Email Template

Work 365 has email templates that are sent out as email notifications.


Tracking emails are available in two areas of Work 365:

  • Timeline history of the entity record.
  • Email Delivery Report

For example, the invoice send email templates will be tracked on the invoice entity in CRM.
Furthermore, in the Work 365 Common section there is also an Email Delivery Report available which will give detail into the delivery of emails.

List of available templates:

Customer-Facing Templates

Templates designed for interactions with customers, often related to billing, notifications, and self-service invitations.

  • Send Invoice:
    • Customer Invoice – Auto Send: Automatically sends invoices to customer Billing Contacts on the Billing Contract via the auto send invoice functionality. Refer to send Work 365 invoicesguide for setup instructions.
    • Customer Invoice – Manual Send: The template is used to send the invoice to the customer Billing Contacts on the Billing Contract manually via the manual send feature of the invoice. See how to send invoices manually
  • CSP Invitation
    • Link to accept CSP Relationship: Template used to send the reseller relationship request. See the Customer Onboarding Workflow for details.
  • Portal Invitations
  • Payments Profile Request:
    • Secure link to accept Payment Information: Email template used to send payment profile request to customers. Uses Mandatory Token to add the Secure Link when sending the email. For more details see sending payment profile request s

Internal Notification Templates

Templates designed for internal notifications that provide information and guidance to your organization's team members.

  • Subscriptions Threshold Alert:
    • Notification for the consumption of Usage Subscriptions: Template used to notify the customer of current consumption threshold on Usage-based Subscriptions. For details see Usage Subscriptions.
  • Import Jobs Alert
    • Notification for long-running Data Import Jobs : Internal template notifying import jobs that took longer than expected to complete. To view the jobs go to Advanced Settings ➤ Data Management ➤ Imports.
  • Provider Account Created
    • Notification for new Provider Account : Internal notification saying a customer has accepted the reseller relationship request and added you as a reseller and thus a Provider Account has been created. For details on Provider Accounts see Work 365 Provider Accounts.
  • Payment Profile Changed
    • Notification for update to Payment Profile: Notification indicating the customer has updated their payment profile, and provides recommended action.
  • Payment Transaction Changed
    • Notification for update to Payment Transaction: Notification indicating the customer has updated their payment, and provides recommended action.
  • Provider Invoice Notification
    • Notification on import of Provider Invoices: Internal daily notification detailing the Provider Invoices which synced from the Automatic Provider. For details on Provider Invoices see Work 365 Provider Invoices Notifications.
  • Manual Provider Non- Recurring Items Reminder
    • Reminder for Manual Provider Non-Recurring Items: Notification template for Non-Recurring Items with Manual Providers to provision the license and update the status reason on the Non-recurring item.
  • Manual Provider Subscriptions Reminder
    • Reminder for Manual Provider Subscriptions: Notification template for Subscriptions with Manual Providers to provision the license and update the status of the License Change Log from Awaiting Provisioning to Provisioned. For details on License Change Logs, see Work 365 License Change Logs.

Fields in Email Template

Logical NameDisplay NameDescription
work365_emailtemplate_typeTypeThe type of email template that is chosen from the list provided.
work365_emailtemplate_nameNameThis is the name of the email template.
work365_emailtemplate_subjectSubjectThe subject line of the email that will be sent to the customer
work365_emailtemplate_fromFromThe email id from which the customer will receive the email. For customer facing templates, it is recommended to update this field to a different company alias.
work365_emailtemplate_toToThe recipient of the email. For Internal notifications, this field must be populated with an alias that can receive emails.
work365_emailtemplate_ccCcOther recipients of the email whose contact is visible to others.
work365_emailtemplate_bccBccOther recipients of the email whose contact is not visible to others
work365_emailtemplate_copysenderCopy Initiatorthe initiator or sender of the email
work365_emailtemplate_fromnameFrom NameName associated with the "From" email address in the email template
work365_emailtemplate_isdefaultIs DefaultIndicates whether the email template is set as the default template


  • Mandatory Tokens: These are secure links that are sent to customers that are automatically populated when the email is sent. For instance, here is a {Secure Link} sent to a customer for submitting their payment information.
    Note: do not make changes to this token as these are required for the template.
  • Optional Tokens: These are other tokens that are added to the email that are automatically populated when the email is sent. These tokens are optional.
    Note: These tokens can be removed and/or replaced with other optional tokens listed.
    To Remove: remove the full token. ex. {Current User}
    To Replace: Copy the optional token preferred in the list of tokens, and paste into the template.
    Note: any tokens not currently being used in a template will be listed at the top of the page.


Tokens are supported in the subject line, allowing for customization and easy identification of emails. For example, the invoice number can be used as an optional token and included in the email subject to help users quickly identify the emails they receive.