Customise the emails sent to Clients, Tenants, Landlords, and Agents when a booking or report is created, completed, or closed. You can also customise SMS messages from the same area.
Custom emails help you create more professional, tailored communication by automatically including key information such as names, property details, and client information.
⚠️ Note: Please contact your Account Manager to learn more and get this enabled on your account.
Getting Started
Only Admin or Owner users can access and customise emails.
Go to Settings on your dashboard
Click on Emails
How to Customise Your Emails
1. You can customise emails for:
All clients and inspection types, or
A specific combination
2. Use the filters at the top of the page to select (if required):
A specific Client
An Inspection Type
3. Locate the email you want to customise, and click Edit.
4. You can:
View the Default Email (system-generated), or
Select the Custom tab to create your own content
5. Use the email tags on the right-hand side to insert dynamic information (e.g. names, property details, links)
6. Click Save once you have completed your editing.
7. And click Preview to review how your email will appear before sending.
Using Email Tags
Email tags are placeholders that automatically populate with information from the system when the email is sent.
For example, you can automatically include:
Names
Property details
Inspection information
Links to reports
To use a tag, simply click it from the list on the right-hand side and insert it into your email content.
Available Email Tags
Below is a list of commonly used tags, grouped by category:
General
General
Tag | Description |
| Your company name |
| Your company phone number |
| Your company email address |
| Your company website |
Property
Property
Tag | Description |
| Full property address |
| Property type |
| Number of bedrooms |
| Number of bathrooms |
| Furnishing status |
| Property reference |
Custom Property Fields (Only populate if set on the property)
Examples include:
property_custom_property_managerproperty_custom_key_referenceproperty_custom_epc_ratingproperty_custom_sale_priceproperty_custom_rooms
Inspection
Inspection
Tag | Description |
| Inspection type |
| Inspection title |
| Inspection date |
| Inspection time |
| Arrival time |
| Inspection time window |
| Inspection reference |
Report
Report
Tag | Description |
| Link to the report |
| Button linking to the report |
| PDF download link |
| Share message content |
Inspector
Inspector
Tag | Description |
| Inspector name |
| Inspector email |
| Inspector phone number |
Contact
Contact
Tag | Description |
| Contact name |
| Contact profile |
Client
Client
Tag | Description |
| Client name |
| Client email |
| Client phone number |
| Client profile |
| Client nominal code |
💡 Important Notes
Tags will only populate if the relevant information exists in the system
If a field is not set, the tag may appear blank
Custom fields (e.g.
property_custom_*) depend on your account setup
Best Practice
To get the most out of custom emails:
Keep emails clear and concise
Avoid adding too much information in a single email
Use tags to automate repetitive details
Always use Preview before saving changes
Test changes on a sample inspection where possible
Things to Check
If your emails are not behaving as expected:
Ensure you clicked Save after making changes
Confirm you are editing the correct Client and Inspection Type
Check that you are using the correct email template (Default vs Custom)
Use Preview to verify that tags and formatting appear correctly
Example of a Customised Email
Here is an example of a customised email sent to a Client when an inspection is marked as Closed:
