🚀 Email Template Problem Solvers 🚀

Infigo allows you to customise the email message block that is sent to Admin / Customers.

This can be found in Content Management > Email Message Templates.

The list below briefly details each template's use.

*Please note that the message tokens displayed above each template are NOT all valid against every template.  Example for Approval workflow templates: ONLY Tokens that are denoted by "%Store./%Customer./%Product./%ProductVariant./%Workflow. "  We advise that you place Test orders when you change your message content from the default to ensure that the info returned is accurate for your needs*

Approval Workflow Approved Email - email sent when approver approves a job (sent to customer placing original order)

Approval Workflow Rejected Email  - email sent when approver rejects a job (sent to customer placing original order)
Approval Workflow Resubmitted Email - email sent when customer resubmits a job for approval (sent to approver)
Approval Workflow Submitted Email - email sent to the approver when a job requires approval (once a day send)
Approval Workflow Submitted Instant Email - email sent to the approver when a job requires approval (sent instantly)
Blog.BlogComment  - we currently do not support blogs
Customer.BackInStock - notification that a product that is out of stock is now in stock. so backorders will be fulfilled (sent to customer)
Customer.EmailValidationMessage  - If registration requires validation, the email that is sent to customers to validate themselves
Customer.NewPM - we currently do not support PM
Customer.PasswordRecovery - Sent to a customer when they click the forgotten password link
Customer.WelcomeMessage  - sent to a customer on successful registration
Forums.NewForumPost
Forums.NewForumTopic - We do not currently support forums
GiftCard.Notification - We do not currently support giftcards
NewCustomer.Notification - Sent to store admin when a new customer successfully registers
NewReturnRequest.StoreOwnerNotification  - we do not currently support store returns
News.NewsComment  - We do not currently support forums
NewsLetterSubscription.ActivationMessage
NewsLetterSubscription.DeactivationMessage - Sent to users when signing up or unsubscribing to the newsletter through the newsletter module
NewVATSubmitted.StoreOwnerNotification - We do not currently support customers changing VAT levels
OrderCancelled.CustomerNotification - as described
OrderCompleted.CustomerNotification - as described
OrderDelivered.CustomerNotification - as described
OrderPlaced.CustomerNotification - as described
OrderPlaced.StoreOwnerNotification - as described
OrderShipped.CustomerNotification - as described
PrePayOrderCompleted.CustomerNotification - notification to a customer that an order for prepay top up is complete
Product.ProductReview  - notification to the Administrator of a review placed on a product
QuantityBelow.StoreOwnerNotification - Stock level warning when a products stock drops below a threshold. Sent to Admin
ReturnRequestStatusChanged.CustomerNotification - We do not currently support return requests
Service.EmailAFriend - The email template sent when a customer chooses to recommend to a friend
Wishlist.EmailAFriend - Wishlist not currently supported

Question: Can I change the storefront owner? 

Answer: Yes, go to Email Message Template settings in admin (use the search tool in the top left corner) and you'll see the first option on this page is storefront owner email address. Remember to save your changes. 

Question: How can I add a new Token?

Answer: If you would like to add a Token that doesn't already exist then please submit a Development Request with all of the information and a scenario where this token would be used. We will request a provisional quote for it to be added. 

Question: How can I tell if an email has been sent? 

Answer: In Admin go to System > Message Queue and use the filters to reduce the results. By default "Load not sent emails only:" will be ticked. If you'd like to see all emails, please untick this and click Search. 

Question: Can an email be resent/sent again? 

Answer: Yes, this is possible
If you wish to re-queue an email, click 'Edit' (when in the 'Message Queue') for the email you want to resend, and then click the 'Requeue' button. 
When you re-queue an email, it will create a brand new entry in the message queue table, so you can then delete the original entry after the new one has been sent.

Question: How do I add a new email message template? 

Answer: This would require some custom development work. If you submit a Development Request to Support, we'll seek a provisional quote for you. 

Question: What address are emails sent from? 

Answer: Within each Email Message Template there is a dropdown menu called "Email Account" below the "body" of the email. You can select which email account you wish to use from here. 

Question: How do I add a new Email Account to my storefront?

