Email Templates

The Templates section is where you create and manage the reusable templates that MaidCentral Pulse sends for notifications, quotes, invoices, and other communications. Templates can be written for email, SMS, phone scripts, or internal notes.

Navigate to Settings → Company Settings → Templates to open this section.

Who Can Access This

Role	Access
Administrator	View, create, edit, duplicate, export, delete, and send test emails
Office	View, export, and send test emails (cannot create, edit, duplicate, or delete)
HR Admin	View, export, and send test emails (cannot create, edit, duplicate, or delete)
Payroll Admin	View, export, and send test emails (cannot create, edit, duplicate, or delete)
Sales	View, export, and send test emails (cannot create, edit, duplicate, or delete)

Creating and editing templates is limited to Administrators.

The Template List

The Templates page shows all of your templates in a table. Each row shows:

Column	Description
Name	The template name
Subject	The email subject line (blank for SMS, Phone, and Note templates)
Type	The medium — Email, SMS, Phone, or Note
Category	The template category assigned during creation
Status	Active or Inactive
Modified By	The user who last edited the template
Last Modified	The date of the most recent change

Filtering the List

Use the controls above the table to narrow your results:

• Search — Type any part of a template name or subject
• Type filter — Show only Email, SMS, Phone, or Note templates
• Category filter — Show templates from a specific category
• View toggle — Switch between table view and card view

Template Types (Mediums)

Each template is written for one of four mediums. Choose the medium that matches how the message will be sent.

Medium	Use For
Email	Customer notifications, quotes, invoices, and marketing messages
SMS	Short text message notifications sent to customers or team members
Phone	Call scripts your team reads aloud during phone calls
Note	Internal notes and task descriptions

Creating a Template

1. Click New Template at the top of the page.

2. Fill in the template details:

   Field	Required	Description
   Name	Yes	A descriptive name for the template (used internally)
   Category	Yes	The template category — select from your predefined types
   Medium	Yes	Email, SMS, Phone, or Note
   Subject	Email only	The subject line shown to the recipient
   From Email	Email only	The sender email address
   Reply-To	Email only	Where replies go if different from the From address
   BCC	Email only	Email addresses that receive a silent copy. Not used on Password Reset, Customer Account Create, Employee Account Create or PMG Account Create templates: those emails contain a private sign-in link, so they go only to the person they are for
   Wrapper Template	Email only	The outer layout that wraps this template's content
   Description	No	Internal note about what this template is for

3. Write the template content (see Editing Content below).

4. Click Save to create the template.

Editing Content

Email templates offer two ways to write content: Text mode and Visual mode.

Text Mode

Text mode lets you write or paste HTML directly into the content area. Use this when you want full control over the HTML markup, or when importing content from another tool.

Visual Mode (Drag-and-Drop)

Visual mode gives you a drag-and-drop builder. A panel on the left shows pre-built content blocks. Drag any block into the email preview on the right.

Available content blocks:

Block	Description
Header	A bold heading in your brand color
Text Block	A paragraph of text
Call to Action	A button linking to a URL
Image	An image with an optional link
2 Columns	A two-column side-by-side layout
Divider	A horizontal line to separate sections
Spacer	Empty vertical space
Social Links	Icons linking to your social media profiles
Contact Info	Phone, email, and address block
Testimonial	A customer quote with a star rating
Pricing Card	A service name, price, and feature list
Footer	Company name, address, and unsubscribe link

Click any block in the preview to select it and edit its content or styles.

AI Content Generator

Click the AI Assistant button in the editor to generate template content automatically. Enter a description of what you want — for example, "a follow-up email for a completed cleaning job" — and the assistant will produce draft content you can then edit.

Merge Fields (Personalization Tokens)

Merge fields are placeholders in the template that the system replaces with real data when sending. Use the format ##FIELD_NAME##.

Inserting Merge Fields

Open the Merge Fields panel on the right side of the template editor. Fields are organized by category and you can search to find a specific field. You have two ways to insert a field:

• Click a field to insert it at the cursor position in your template.
• Drag a field from the panel into the editor where you want it placed.

