The Document Templates page is where you create, manage, and organise the email and statement templates used for customer communications across the credit control process.
Overview
This page lists all email and statement templates in your account. From here you can create new templates, edit existing ones, duplicate a template to use as a starting point, set a default template per type, and delete templates that are no longer needed. Templates are used by collection strategies to send automated emails and by the Customers page to generate statements.
Key Features
Feature | Description |
Template List with Type Tabs | Switch between All Templates, Email, and Statement tabs. Each tab shows a count badge. |
Search Bar | Filter by template name or subject line in real time. Server-side search across all pages. |
Sort Options | Sort by Name A-Z, Name Z-A, Recently Modified, or Oldest. |
Default Template Badge | Mark one template per type as the default. The default is auto-selected when no specific template is specified by a strategy action. |
Row Actions Menu | Edit, Duplicate, Set as Default, and Delete on each row. |
Create Email Button | Opens the rich text email template editor. |
Create Statement Button | Opens the PDF Builder to create a statement template. |
Pagination | Navigate with configurable page size: 10, 20, or 50 rows per page. |
Sections & Fields
Field | Description |
All Templates tab | Shows every template regardless of type. |
Email tab | Filters to email templates only. |
Statement tab | Filters to statement (PDF) templates only. |
Search field | Search by template name or subject line. |
Sort By dropdown | Controls result order: Name A-Z, Name Z-A, Recently Modified, Oldest. |
Name column | Internal name of the template. Clicking opens the editor. Icon indicates type: envelope for email, document for statement. |
Type column | Blue badge for email templates, purple badge for statement templates. |
Subject/Description column | Email subject line for email templates. Truncated for long subjects. |
Categories column | Template category (e.g. Customers, Collections, Promises). Up to two shown; +N badge if more. |
Status column | Yellow Default badge with a star icon if this is the default for its type. |
Last Modified column | Date the template was last saved. |
Actions column | Three-dot menu: Edit, Duplicate, Set as Default (hidden if already default), and Delete. |
Set as Default confirmation dialog | Confirms the action and warns if an existing default will be replaced. |
Delete confirmation dialog | Warns if the template being deleted is the current default, and confirms the action cannot be undone. |
Rows per page selector | Controls how many templates appear per page: 10, 20, or 50. |
Available Template Variables
Variables are grouped into six sections:
Customer Information: <<customerName>>, <<customerEmail>>, <<customerPhone>>, <<accountNumber>>, <<contactFirstName>>, <<contactSurname>>, <<contactEmail>>, <<contactPhone>>, <<accountBalance>>, <<overdueAmount>>, <<creditLimit>>, <<paymentTerms>>, <<dueDays>>, <<dueDaysType>>
Transaction Details: <<overdueTransactions>> and <<outstandingTransactions>> (render as formatted tables showing all customer transactions)
Company Information: <<companyName>>, <<companyEmail>>, <<companyPhone>>, <<creditController>>, <<creditControllerFirstName>>, <<creditControllerLastName>>, <<creditControllerEmail>>, <<companyBankName>>, <<sortCode>>, <<bankAccountNumber>>, <<ibanNumber>>, <<swiftBicCode>>, <<companyLogo>>
Payment Information: <<promisedAmount>>, <<promiseDate>>
System Information: <<systemDate>>, <<systemTime>>
Collection Information: <<caseAmount>>, <<daysOverdue>>, <<caseOutstandingTransactions>> (transactions linked to the specific collection case), <<caseOverdueTransactions>> (overdue transactions linked to the collection case)
Note: <<overdueTransactions>> and <<outstandingTransactions>> always show ALL customer transactions, while <<caseOverdueTransactions>> and <<caseOutstandingTransactions>> show only transactions linked to the specific collection case.
User Guide
Getting Started
Navigate to Settings > Document Templates. You need Administrator access to create, edit, or delete templates. If the list is empty, start by creating your email templates before setting up collection strategies — strategies reference templates, so templates must exist first.
How do I create a new email template?
Click the Create Email button in the top right.
Enter a Template Name — this is an internal label, not visible to the customer.
