Email templates are reusable subject + body pairs you load into the Trip Messages composer when you start a new thread. Trips ships six platform defaults — welcome, quote ready, booking confirmation, final itinerary, payment reminder, post-trip thank-you — that you can use as-is, edit to match your voice, or replace entirely.
Where they live
Open Settings → Email templates. The page lists every template in your agency, with platform defaults pinned at the top of the list. Each row shows the template name, a short description, and Edit / Delete buttons on the right.
Inside the Trip Messages composer, the template picker fetches the same list — newest active templates appear in a dropdown when you click Load template. Picking one fills in the subject and HTML body; you can tweak before sending.
Platform defaults
Every new agency starts with six templates covering the moments most agents email about. You can edit them, rename them, or delete them — the seeder doesn't recreate ones you removed.
Welcome / Initial outreach. First email after a new inquiry comes in.
Quote is ready. Sent with a proposal share link.
Booking confirmation. Goes out once the trip is locked.
Final itinerary. Pre-departure handoff with the day-by-day details.
Payment reminder. Polite nudge before a deposit or final is due.
Post-trip thank you. Welcome-home email asking for a review.
Create or edit
On Settings → Email templates, click + New template (or Edit on an existing row).
Give it a Name (visible only to your team in the picker) and an optional Description (one-liner that shows in the picker tooltip).
Write the Subject — supports merge tags.
Compose the HTML body in the editor — headings, lists, bold/italic, links, images. The variable panel on the side lists every merge tag you can drop in.
Save. The template appears in the picker for every agent on your team immediately.
Merge tags
Templates support a fixed allowlist of merge tags wrapped in {{ }} braces. At send time we substitute them with values from the trip and the recipient.
Contact
{{ first_name }}{{ last_name }}{{ full_name }}{{ email }}
Trip
{{ trip_name }}{{ trip_start_date }}{{ trip_end_date }}{{ trip_duration_nights }}{{ trip_destinations }}
Agency / agent
{{ agency_name }}{{ agency_signature }}{{ agent_name }}{{ agent_email }}
Deleting a template
Click Delete on a row. The template is soft-deleted — it stops appearing in the composer immediately and disappears from the settings list. The normal first-login seeder won't bring it back; support can re-run the seeder explicitly to restore platform defaults if you ask.
If you delete a default and change your mind, recreate it by hand with + New template — we don't have a "restore platform defaults" button (yet).
Troubleshooting
I edited a platform default and now the rest of the team is seeing my changes.
That's expected — templates are tenant-wide. If you wanted a personal variant, duplicate it under a new name first.
A merge tag is showing up literally in the sent email.
Either the tag name has a typo ({{ first-name }} instead of {{ first_name }}), or it's not in the allowlist. Compare against the tag list above.
The composer's template picker is empty.
Open Settings → Email templates and confirm at least one template has Active on. Templates that have been soft-deleted, or marked inactive, don't appear in the picker.