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Email Template Customisation

Personalise the emails Launchpad sends to your customers

Hayden Zammit Meaney avatar
Written by Hayden Zammit Meaney
Updated today

Email Template Customisation

Launchpad sends automatic emails to customers for booking confirmations, reminders, and more. Email template customisation lets you brand these emails and tailor the messaging to your voice.

Why customise email templates?

Personalised emails:

  • Reinforce your brand — consistent look and feel

  • Build trust — professional communications

  • Add personality — match your business voice

  • Include important information — what customers need to know

  • Reduce support queries — answer common questions upfront

Types of email templates

Booking emails

  • Booking confirmation — sent when a booking is made

  • Booking reminder — sent before the experience date

  • Booking modification — when changes are made

  • Booking cancellation — when a booking is cancelled

Payment emails

  • Payment confirmation — when payment is received

  • Payment reminder — for outstanding balances

  • Receipt — detailed transaction record

  • Refund confirmation — when refunds are processed

Customer communications

  • Welcome email — for new customers

  • Thank you email — post-experience follow-up

  • Review request — asking for feedback

Administrative

  • Password reset — for account recovery

  • Account notifications — important updates

Accessing email settings

Email templates

  • Go to Settings from the main menu

  • Click Email Templates

  • You'll see a list of available templates

Or go directly to Settings > Email Templates.

Email branding

For logo and colour settings:

Customising email branding

Adding your logo

Logo tips:

  • Maximum width: 600px

  • Keep file size under 500KB

  • Use transparent backgrounds

Setting brand colours

  • Go to Email Branding settings

  • Set your colours:

- Header background — top section colour - Primary button — call-to-action buttons - Link colour — clickable text - Footer background — bottom section

  • Preview and save

Custom footer

Add information to the bottom of every email:

  • Go to Email Branding settings

  • Find Email Footer

  • Add your content:

- Contact information - Social media links - Legal disclaimers - Unsubscribe text

  • Save changes

Editing email templates

Selecting a template

Template editor

The editor lets you:

  • Edit subject line

  • Modify email content

  • Add/remove sections

  • Insert dynamic fields

  • Preview the result

Editing the subject line

Make subject lines clear and engaging:

  • Find the Subject field

  • Edit the text

  • Include dynamic fields for personalisation

Examples:

  • Your booking confirmation for ##{{product_name}}

  • Reminder: ##{{product_name}} on ##{{booking_date}}

  • Thanks for joining us, ##{{customer_first_name}}!

Editing email content

Modify the body of the email:

  • Click in the content area

  • Edit text directly

  • Use formatting tools for:

- Bold and italic text - Headings - Lists - Links

  • Save when done

Dynamic fields

What are dynamic fields?

Dynamic fields automatically insert personalised information:

  • Customer name

  • Booking details

  • Product information

  • Dates and times

Available fields

Common dynamic fields:

Field

Inserts

##{{customer_first_name}}

Customer's first name

##{{customer_last_name}}

Customer's last name

##{{customer_email}}

Customer's email

##{{product_name}}

Name of the booked product

##{{booking_date}}

Date of the booking

##{{booking_time}}

Start time

##{{booking_reference}}

Booking reference number

##{{total_amount}}

Total price

##{{business_name}}

Your business name

##{{business_phone}}

Your contact number

Inserting dynamic fields

  • Place your cursor where you want the field

  • Click Insert Field or type ##{{

  • Select the field from the list

  • The field appears in your content

Example usage

Before:

Dear Customer, Thank you for your booking.

After with dynamic fields:

Dear ##{{customer_first_name}}, Thank you for booking ##{{product_name}}!

Template sections

Header section

The top of the email typically includes:

  • Your logo

  • Greeting

  • Main message headline

Content section

The body contains:

  • Booking details

  • Important information

  • What to expect

  • What to bring

Call-to-action

Encourage action:

  • View booking button

  • Download voucher

  • Contact us

Footer section

Standard information:

  • Contact details

  • Social links

  • Legal text

  • Unsubscribe option

Writing effective emails

Best practices

Be clear and concise Get to the point quickly. Customers should understand immediately. Use a friendly tone Match your business personality. Tourism is about experiences! Include essential information

  • What they booked

  • When and where

  • What they need to bring

  • How to contact you

Make action items obvious Use buttons and clear calls-to-action.

Avoid common mistakes

  • Don't make emails too long

  • Don't bury important details

  • Don't use jargon or complex language

  • Don't forget to test on mobile

Testing emails

Previewing templates

Before saving:

  • Click Preview in the editor

  • View desktop and mobile versions

  • Check dynamic fields populate correctly

  • Review formatting and spacing

Sending test emails

Send a test to yourself:

  • Click Send Test Email

  • Enter your email address

  • Receive and review the email

  • Check on different email clients if possible

Common issues to check

  • Logo displays correctly

  • Links work

  • Dynamic fields show actual data (not blank)

  • Formatting is consistent

  • Mobile display is readable

Restoring default templates

If you want to start over:

  • Open the template

  • Click Restore Default or Reset

  • Confirm the action

  • The original Launchpad template is restored

Your customisations will be lost.

Email sender settings

From address

Configure who emails appear from:

Custom sending domain

For emails from your domain (advanced):

  • Go to email settings

  • Configure custom domain

  • Add required DNS records

  • Verify the domain

This makes emails appear from @yourcompany.com.au instead of Launchpad.

Troubleshooting

Emails not sending

If customers aren't receiving emails:

  • Check the email address is correct

  • Ask them to check spam/junk folders

  • Verify email settings are configured

  • Test by sending to yourself

  • Contact support if issues persist

Dynamic fields not working

If fields show as ##{{field_name}}:

  • Check the field name is correct

  • Ensure the data exists for that booking

  • Use the exact field name (case-sensitive)

  • Try removing and re-adding the field

Formatting issues

If emails look broken:

  • Preview in the editor

  • Test on different email clients

  • Simplify complex formatting

  • Check image sizes aren't too large

Well-crafted emails enhance the customer experience from booking to post-visit.

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