How to Create Email Templates

Why use email templates in claims workflows

Sending an email is a common step in many claims management processes. It could be to notify the claimant of an update to the claim, remind the assigned claims adjuster of a pending task, or send the claimant the result of their application. These emails need to be sent out at a specific step of the workflow, and the body of the email should be standardized and consistent across your claims.

To send emails directly from a task in your claim workflow, you can add email templates to tasks in a claim type workflow. When the workflow is in progress, the send email task prompts the task assignee to send an email using the standardized template configured for that task. The task assignee may also fine-tune the email content to make ad-hoc adjustments, provide relevant details, and fit the specific needs of each claim.

This page will provide a brief overview of what email templates are, how they can be used in tasks, and how to create and configure them.

What are email templates

Email templates are reusable no-code templates that allow you to easily create standardized emails to send out in claim workflows through tasks of the send email task type. To ensure emails have the right information for every claim and recipient every time, emails are sent out through tasks that use email templates and require human input or approval. This allows you to add personalized information like the recipient or claimant’s name, or even a claim ID.

Email templates have their own section in the Control Panel navigation pane. Each template appears as a card showing its name, when it was last updated and by whom, the number of send email tasks that reference it, and a preview of the subject and body.

From the Email Templates section, you can perform the following actions:

• Create an email template: Click CREATE EMAIL TEMPLATE to build a new no-code template for use in send email tasks.
• Search for an email template: Enter a keyword in the search box and click SEARCH.
• Check where a template is used: The References count on each card shows how many send email tasks use that template. A template with 0 References is not used by any task.
• Edit or delete a template: Use the menu on a template's card.

Create an email template

You can create email templates from the Email Templates section in the Control Panel or directly from a task, either on the Tasks tab or in a task within a claim workflow.

Create an email template from the Email Templates section

To create an email template directly from the Email Templates section:

1. Click CREATE EMAIL TEMPLATE.

2. Configure the following template properties.

   Property	Description
   Name	The name of the email template.
   Subject	The subject line of the email.
   Body	The content of the email.

3. You can optionally add supporting documents.
4. Click CREATE.

Create an email template from within a task

To create an email from within a task:

1. Create a new task and select Send Email as the Task Type.
2. Under Email Template, click + CREATE TEMPLATE.

3. Configure the following template properties.

   Property	Description
   Name	The name of the email template.
   Subject	The subject line of the email.
   Body	The content of the email.

4. You can optionally add supporting documents.
5. Click CREATE.
6. Configure the rest of the task properties.
7. Click CREATE.

Email template examples

You can use emails in different ways depending on your workflow, ranging from straightforward notifications, to friendly welcomes, to information dense communications. The following examples describe how you might configure an email template for two common claims scenarios.

Welcome email

The welcome email is a helpful and informative message that not only serves as a friendly welcome for new policy holders, but also provides information about their new policy.

In the body of the welcome email template, wrap a note in angle brackets (<>) wherever the task assignee must supply policy-specific information. For the welcome email, that information is the policy holder’s name. Including the policy holder’s name is optional, but personalization can help recipients feel more positively about the interaction.

Generate policy ID cards notification

The policy ID card notification is a simple message that lets the new policy holder know that they can generate their policy ID card, which provides proof of their vehicle’s comprehensive or liability coverage information.

In the body of the policy ID card notification template, wrap a note in angle brackets (<>) wherever the task assignee must supply policy-specific information. For the policy ID card notification, that information is the policy ID, which gives the policy holder what they need to generate the policy ID card. Attach the policy documentation to the template so that it sends with every email.

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