---
url: /emails.md
description: >-
  How to customize transactional emails (order confirmation, printed, shipped,
  cancelled, NPS) with custom templates, subjects, and multi-language support.
---

# Transactional Emails

**Transactional Emails** are automated messages sent to customers at key stages of their order journey. Customize these emails to maintain your brand experience from order to delivery.

## Email Types

Stampix sends the following automated emails:

| Type                   | When Sent               | Purpose                                |
| ---------------------- | ----------------------- | -------------------------------------- |
| **Order Confirmation** | Immediately after order | Confirms the order was received        |
| **Order Printed**      | When printing completes | Lets customer know production is done  |
| **Order Shipped**      | When order ships        | Provides tracking information          |
| **Order Cancelled**    | If order is cancelled   | Explains the cancellation              |
| **NPS Survey**         | 21 days after shipping  | Gathers customer satisfaction feedback |

## Default vs Custom Emails

### Default Emails

If you don't create custom email templates:

* Stampix default templates are used
* They include your basic campaign information
* Professional and functional
* Sent in the customer's selected language

### Custom Emails

Creating custom templates allows you to:

* Match your brand's visual identity
* Use your brand voice and messaging
* Include specific campaign information
* Add your logo and colors

## Creating Custom Emails

### Step 1: Create Email Template Set

1. Go to **Set up → Transactional emails**
2. Click **Create Email**
3. Fill in:
   * **Name**: Internal reference name
   * **Description**: Optional notes
   * **Email Type**: Which email to customize
   * **Languages**: Which languages to create templates for

### Step 2: Edit Template Content

1. Open your email template
2. Click on an email type
3. Select a language
4. Click **Edit** to open the template editor

### Step 3: Customize the Template

In the template editor, you can modify:

| Element          | What you can change                   |
| ---------------- | ------------------------------------- |
| **Subject Line** | Email subject (can include variables) |
| **Header**       | Top section with logo/branding        |
| **Body Content** | Main message text                     |
| **Footer**       | Bottom section with contact info      |

### Step 4: Preview and Test

1. Click **Preview** to see how the email looks
2. Toggle between **Mobile** and **Desktop** views
3. Click **Test email** to send yourself a sample
4. Verify everything looks correct

### Step 5: Assign to Campaign

1. Open your campaign
2. In **Linked Resources**, find **Email templates**
3. Select your custom email template set
4. Save the campaign

## Email Template Variables

Templates can include dynamic information using variables:

| Variable      | Displays                |
| ------------- | ----------------------- |
| Customer name | Recipient's name        |
| Order number  | Unique order identifier |
| Product name  | What was ordered        |
| Tracking link | Shipment tracking URL   |
| Campaign name | Campaign title          |

::: info
Variables are inserted automatically when the email is sent. In the editor, they appear as placeholders.
:::

## Language Support

### How Multi-Language Works

1. Create templates for each language your webapp supports
2. Customers receive emails in their selected language
3. Missing language templates fall back to defaults

### Adding Languages

1. Open your email template set
2. Click **Add language**
3. Select the language to add
4. This copies the default template for you to translate

### Activating Languages

New language templates must be activated:

1. Create/translate the template
2. Click **Activate** to enable it
3. Customers can now receive emails in that language

## Preview and Testing

### Preview Mode

* Shows exactly how the email will appear
* Toggle between mobile and desktop views
* Verify layout, images, and formatting

### Test Emails

Send a test email to your inbox:

1. Click **Test email**
2. A sample is sent to your account email
3. Check subject line, formatting, and links

::: tip
Always send test emails before launching a campaign. Check them on mobile devices too.
:::

## Per-Email Customization

### Order Confirmation

**Purpose**: Confirm the order and set expectations

**Best practices**:

* Thank the customer
* Confirm what they ordered
* Set delivery expectations
* Include support contact information

**Example subject**: "Thanks for your order! Here's your confirmation"

### Order Printed

**Purpose**: Update customer on production progress

**Best practices**:

* Brief and informative
* Build anticipation
* Remind them what's coming

**Example subject**: "Your photos are printed and looking great!"

### Order Shipped

**Purpose**: Provide tracking and delivery information

**Best practices**:

* Include clear tracking link
* Set delivery expectations
* Provide support contact for issues

**Example subject**: "Your order is on its way! Track your delivery"

### Order Cancelled

**Purpose**: Explain what happened

**Best practices**:

* Clear explanation
* Apologize for inconvenience
* Offer next steps or alternatives
* Provide support contact

**Example subject**: "Update about your order"

### NPS Survey

**Purpose**: Gather customer satisfaction feedback

**Best practices**:

* Keep it simple
* Make it easy to respond
* Thank them for their time

**Example subject**: "How did we do? Quick question about your recent order"

## Managing Email Templates

### Editing Existing Templates

1. Go to **Set up → Transactional emails**
2. Find your template set
3. Click to open
4. Select email type and language
5. Click **Edit**
6. Make changes and save

### Viewing Which Campaigns Use a Template

Open the email template set to see linked campaigns in the header.

### Switching Templates

To change which template a campaign uses:

1. Open the campaign
2. Find **Email templates** in Linked Resources
3. Select a different template (or "Default")
4. Save the campaign

## Best Practices

### Branding

* Use your logo consistently
* Match colors to your webapp branding
* Keep the same tone of voice

### Content

* Keep messages concise
* Focus on essential information
* Use clear calls to action
* Avoid jargon

### Technical

* Test on multiple email clients
* Verify images load correctly
* Check links work
* Test on mobile

### Compliance

* Include required legal information
* Provide unsubscribe options where required
* Include your contact information

## Common Questions

### Can I use my own email domain?

The emails are sent from Stampix's email system. Your brand name appears in the "from" field based on your campaign configuration.

### What if I only customize one email type?

Other email types will use Stampix defaults. You can customize only the ones important to you.

### Can I disable certain emails?

The NPS survey can be disabled in campaign settings. Other transactional emails cannot be disabled as they're essential for customer communication.

### How do I include tracking numbers?

Tracking information is automatically included in "Order Shipped" emails when available.

## Related Topics

* [Campaigns](/campaign) — Assign email templates to campaigns
* [Branding](/branding) — Maintain consistent visual identity
* [Content](/content) — Manage webapp content