle the switch for the template to ON (turns Green).

Edit Custom Email Template

You can edit a custom email template just like you edit a default template. See Edit Email Template for more details.


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