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Design brand message templates

Shape the transactional emails and text messages a brand sends — such as welcome messages, deposit and withdrawal confirmations, password resets, and one-time codes — with your own wording, branding, and layout, in each of the brand's languages.

The Brand templates designer lets you set defaults once for your whole firm and then tailor any brand on top of them. Where a brand has no template of its own for a given message, it inherits the firm-wide default, and where the firm has none, the platform default is used — so every message type always has content to send.

Video walkthrough

A short tour of the Brand templates designer: the firm-to-brand scope selector, the Design (WYSIWYG) and Custom HTML editors with a live branded preview, the per-field inherited-versus-overridden indicators, per-brand branding, override brands, and manual templates.

Prerequisites

  • You are signed in to the Backoffice with a role that grants permission to manage message templates.
  • You have selected the workspace of the firm whose templates you want to edit.
  • To send a test message, the brand has a configured delivery channel.

Choose a scope and a message type

  1. In the left sidebar, open Brand templates.
  2. Use the selector at the top to choose what you are editing:
    • Firm Wide — the firm-wide defaults every brand inherits unless it overrides them. Edit here to set wording, branding, and layout across all of your brands at once.
    • A specific brand — the version that brand sends, layered on top of the firm-wide default.
  3. Switch between the Email, SMS, and Branding tabs depending on what you want to shape.
  4. On the Email and SMS tabs, the left column lists every message type in the catalog. Select one to open its editor.

Each item in the list carries a status badge:

  • Default — this scope uses the inherited version (the firm-wide default, or the platform default).
  • Customized — this scope has its own version.
  • Disabled — this scope's version is turned off.

Edit the content

The editor opens on the default language, marked with a star. If the brand supports more than one language, use the language tabs to edit each variant. A language you leave blank falls back to the default-language content, so you never send an empty message.

For an email, edit the Subject and the Body. For a text message, edit the message body; a counter shows the character count, encoding, and how many segments it will send as.

Design the email body

The email body editor has two modes:

  • Design — a what-you-see-is-what-you-get editor. Use the toolbar to set headings and text styles, apply bold, italic, and underline, change text color and font, add bullet and numbered lists, align text, and insert links, images, buttons, tables, and the brand logo. A live preview beside the editor shows how the email will look as you work.
  • Custom HTML — for when you want full control, switch to this mode to write the body's HTML directly. The live preview updates as you type.

Insert variables

Below the editor is a row of variable chips — the placeholders this message type can use, such as the customer's name or your firm's name. Click a chip to insert its placeholder (for example, {{ account_name }}) at the point you last edited. When the message is sent, each placeholder is replaced with the real value.

Note

The chips show exactly the variables available for the selected message type. Different message types offer different variables — a deposit confirmation, for example, can reference transaction details that a welcome message cannot.

Choose an email layout

Emails are wrapped in a layout — the shared frame, header, and footer around the body. On the Email tab, click Layout to pick which layout wraps this message, or to create a new named layout to develop for the brand.

Set the email branding

The Branding tab controls the look shared by every email in the scope you are editing. As with templates, a brand inherits the firm-wide branding until you give it its own.

  • Logo — upload the logo shown at the top of every email. Use an SVG, PNG, WebP, or JPEG image up to 1 MB. You can also drag and drop an image onto the preview, or remove the logo to fall back to the inherited one.
  • Buttons — set the background color, text color, and font used for buttons in your emails, so calls to action match your brand.
  • Footer — write the footer shown at the bottom of every email. It is authored per language and supports basic formatting.

A live preview shows your logo, buttons, and footer together as they will appear in a sent email.

See what's inherited and what you changed

When you edit a brand, each field shows a small indicator of where its value comes from:

  • Inherited from firm or Inherited from default — the field still uses the value it inherits; you have not changed it here.
  • Overridden here — you have given this brand (or the firm) its own value for this field.

Where a field is overridden, you can reset just that field back to the value it would inherit, without discarding the rest of your changes. Save to apply.

Preview and test

  • Click Refresh in the Preview panel to render the message as a recipient would see it, with the scope's branding applied — the email in a preview frame, or the text message with its segment summary.
  • Click Test send, choose a configured channel and a recipient, and send a real message so you can check it end to end.

Enable, reset, and revert

The action bar above the editor gives you:

  • Save — store your changes as this scope's version.
  • Disable / Enable — turn this scope's version off or on. While it is disabled, the brand falls back to the inherited version for that message.
  • Reset to default — discard this scope's version entirely and return to the inherited version.
  • History — review earlier saved versions and Revert to one of them.

Reset every brand to the firm template

When you edit a message at Firm Wide scope, you can push the firm-wide version out to every brand at once. Click Override brands to replace each brand's customized version of that message with the firm-wide template, so they all inherit it again.

Warning

Overriding brands replaces every brand's own version of that message with the firm-wide template and can't be undone. A confirmation tells you how many brands have customized the message before you proceed.

Create a manual template

Alongside the catalog of automatic messages, you can author manual templates — ready-made messages you write yourself that aren't tied to any trigger, for reuse when you reach out to customers.

  1. Open the Manual templates list and click New.
  2. Choose the scope: a firm-wide manual template every brand inherits, or one for a specific brand.
  3. Give it a name and compose it just like any other template — with the Design or Custom HTML editor, variables, branding, and preview.

From the list you can Duplicate a template to start a new one from it, Delete a template, or, on a brand, Reset an inherited template you have edited so it re-inherits the firm-wide version.