Each field shows a sample value so you can see what data it will contain when sent.

Common Merge Fields

Company fields:

Field	Description
##SVCCONAME##	Your company's full name
##SVCCOPHONE##	Your company phone number
##SVCCOEMAIL##	Your company email address
##SVCCOWEBSITE##	Your company website URL
##SVCCOLOGO##	Your company logo URL

Customer fields:

Field	Description
##C_FIRSTNAME##	Customer first name
##C_LASTNAME##	Customer last name
##C_FULLNAME##	Customer full name
##C_EMAILADDRESS##	Customer email address
##C_PHONE##	Customer phone number

Address fields:

Field	Description
##H_ADDRESS##	Home street address
##H_CITY##	Home city
##H_REGION##	Home state/region
##H_POSTALCODE##	Home postal code

Job fields:

Field	Description
##J_DATE##	Scheduled job date
##J_TIME##	Scheduled job time
##J_TECHNICIAN##	Assigned technician name
##J_INSTRUCTIONS##	Job special instructions

Invoice fields:

Field	Description
##I_NUMBER##	Invoice number
##I_AMOUNT##	Invoice amount
##I_DUEDATE##	Invoice due date

Special content fields:

Field	Description
##FEETABLE##	Service fee table (auto-formatted as HTML for email, plain text for SMS)
##TECHNICIANTABLE##	Scheduled team members for the job — name, photo, and bio in email; names only in text messages. Filled on On Our Way sends.

tip

The list of available fields changes based on the template type you select. For example, an On Our Way template shows arrival-related fields, while an Invoice template shows billing fields. Always check the Merge Fields panel after choosing your template type.

Can I add a portal link to a message?

Yes, on Invoice and Payment Failure templates, in both email and text versions. Add one of these link fields from the Merge Fields panel:

Field	Shown in the panel as	Where it goes
##URL_VIEWINVOICE##	Link to Invoice	The customer's invoice in the customer portal. If the customer has no portal account yet, it opens an invitation to create one
##URL_ACTIVATEACCOUNT##	Activation Link	The same link as ##URL_VIEWINVOICE##

warning

The Merge Fields panel also lists Activation Link on some other template types, such as Move, Bump, Skip and Cancel. On those templates it is sent blank. To point customers to the portal from any other message, type your portal address into the message as a regular link. See Where do customers log in?

The set-password link in a portal invite is a different field, ##LINK_ACTIVATEACCOUNT##, on the Customer Account Create template. Pulse fills it in when you send an invite from the customer's Profile tab.

Review and social links

These fields insert the links saved under Settings > Company Settings > Logos & Branding > Social Media Profiles. The Merge Fields panel offers them on every template type.

Field	Link
##LINKGOOGLEBUSINESS##	Google Business
##LINKYELP##	Yelp
##LINKFACEBOOK##	Facebook
##LINKINSTAGRAM##	Instagram
##LINKANGIESLIST##	Angie's List

warning

Pulse fills these fields in from Logos & Branding on messages you send yourself with a template, on booking confirmation emails, and on the automatic Job Started and Job Completed notifications. The On Our Way notification doesn't fill them in. In that template, paste the full link instead.

How do I add a review link to the job-completed text?

Add ##LINKGOOGLEBUSINESS## to your job completed text template. Pulse replaces it with the Google Business link saved in Logos & Branding.

1. Go to Settings > Company Settings > Logos & Branding > Social Media Profiles and enter your review link in Google Business, for example the one your Google Business Profile gives you for asking customers for reviews.
2. Go to Settings > Company Settings > Templates & Emailing.
3. Set the Type filter to SMS and open your job completed text template.
4. Type ##LINKGOOGLEBUSINESS## where the link should go and click Update Template.

Only Administrators can edit templates. Keep the text short: the full link, not the field name, counts toward the 160-character segment limit.

Quote Email Templates

Quote emails are Email templates whose category is Lead - Send Many Quotes. Because they are HTML, you can add almost anything to them: images, a PDF link, a brochure, your logo and your own wording.

