With the Sell Professional plan and above, admins can set up an email template for leads or contacts that can be used by all Sell users on your account. If you are not an admin, you can set up an email template for personal use only.
Creating a personal email template
You can create a personal email template to use for leads and contacts.
To set up a shared email template
- In Sell, click the Settings icon (
), then click Customize > Email templates.
You'll see two tabs - Leads and Contacts.
- Depending on the type of shared email template you want to set up, click either the Leads or Contacts tab.
For example, you might want a template that is specifically used for inviting new leads to Sell, or a welcome email for new contacts.Note: You can create a template in Deals. However, you cannot use any Deal-specific merge tags, the merge tags only relate to the contact information.
- Click Add template.
- In the Create template dialog, enter a descriptive name for your template.
Note: Using a meaningful name will make it easier for sales reps to find the correct email template. See: Best practices for naming templates.
- Ensure the Share with everyone checkbox is not selected.
Note: If you check this box, the template will be visible and editable by others you have shared the template with.
- Enter the subject and content of your template. You can use merge tags by either typing
{{
in the subject or email text, or by clicking the{{
icon in the template. This displays a list of fields you can use. For information about using merge tags, see Using merge tags in your email messages. For information about other options to customize your template, see Email composer toolbar reference.Note: Do not add personal information, for example a signature, to a template. Use the{{Sender's Signature}}
merge tag to include a sender's signature instead.Here is an example template:
- Click Save template.
You'll see the email template appear on the templates page, including information about the author and visibility of the template.
Creating a shared email template
You can create shared email template to use for leads and contacts.
You need admin rights to set up and manage shared email templates in Sell.
To set up a shared email template
- Click the Settings icon (
), then click Customize > Email templates.
You'll see two tabs - Leads and Contacts.
- Depending on the type of shared email template you want to set up, click either the Leads or Contacts tab.
For example, you might want a template that is specifically used for inviting new leads to Sell, or a welcome email for new contacts.
- Click Add template.
- In the Create template dialog, enter a descriptive name for your template.
Note: Using a meaningful name will make it easier for sales reps to find the correct email template. See: Best practices for naming templates.
- Select the Share with everyone checkbox to ensure the template is public in your account.
Note: If you don't check this box, the template will only be visible and editable by you. This is useful if you want to draft a template, but don't want to share it yet.
- Enter the subject and content of your shared template. You can use merge tags by either typing
{{
in the subject or email text, or by clicking on the{{
I icon in the template. This displays a list of fields you can use. For information about using merge tags, see Using merge tags in your email messages. For information about other options to customize your template, see Email composer toolbar reference.Note: Do not add personal information, for example a signature, to a template. Use the{{Sender's Signature}}
merge tag to include a sender's signature instead. - Click Save template.
You'll see the email template appear on the templates page, including information about the author and visibility of the template.
Editing a personal email template
You can always update your personal email message templates.
To update your personal email template
- Click the Settings icon (
), then select Customize > Email Templates.
You'll see two tabs - Leads and Contacts.
- Click either the Lead or Contact tab, depending on the type of shared email template you want to edit.
- Click the template that you want to edit.
- Make your changes.
You can change any element of the template.
- Click Save template.
If the template is currently in use in one or more email sequences, you'll see a warning and information about the sequences that will be affected.
After you save, you'll see the updated email template appear on the templates page
Editing a shared email template
As an admin, you can edit any existing shared email template if you need to change some of the details.
To edit or change an email template
- Click the Settings icon (
), then select Customize > Email templates.
You'll see two tabs - Leads and Contacts.
- Click either the Leads or Contacts tab, depending on the type of shared email template you want to edit.
- Click the template name that you want to edit.
- Make your changes.
You can change any element of the template. If you no longer want to share the template, deselect the Share with everyone checkbox, and it will be removed from the list of available templates.
- Click Save template.
If the template is currently in use in one or more email sequences, you'll see a warning and information about the sequences that will be affected.
After you save, you'll see the updated email template appear on the templates page, including information about the author and the sharing status of the template.
Best practices for naming templates
- Language - The language of the template.
- Channel - Where the lead or contact came from (for example a landing page, webinar, or conference).
- Step - The number of the step in the sequence.
- Additional information - That explains what the template is about, (for example: Welcome).
Here is an example of descriptive name:
ENG Webinar Follow-up #3: Are you still interested?
8 Comments
There are scenarios where you may want to use the same template for both contacts and leads, but at the moment you have to create them separately. Are there any plans to enable templates to be copied from contacts to leads, or leads to contacts?
Hi Michael, I'm afraid we don't have the ability to copy templates from contacts to leads, or vice versa yet. That said, I would definitely suggest voicing this as a feature request to our Product Team. Please let me know if you have any questions or if there's anything else I can help out with. :)
While this is a step in the right direction, I still don't have the ability to assign templates to individuals only. Or better yet, the ability to create custom fields for merge tags that are specific to different projects that do not need to be loaded onto every single lead to use them (hidden custom fields from the end users for merge tags). The email templates are still woefully inadequate if my options to share are all or nothing.
I am trying to use templates right now, and they have disappeared. Please help - I use these frequently.
Greg Rubin, I will be sure to pass your feedback along to our Product Team about individual email template assignment and hidden custom fields and merge tags! Thank you for taking the time to provide us with your feedback on this feature.
Robert M. Burns, I would encourage you to reach out to our Advocacy Team if you are having trouble viewing your email templates. I have listed a few troubleshooting steps below that might help you with your issue:
Is there any way to filter the list of Templates by the owner? My reps have to scroll through the whole list to look for their own templates with all of the shared templates we have in there. It would be nice to be able to just see your own templates as an option.
As a sales CRM, I am disappointed to learn that I am unable to create marketing emails within Sell, and can't send to more than 300 people in a day!!!
I have over 9000 leads that I want to promote my business to at any given time, along with tracking engagement and notifying my sales team when the lead reviews content.
This was one of my key requirements and certainly discussed during the demo provided by the Sell sales person.
What I believed I was purchasing is not what I have received.
Hi Michael,
Thanks for reaching out with this comment and I'm happy to clarify.
Please know that we do have the possibility to raise the email limit from 300, as per the Help Center article here - https://support.zendesk.com/hc/en-us/articles/360041030474-How-do-I-increase-my-Sell-email-limit-
Please reach out to our Advocacy Team and they'll be happy to help you out.
For creating and storing marketing emails within Sell, we do have the feature of email templates as the described in the article above.
We also have a great marketing functionality of email sequences, which can be used to create and send automated email campaigns. Please take a look at the Hel Center article here - https://support.zendesk.com/hc/en-us/articles/360045767034-Setting-up-email-sequences-in-Sell
Lastly, we do have a feature for tracking whether your Leads have opened the email or clicked on the links in the email - https://support.zendesk.com/hc/en-us/articles/360041032214-Monitoring-email-open-rate-and-link-clicks - as well as a feature to easily track your communication channels for last touches, in order to make the process more effective - https://support.zendesk.com/hc/en-us/articles/360041029034-Tracking-your-communication-channels-in-Sell
I think that all of these features make Sell quite a powerful tool for marketing purposes. I hope that this information will prove helpful and in case you have any further questions or concerns please do not hesitate to let us know.
Grzegorz Pogwizd
Technical Support Engineer | Zendesk Sell
Do you need more information? - Our Help Center has it all at https://support.zendesk.com/hc/en-us/categories/360002582434-Sell
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