Select a Category from the dropdown (e.g. Collections, Customers, Promises).
Note: The category restricts the variables shown in the Variables Panel to those relevant for that template type. It also controls where the template appears in send-email dropdowns across the application.
Type the Subject line. Click any variable in the Variables Panel to insert it at the cursor position, or drag a variable chip directly into the subject field.
Write the email body in the rich text editor. Use the toolbar to format text, add lists, or adjust alignment.
Insert variables by clicking them in the Variables Panel or dragging them into position.
Tip: Click inside the body at the exact position where you want a variable before clicking it in the Variables Panel — this ensures it inserts at the right place.
Tick Attach Invoice Copies if you want PDF copies of relevant invoices attached when the email is sent.
Click the Preview button to see how the email will look with sample data.
Click Save.
How do I create a new statement template?
Click the Create Statement button in the top right.
The PDF Builder opens. Use the drag-and-drop layout editor to design the statement.
Note: Statement templates use the PDF Builder, not the rich text email editor.
Add blocks (header, customer details, transaction table, footer) from the left panel.
Configure each block's content and styling in the right-hand properties panel.
Click Save when done.
How do I edit an existing template?
Find the template in the list. Use the search bar or tab filter to narrow it down.
Click the template name, or click the three-dot menu on the row and select Edit.
Make your changes in the editor.
Click Save.
Note: Editing a template updates it everywhere it is in use — any strategy action that references this template will automatically send the updated version on its next trigger.
How do I duplicate a template?
Click the three-dot menu on the template row.
Select Duplicate.
The editor opens with a copy. The name will have "(COPY)" appended.
Rename the template and make any changes.
Click Save to create the new template.
How do I set a template as the default?
Click the three-dot menu on the template row.
Select Set as Default.
A confirmation dialog appears. If another template of the same type is already the default, the dialog warns you it will be replaced.
Click Confirm.
Note: You can only have one default per template type.
How do I delete a template?
Click the three-dot menu on the template row.
Select Delete.
Review the confirmation dialog. If the template is the current default, a warning is shown.
Click Delete to confirm.
Note: Deletion is permanent and cannot be undone. If the template is referenced by an active collection strategy, remove it from the strategy first.
Pro Tips
Use a consistent naming convention such as "CC_Reminder_1", "CC_Reminder_2", "CC_FinalNotice" — this keeps templates sorted together alphabetically and makes them easy to identify in strategy dropdowns.
Always preview before saving. Variable chips render correctly in the editor but the preview shows how the actual email will look — especially important for
<<overdueTransactions>>,<<outstandingTransactions>>,<<caseOverdueTransactions>>, and<<caseOutstandingTransactions>>, which render as formatted tables.Duplicate a master template with your company branding, footer, and standard legal disclaimers before creating each new template.
Set the correct category before writing the body. Changing the category after inserting variables can mark those variables as disallowed and block saving.
FAQ
Why are some variables greyed out or not showing in the Variables Panel? The Variables Panel filters variables based on the template category you have selected. Change the category to one that includes the section you need, or use the General category for unrestricted access.
What does the Category field on a template do? It controls two things: (1) which variable sections are available in the Variables Panel; (2) where the template appears in send-email dropdowns across the application. Each screen pre-filters the template dropdown to templates whose category matches that context. Templates with a General category or no category assigned appear everywhere.
Why is my template not showing in the template dropdown when sending an email? Each screen pre-filters the template dropdown by category. If you created a template with a Disputes category, it will not appear on the Customers page. Either change the template's category to General (available everywhere) or to the category matching the screen where you want to use it.
Can I delete a template that is being used by a collection strategy? You can attempt to delete it, but you should first remove the template from any strategy actions that reference it. Deleting a template that is actively referenced may cause that strategy action to fail when it next triggers.
What does the Default badge mean on a template? The default template is automatically selected when a strategy action does not specify a particular template. Only one email template and one statement template can be the default at any time.
What is the difference between an email template and a statement template? Email templates are created in the rich text editor and sent as emails. Statement templates are created in the PDF Builder and generate a PDF document showing the customer's account balance and transaction list.