Turning a quote template off. Send Quote uses your active Send Many Quotes template for each channel, email and text. To stop using one, deactivate it (see Activating and Deactivating Templates). With no active Send Many Quotes template for a channel, Send Quote fills in Pulse's default quote message instead, whose email starts "Thank you for your interest!". You can still edit the message before sending.

Book Now link. To let a customer finish booking from the email, add the Link to Finish Booking field (##LINK_BOOKSERVICE##) from the Merge Fields panel. Use it as the link on a button or on text. If the field shows up as plain ##LINK_BOOKSERVICE## in a sent email, check that the template is a Quote template, because the field is only available on those.

Wrapper Templates

Email templates are wrapped in a layout that adds your header logo, brand colors, and footer. This wrapper is what makes every email look on-brand without rebuilding the header and footer in each template.

You can choose the wrapper used for each email template:

• System Default Wrapper — The built-in Pulse layout
• Use Company Default Wrapper — The wrapper set under Templates & Emailing → Email Settings → Default Wrapper Template
• A custom wrapper — Any active wrapper template in your library

Wrapper templates are a special template type that contain the outer layout shell. They are listed in the Templates section alongside regular templates.

Can't change the default email wrapper template?

The company default wrapper and the email masthead image are set under Templates & Emailing → Email Settings, and they are part of Logos & Branding. If Logos & Branding isn't turned on for your company, Email Settings shows Email Settings Not Available and these two settings can't be changed. Contact your administrator to check your feature settings. Templates that use Use Company Default Wrapper keep using the wrapper already saved.

Previewing a Template

Click the Preview icon (eye) next to any template to see a rendered preview with sample data. The preview shows the email as it will appear to a recipient, with merge field tokens replaced by example values.

Duplicating a Template

Click the Actions menu (three dots) on any template row, then click Duplicate. A copy of the template is created with the same content. You can then rename and edit the duplicate.

Duplication is a fast way to create variations — for example, a Spanish version of an existing English template.

Exporting and Importing Templates

Export a Template

1. Click the Actions menu on any template row.
2. Click Export.
3. The template downloads as a JSON file to your computer.

Use exports to back up templates or share them with another MaidCentral organization.

Import a Template

1. Click Import at the top of the page.
2. Select a previously exported JSON file.
3. Review the template details and click Import to confirm.

The imported template is added to your template list and can be edited before use.

Activating and Deactivating Templates

Each template has an Active or Inactive status. Inactive templates are not available for selection when sending messages, but they are not deleted.

To change a template's status, find it in the template list's table view and click the power button on its row: Deactivate on an active template, Activate on an inactive one. Inactive templates are hidden from the list until you turn on Show inactive.

Deleting a Template

1. Click the Actions menu on a template row.
2. Click Delete.
3. Confirm the deletion in the dialog that appears.

warning

Deleting a template is permanent. It cannot be undone. If you only want to stop using a template temporarily, deactivate it instead.

Template Types and Groups

Templates are organized into types and groups that control when a template is used and which merge fields are available. Each template is assigned a type when you create it.

Template Groups

Group	Purpose
Customer	Customer-facing notifications (confirmations, reminders, updates)
Employee	Internal employee communications (schedules, announcements)
Quote	Quote delivery and follow-up messages
Job	Job lifecycle notifications (booking, on-the-way, completion, feedback)
Scorecard	Quality scorecard and review request messages
System	System messages (account creation, password reset, portal invites)

Common Template Types

Here are frequently used template types and when the system sends them automatically:

Type	Group	When Sent
Booking	Job	A new job is booked
On Our Way	Job	A technician marks "on the way" to a customer
Job Complete	Job	A job is marked completed
Invoice	Job	An invoice is sent to the customer
Positive Feedback	Scorecard	Customer leaves a high rating
Negative Feedback	Scorecard	Customer leaves a low rating
Portal Invite	System	A customer is invited to the customer portal
Password Reset	System	A user requests a password reset
Campaign	Customer	Sent as part of a marketing campaign
Move / Bump / Skip / Cancel	Job	Schedule change notifications

Each template type can have separate Email and SMS versions. The system sends the version that matches the customer's notification preferences.

