Loading

E-mail Wording per Organisation

E-mail Wording lets one organisation on a shared, multi-tenant system send its own version of an e-mail that a shared process sends. Use it when several organisations run applicants through the same user input view and each wants its own name, tone and contact details in the messages, without duplicating the form.

Where to find it

Admin Panel → Processes:

  • E-mail Wording — your own wording for the e-mails a shared process sends

How it works

An override says: "when this organisation would have been sent the standard e-mail, send this one instead". The swap happens at the moment the e-mail is generated, before the template is loaded, so the replacement brings its own subject, body, design and attachments. Nothing about the shared process changes, so no other organisation's mail changes either.

The screen does not list every template on the system. It reads every user input view, works out which templates its stages and notifications actually send, and offers only those. Each row shows:

  • Standard E-mail and Subject: the shared template.
  • Sent By: which process sends it and when, for example "Applications - Confirmation" or the name of a stage.
  • This Organisation Gets: "Standard", or the name of your replacement.
  • Actions: a picker, Use, Copy & use and (once set) Reset.

Before anyone can use it

  1. Grant the panel item. E-mail Wording ships visible to nobody. Give it to the security group of the people who manage each organisation's mail (see Admin Panel).
  2. Grant the datastore permissions. On the E-mail Template Overrides datastore, Read lets someone see the screen, Edit Existing lets them choose a replacement or reset, and Add New additionally enables Copy & use. See Permissions.
  3. Work inside the organisation. Overrides are set per tenant. A session not working within an organisation sees a note that the templates in E-mail Templates are the standard wording, and cannot change anything.

Giving an e-mail your own wording

  1. Open E-mail Wording and find the row for the message, using Sent By to be sure it is the one you mean.
  2. Click Copy & use and confirm. The platform copies the standard template, names the copy after it with your organisation's name in brackets, and starts sending the copy straight away.
  3. Open the copy in E-mail Templates and edit its subject and body. See E-mail Templates.
  4. Alternatively, if a suitable template already exists, choose it in the picker and click Use.
  5. To go back to the shared wording, click Reset and confirm.

Limits worth knowing before you promise anything

  • Mail sent by a scheduled task gets the standard wording. Confirmation, progress, decline, cancellation, completion and approver e-mails sent as someone uses the form are overridden. Stage time-out notices, stage reminders and delayed stage e-mails, which a task sends, are not.
  • One step only. If A is replaced by B and B by C, the organisation gets B. Replacements never chain or loop.
  • The platform level cannot override itself. The shared templates are the standard; only an organisation sets an override.

What goes wrong and how to tell

  • "Your version has been deleted - standard wording is being sent": the replacement template was deleted. Mail did not fail; the organisation silently got the standard e-mail. Copy again or choose another.
  • "No longer used by any process" in Sent By: you overrode a template the process no longer sends. The override does nothing; reset it to tidy up.
  • No Copy & use button: you have Edit Existing but not Add New on the overrides datastore.
  • "That is the same e-mail. To go back to the standard wording, use Reset.": you picked the template itself as its own replacement.

Worked example

Three trusts share one work-experience application form on a regional hub. Applicants at all three received an identical confirmation signed "The Placements Team". The co-ordinator at the second trust opens E-mail Wording, finds "Work Experience Applications - Confirmation", clicks Copy & use, then edits the copy in E-mail Templates to name the trust, its placement office's phone number and its parking arrangements. Their applicants get the new wording from the next submission; the other two trusts see no change. They note that the stage reminder is sent by a task and so still carries the shared wording.

Recommendations

  • Start from Copy & use, so the replacement keeps the standard design and merge fields.
  • Keep Add New for the few people who should decide what your organisation's e-mails say.
  • Write shared wording that works for everyone, because task-sent reminders cannot be overridden.
  • Send yourself a test application after setting an override. See Testing Before You Send.