Editing the emails requesters receive

Every email a requester gets, from the first confirmation to the delivery notice, has a default wording. Under Settings, then Email templates you can override any of them so they sound like your organisation.

What's editable

All 17 subject-facing emails, including submission confirmation, the verification link email, receipt, progress and extension notices, the delivery and passcode emails, refusal, and appeal outcomes. Each template shows its subject line and body, and which one you've customised.

Placeholders

Templates use placeholders that are filled per request:

• {{reference}}: the request reference.
• {{org_name}}: your display name.
• {{due_date}}: the deadline.
• Link placeholders such as {{status_link}} and {{verify_link}}.

Each template lists the placeholders it supports, and the ones it requires. You can't save a template that's missing a required placeholder, which prevents the classic mistake of a verification email with no verification link.

Friendly links

Write links as a label in square brackets followed by the placeholder in round brackets:

Track my request

The requester sees a neat "Track my request" link instead of a long URL. Only the system's own links render this way. If anything else is dressed up as a link it falls back to plain text, which keeps your emails from ever being a phishing vector.

Preview before saving

The preview renders the template with your real branding and a realistic sample request, so you can check tone and layout exactly as a requester would see it.

Resetting

Deleting an override returns that email to the default wording. You can customise one email or all of them. Untouched templates just use the defaults.