On Our Way Notifications

The On Our Way template powers the notification that goes to customers when a cleaning team is heading to their home. This notification can be sent as both an email and an SMS text message.

How On Our Way Works

1. A technician or dispatcher marks a job as "On The Way" from the schedule or technician portal.
2. The system looks up the On Our Way template (type: On Our Way) for both email and SMS.
3. Merge fields are filled in with the customer's name, job date, estimated arrival time, and other details.
4. The notification is sent via the customer's preferred channel (email, SMS, or both), once per contact per job: marking the job "On The Way" again does not resend to a contact who already received it.
5. A record of the sent notification is saved in the customer's communication history.

On Our Way Merge Fields

These merge fields are available specifically in On Our Way templates:

Field	Description	Example
##C_FIRSTNAME##	Customer first name	Jane
##JOB_DATE##	Job date formatted as day of week and date	Wednesday, March 25
##JOB_STARTTIME##	Scheduled start time	9:00 AM
##JOB_ENDTIME##	Scheduled end time	11:00 AM
##ESTIMATED_ARRIVAL##	Estimated arrival time based on current travel	9:15 AM
##MINUTES_UNTIL_ARRIVAL##	Minutes until the team arrives	15
##JOB_WINDOWSTARTTIME##	Service window start time	9:00 AM
##JOB_WINDOWENDTIME##	Service window end time	11:00 AM
##SS_TYPEDESC##	Service type description	Standard Cleaning
##SC_COMPANYNAME##	Your company name	ABC Cleaning Services

Setting Up On Our Way Templates

1. Go to Settings > Company Settings > Templates.
2. Click New Template.
3. Set the Type to On Our Way.
4. Set the Medium to Email (repeat for SMS if you want both).
5. Write your message using the merge fields above.
6. Save and activate the template.

If no On Our Way template is configured, the system sends a default message: "Dear [customer name], Your cleaning team is on the way! We are scheduled to arrive for your appointment on [date] at [time]."

Tips

• Create one base template per communication type. Set up a strong base template for job confirmations, invoices, and quotes. Then duplicate it when you need small variations.
• Use categories to stay organized. Assign a category (like Invoicing, Scheduling, or Marketing) when creating each template so your list stays manageable.
• Preview before publishing. Always use the preview function after editing to check that merge fields render correctly and the layout looks right.
• Wrapper templates control global layout. If your email header or footer needs updating, edit the wrapper template — not every individual template.
• SMS templates should stay short. SMS messages split into segments at 160 characters. Keep SMS templates concise to avoid multiple-segment charges.
• Inactive is safer than delete. If you are unsure whether a template is still in use, deactivate it and wait to see if any workflows break before deleting.

Troubleshooting

Issue	What to Check
Merge field is not being replaced in emails	Check that the token uses the exact ##FIELD_NAME## format with no spaces. Use the Available Fields panel to copy the correct tag
Template is not appearing in a dropdown elsewhere	Confirm the template is set to Active and assigned to the correct category and medium
Visual editor is showing raw HTML instead of the rendered layout	Switch to Text mode in the editor if you need to work with HTML directly
Email looks unstyled when received	The selected wrapper template may be missing or inactive. Check the Wrapper Template field on the email and confirm the referenced wrapper exists and is active
Create, edit, duplicate, or delete options are not visible	Only Administrators can create, edit, duplicate, or delete templates. Office, Sales, HR Admin, and Payroll Admin can view templates and send test emails. Ask an Administrator to make the change
Import fails with a permission error	Importing creates a new template, so only Administrators can import
Import fails	Confirm the file is a valid template export (.json) created from MaidCentral Pulse. Files exported from other systems are not compatible

Related Articles

• Settings Overview — Navigate all Settings categories
• Logos and Branding — Configure logos, brand colors, and the email masthead
• General Settings — Configure the company name and contact details used in merge fields