The Email Templates builder in servis.ai has everything you need to build smart, personalized templates for your business needs. You can use email templates to send emails faster from any record, or send them automatically through Automations and Email Campaigns.

This guide covers creating, editing, previewing, testing, and troubleshooting email templates — from your first template to advanced features like multi-language support, effectiveness metrics, and AI-assisted rewriting.

User Permissions: No special permissions are required to use this feature.

Key Concepts

Term	Description
Email Template	A reusable email design stored in the Email Templates app. Templates contain a subject line, body content, and optional merge tags that personalize each email automatically.
Merge Tag	A placeholder like {{contact.full_name}} that is automatically replaced with real data from a record when the email is sent.
App for Merge Tags	Each template is linked to a specific App (for example, Contacts, Deals, or a custom App). The merge tags available in the template come from the fields in that App.
Share with Team	Templates can be shared so all team members can use them, or kept private for your own use. Private templates cannot be used in automations.
Email Builder	The visual editor where you design the body of your email template. It supports a basic rich text editor and a drag-and-drop design tool.
Email Campaign	A bulk send (also called an “email blast”) that uses a template to deliver emails to a large list of recipients, with scheduling and detailed metrics.
Dot Walking	The ability to reference fields through relationships. For example, {{contact.account.accountOwner}} pulls the account owner through the contact’s linked Account record.

Navigate to Email Templates

Go to Activities > Email > Email Templates. You can also type in ‘templates’ in the search box.

Where to Find Email Templates

From Preferences

Click your Profile Header and then open the Preferenes, then look for the Email card. You will see the field called “Default Template”.

When Composing an Email

Open any email composer (for example, from a contact record or the activity widget). Click Select Template to open the template selector. Browse or search for a template. Templates are filtered based on the App you are working in, so you only see templates relevant to the current record type.

In Automations

When configuring a Send Email action in an automation, you can pick an email template. Only shared (team) templates are available in automations — private templates are excluded. Merge tags in the template are resolved using the record that triggered the automation.

Managing your Templates

Using Columns

When you first arrive at the Email Templates page, you’ll see a list view containing all of your created templates across your tenant. You can organizae these templates by:

Name
App for Merge Tags
Date Created
Created By

Options Menu

Each template has an options menu with the following actions:

Action	What It Does
Duplicate	Creates a new copy of an existing template — perfect for creating variations without changing the original.
Deactivate	Hides the template from selectors and automations. You can still access deactivated templates by clicking the “Show Deactivated” checkbox in the top right corner.

Using Folders

The best way to organize your templates is by using folders. You can create folders for every department within your organization that makes use of email templates. This makes it easy for each team to keep track of their work.

To set up folders:

Click the Folders button, then click Add Folder to create one. You can create as many as you’d like.
To add existing templates to a folder, click the checkbox next to the template name, then select the folder you want to move them to. The Folders button changes to Move once you’ve selected a template.

Note: Click on the little preview window for your template to get a magnified view of its content.

Edit

Make changes to existing templates. A dedicated window will open that will allow you to make quick edits to your templates.

Creating a New Email Template

Let’s go through this process step by step.

Step 1 – Open the Template Form

Navigate to Activities > Email > Email Templates and click Add Template. A new template form opens.

Step 2 – Fill In the Basic Information

Field	What to Enter
Name	A name for the template so you can easily find it later. Example: “Welcome Email – New Contacts.”
App for Merge Tags (required)	Select the App whose fields you want to personalize with. For example, choose “Contacts” if the template will be sent to contact records. Only standard and custom Apps are available.
Share with Team	Toggle on to make the template available to your team. Toggle off for a private template. Note: private templates cannot be used in automations.

Note: Templates are tied to the application you choose for Merge Tags. This is important to remember if you’re planning to create an automation that uses an email template – make sure the App on the template matches the App that triggers the automation.

You can jump here to see How to Use Merge Tags in Your Template.

Step 3 – Set Up Recipients and Sending Options (Email Campaign Templates)

Field	What to Enter
To (required)	Select the email field from the App that will be used as the recipient address.
From	Select which email account or group email address the template sends from.
Reply-To	Optionally enter an email address where replies should be directed, if different from the “From” address.

Step 4 – Write the Subject Line

Click into the Subject field and type your subject line. The subject line supports emoji.

To insert a Merge Tag into the subject:

Press Ctrl + Space to display Merge Tags suggestions.
Select the tag you want. It will appear as {{entity_name.field_name}} in the subject.

Note: Example subject with merge tags: “Welcome to our community, {{contact.fill_name|New Member}}!”

Step 5 – Design the Email Body

Click the Edit button next to the Body field to open the Email Builder. Servis.ai provides two editing modes dependeing on your template type:

A. Sales Template (Rich Text Editor)

The basic email template tool. It provides a toolbar with familiar formatting options: bold, italic, underline, lists, heading, link, and images. Good forr straightofrward text-based emails.

To insert Merge Tags, type {{ or use the Ctrl + Space hint.

B. Marketing Template (Visual Email Builder – Drag and Drop)

A block-based design tool for more sophisticated layouts. This is the recommended option if you want to create interactive and visual templates. No coding is required.

Here’s how it works:

Drag content blocks from the right panel onto the main stage on the left.
Click any block to edit its content and styling.
Insert Merge Tags in any text block by pressing Ctrl + Space.

Let’s go through each of the content blocks available in the builder.

Content Blocks

Title

Large text field used for titles or subtitles.

Paragraph

Use this for the body of your email template.

List

Creates a bulleted list.

Image

Upload images for use within your template. Click upload to add them to the file manager, or simply drag and drop them into the image block.

Button

Add clickable buttons.

When selected, you can choose the Link Type — link to a webpage, send an email, make a call, or even send an SMS. The rest of the options control the look and feel of the button.

Divider

Inserts a horizontal line to help space out your content. Useful for longer templates.

Spacer

Inserts white space between content blocks for clean spacing.

Social

Insert links to your social media accounts.

You can delete default accounts and add additional ones.

HTML

For users with a working knowledge of HTML who want to add custom markup to their template.

Add the block, then select it and add your HTML via the content properties.

Video

Embed YouTube or Vimeo content into your template. Simply add the URL and give it a title.

Text

A simple text block for any additional content.

Rows

Rows let you break up your contant into different-sized horizontal columns. Choose the layout you want and drag it to the stage. You can then add your content blocks to the columns.

Example:

To have descriptive text next to an image, choose a row containing two blocks, drag it to your stage, then drag over a text block and an image block into the columns.

Settings

General settings that apply to your entire email template, including background colors, content width, and font styles.

Stage Controls

Control	What it Does
Hide Structure	Shows all of the boundaries around your content blocks as well as the width of the entire email. This allows you to adjust your content width while getting a visual representation.
Preview (Actions)	Look at your template as it will appear to your customers once it’s been sent.
Send Test (Actions)	Send a test email to verify the final template looks exactly the way you want. Enter one or more email addresses separated by commas.
Undo / Redo	Available in the bottom left corner of the screen. You also have a third option that lets you view your change history and go as far backward or forward as you’d like.

Step 6 – Add Attachments (Optional)

Scroll to the Attachments field and upload files from your computer.

Note: Attachments can hurt email deliverability because many spam filters penalize messages with attachments. Whenever possible, upload the file to a cloud service and include a download link in the email body instead.

Step 7 – Configure Additional Options

Option	Description
Preview Text	A short line of text that appears below the subject line in some email clients. Use it to boost open rates. Example: “Here’s what’s inside your account…”
Seed List	Enter internal email addresses to receive a copy of the campaign for monitoring and verification purposes.
Enable Effectiveness Metrics	Turn this on to track sends, opens, clicks, open rate, and click rate for this template. Requires a validated email domain.
Enable Multi-language	Turn this on if you need to provide translated versions of the subject and body for recipients in different locales.
Folder	Assign the template to a folder for organizational purposes.

Step 8 – Save

When you’re finished simply click Save and your template will be available for yourself and others to use. You can also go back and make edits to any finished template at any time.

How to use Merge Tags in your Template

Merge Tags are a powerful way to pull information from your applications for use in your email templates. Here’s how they work.

Select the app you want to pull information from

You’ll be able to pull information from the fields in the application you chose when you first created your template.

Once you select the app – Contacts, Accounts, Opportunities etc. the merge tags that will be available to you are specific to that application. You can add tags in any of the text-based content blocks. The title, paragraph, and text blocks will work.

When you click inside a text block a toolbar will automatically appear with the ‘Merge Tags’ option.

When clicked the following box will appear. Use CTRL + SPACE to bring up your options.

We’re using the Contacts app in this example so we can choose from ‘user’ and ‘contact’.

After you make your selection make sure you put in a PERIOD afterwards to see more options from within the Contacts app.

Using Static Values within Merge Tags

You can also use the | (pipe) character at the end of a merge tag to set a static value. If the merge tag doesn’t find a value in the referenced record, it will display the static value instead.

Here’s an example of how to use Static Values in merge tags when creating a sales template.

Let’s say you’re setting up a sales template that includes the Contact’s Name in the subject line. The merge tag would look something like this:

Example:

If the contact has a name field, the merge tag will automatically pull that information and display it in the template. In this case, this contact:

However, if the Location field is empty in the contact record, it could leave a blank space in the template. To avoid this, you can use a Static Value as a fallback.

By adding a pipe (|) character inside the merge tag, you can define a default value to be used when the field is empty.

How It Works

The merge tag first looks for the Location value in the record.

•If a value exists, it will display the Location as expected.

• If there is no value, it will show the Static Value instead.

This ensures that your template remains standardized and complete, even when certain fields are missing from a record.

When Using the Template for an Email.

This is how it would look using the template for this specific contact:

Dot Walking

You can reference fields through relationships using Dot Walking. If your Contacts App has a reference to the Accounts app, you can pull data from the linked Account directly in your template.

{{contact.account.accountOwner}}

This is especially useful when you need information from a related record – like the company name, account owner, or any other field from a linked App – without having to create separate fields for it.

Learn everything about this feature in this dedicated article.

Email Templates