Email notifications sent via the platform consist of editable notifications which can be customised and platform notifications which cannot be customised. Let's review both in this article.
THIS FEATURE IS LIMITED DEPENDING ON YOUR PLAN
Legacy plans have no options to customise notifications.
Lite plans can customise the default topic and pathway notifications.
Business plans can also customise the default notifications for topics and pathways, but can also create additional email templates to assign to specific notifications in specific topics and pathways.
Which email notifications can be customised?
The following notifications can be customised:
Topic emails - Progress
Topic enrolment (enrolments by admins, upload or API)
Topic retake enrolment (all enrolment retakes)
Topic due soon (reminders before and including the due date)
Topic overdue (reminders after the due date)
Topic completed (completed enrolment)
Pathway emails - Progress
Pathway enrolment (enrolments by admins, upload or API)
Pathway retake enrolment (all enrolment retakes)
Pathway due soon (reminders before and including the due date)
Pathway overdue (reminders after the due date)
Pathway complete (completed enrolment)
Platform emails
Email footer (the footer information added to all emails)
New user invitation
Scheduled deactivation (reminder of scheduled user account deactivations only. This option does not apply to manual, uploaded, or API triggered deactivations). Admins can specify the number of days before the deactivation this notification is sent.
Scheduled reactivation (reminder of scheduled user account reactivations only. This option does not apply to manual, uploaded, or API triggered reactivations)
Note: Unlike with topics and pathways (where multiple templates can be assigned), you can only set one default invitation email, this is the version everyone will receive. However, if you have SSO enabled, you’ll see two system invitation emails, one for Internal and one for external users, both of which can be customised.
Which email notifications cannot be customised?
Certain notifications cannot be customised. These notifications are either very basic (customisation not required) or programmed (customisation not possible).
The following notifications cannot be customised:
Topic emails - Progress
Topic self-enrolment (enrolments via the catalogue or an auto-enrol link)
Topic emails - Assessing
Assessable item pending
Assessable item result
Assessment retake request
Assessment retake approved
Assessment review required
Topic emails - Miscellaneous
Journal summary
Requested topic review
Pathway emails - Progress
Pathway self-enrolment) enrolments via the catalogue or an auto-enrol link)
Pathway updated (updates to pathways that affect existing enrolments)
Platform emails
Password reset (sent to learners when they click the forgot password link)
Creator invitation (sent to creators when assigned to a topic as a creator)
Platform emails - Reporting
Team leader report
Learner report
Assessor report
Platform emails - Events
All notifications from the Event element (registered, unregistered, attended, missed, updated, cancelled, joined waiting list, removed from waiting list)
Platform emails - Support
Request for help (sent to primary admin when learners submit help requests)
How can I view the default email notifications?
All email notifications can be viewed in the Admin area, under the Account menu and Emails tab (note that the Account menu is only accessible to Super Admins and Standard Admins).
On that page, admins can see a list of email notifications, see which templates are set as the default for each type of notification and view those templates.
How can I set the default email notifications to customise them?
Note: This feature requires a Lite or Business plan. If you do not see the Emails page, check Account → Admin → Subscription and look for the panel called 'Email Customisation' to see if this feature is enabled in your plan.
For topic and pathway email notifications, admins can customise new default email notifications as follows:
Navigate to Admin → Account → Emails.
Edit the panel containing the default email notification you wish to change.
Click 'Copy' under the Standard system template to make a duplicate of that template for editing.
Click 'Edit' under the duplicate template you created to load the editing screen.
On the editing screen you can:
Give your new template a name.
Hide or show your org logo.
Edit the subject of the email.
Select the footer for this email.
Edit the body of the email - changing text, changing formatting, changing variables.
On the editing screen, you can see a live preview of your customised email in the preview pane on the right. You can also click on the 'Send me a sample' link to receive an email with your new template.
When finished editing, click Save.
Back on the Admin → Account → Emails page, you can edit the panel containing your new template. Under that template click 'Make default' to make your new template the new default for that email notification.
Click Save to confirm your changes for that panel.
You can then confirm that your new template says "(Default)" next to it in the table. At that point, your new template will be used as the default for all instances of that email notification.
At any time, admins can edit the relevant panel on Admin → Account → Emails to edit their templates, copy and create new templates, assign new default emails or delete an existing template.
How can I edit individual email notifications for specific topics and pathways?
Note: This feature requires a Business plan. If you cannot edit the options listed below, check Account → Admin → Subscription and look for the panel called 'Email Customisation Assignment' to see if this feature is enabled in your plan.
Organisations with a plan that includes 'Email Customisation Assignment' can further apply customised emails.
First, admins in these organisations can create multiple templates for each type of email notification - each with a different template name (to help identify them later) and customised content.
Second, admins in these organisations can then change the template used for specific notifications in specific topics and pathways. To do this:
Create your specific customised email template for the required type of notification.
Then navigate to the Notifications tab of the relevant topic or pathway.
On the Notifications tab of a topic or pathway, there are panels to enable and manage the enrolment, reminder (due soon and overdue) and completion emails.
In those panels, admins will see a column on the right of each panel called Email. The options are Default or Modified.
Default means that the relevant email template set to 'Default' on Admin → Account → Emails will be used for that specific email notification.
Modified means that a specific email template has been set for that one specific email notification.
To set a specific email template (or to revert to the default), edit the relevant panel of notifications and then click on the 'Default' or 'Modified' link for that notification. This will open a slideout with a dropdown menu at the top showing the current template used for that notification. Admins can use that dropdown to select another template (from that type of notification - so for the Topic Enrolment email, the template will need to be another Topic Enrolment template). A preview of the selected email template will be shown in the slideout to confirm you have selected the right template.
To reset to the default template, choose the template in the dropdown which has the label '(Default)' beside it.
Using this process, admins can create multiple individual templates to completely customise every email notification in a specific topic(s) or pathway(s).
What is the footer on the email notifications?
Each email notification sent by the platform includes a footer. This is typically a disclaimer but can be used for any information. The footer can be separately customised and multiple footer templates can be created, with each email template able to be assigned a different email footer.
On Admin → Account → Emails, admins will see the Footer template in the Platform Emails panel. Admins can edit this panel to copy, edit, delete and set a new default footer (as they do with email templates).
