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Email Templates

Email Templates

This article explains how to configure email templates in RedCarbon to customize the organization name displayed in emails sent to customers.

Overview

When an analyst sends an email to a customer, the message includes the name of the organization at the beginning. By default, this name is taken from the organization's main configuration.

Email Templates allow you to override this behavior by specifying a custom Service Name that will appear in place of the default organization name — and to control which customers are affected using Match Labels.

Email Templates Table

Navigate to Organization Admin > Email Templates to view and manage your templates.

The table displays the following columns:

ColumnDescription
NameThe internal name identifying the template
DescriptionA short description of the template's purpose
Service NameThe organization name that will appear in emails sent to matched customers
Match LabelsThe label selector used to target specific customers

Example

NameDescriptionService NameMatch Labels
AcmeacmeACME Organizationid = custo_asdh79nba8934545nbya

In this example, customers matching the label id = custo_asdh79nba8934545nbya will receive emails showing ACME Organization as the sender organization name instead of the default one.

Match Labels

The Match Labels column defines which customers are affected by a given template. See Match Labels for a full explanation of how to configure and use them.

To set match labels on a template:

  1. Navigate to Organization Admin > Email Templates.
  2. Click set match labels next to the template.
  3. Enter the label expression (e.g., id = custo_xyz).
  4. Click Save.

If no match labels are set, the template will not be applied to any customer.

How It Works

  1. An analyst sends an email notification to a customer.
  2. RedCarbon checks whether any active email template has match labels that apply to that customer.
  3. If a match is found, the Service Name defined in the template replaces the default organization name in the email.
  4. If no match is found, the default organization name is used.

This mechanism is useful when managing multiple brands or sub-organizations under the same RedCarbon instance, allowing each customer to receive communications tailored to their organization context.