Answer: This article will explain what's needed and where to create it. 

Question: I'd like to copy (cc) people into sent emails. How do I do this? 

Answer: In every Email Message Template there is a BCC field. You can add email addresses here. 

Question: How do I enable and/or adjust the number of days the 'Abandoned Cart' email template is sent? 

Answer: In 'Cart Settings' this can be enabled (along with the template itself) as well as the number of minutes after the cart is abandoned.

Question: The links in my sent emails are not working, they contain ':80'. Why is this?

Answer: The 'Store URL' in the Approval Workflow settings is incorrect. Please update this to your actual storefront URL.

The %Order.ShippingInformation% email token inserts a customer’s shipping details into order emails.

• Single address (primary focus of this article): The token compiles the shipping address by pulling from all existing %Order.Shipping...% placeholders. It includes only non-empty values and separates each line with <br/>.

• Multiple addresses (also supported): When an order ships to multiple addresses, the token outputs a structured, readable summary. The invoice shows human-readable text, while the email includes a grouped HTML table built from the checkout “Info” attribute. Column headers are localizable and the first column header is Product (updated from “Type”).

• If you need a full, multi-address workflow guide, see:

👉 Shipping to Multiple Addresses (Infigo Academy)

Key Settings

• Email token: %Order.ShippingInformation%
  Adds the shipping details block to the email body.

Use Cases

1. Standard single-address orders (primary): Include a clear shipping block in “Order Placed” emails when customers ship to one address.

2. Multi-address orders (optional): Summarize items per product and destination address in a localizable table.

3. See: Shipping to Multiple Addresses

Step-by-Step Implementation Guide

1) Add the token to your email template

1. Go to Email Message Templates.
2. Search for your Order Placed email template.
   • 
3. Edit the template and set it to Active (if not already).
   • 
4. In the list of order tags (alphabetical), find %Order.ShippingInformation%.
5. Insert it near the end of your email body
   • 
6. Save the template.

2) Test with a shipping address

1. Impersonate a user (or place a real test order).

2. Add one or more items to the basket.

3. Proceed through checkout using a single shipping address.

4. Place the order.

5. End impersonation and go to Message Queue.

6. Open the most recent message for your order and Edit to view the Body.

7. Scroll to the bottom and confirm you see a neatly formatted shipping block:

   • Address lines are separated by <br/>.

   • Only non-empty values are included (no empty lines).

This article explains how to ensure that emails sent via Message Templates use the correct email account configuration. It focuses on the process of selecting an email account and the importance of saving template changes to update the settings.

Sometimes, although the new email account is properly configured and even selected from the dropdown within a template, the system might still send emails using an old account if the template is not saved after making changes.

Following the steps below will ensure that your email templates are using the desired email account, making your testing and production emails consistent.

Use cases

• Testing email delivery from newly configured email accounts.
• Double-checking that changes in a template are correctly applied before sending live emails.

Key settings in the Admin UI

• Email Account Configuration: Accessible via the Email Accounts screen, where default and additional email accounts are set up.
• Email Template Settings: Located on the Email Message Templates screen, where you select the email account to be used for each template.

Step-by-step guide

1. Navigate to the Email Message Templates screen for the template you wish to test in the Admin UI.
2. Select the desired email account from the dropdown menu.
3. Click the [Save and Continue] button to apply the changes. This step is crucial to update the template with the new email account.
4. Wait for the page to refresh to confirm that your changes have been saved.
5. Send a test email to verify that the message is sent from the correct email account.
6. Check your 'Message Queue' in the admin area to verify the Sender Email used is correct.

Related links

• Infigo Academy – Email Setup and Configuration

For additional guidance, head over to the Infigo Academy or contact our Customer Support team.

If you look at your message queue and note some emails haven't been sent, then please follow these steps before submitting a support ticket.

Step 1) In Admin > System > Message Queue, take a look at which account(s) the unsent emails are being sent from. This will tell you which email account to check: 

Step 2) From here you can go to Admin > Configuration > Email Accounts and find the Account in question and "Edit". 

Step 3) Check the credentials, make sure all the fields are filled in correctly (for more information please see this article) and use the test email tool at the bottom of the page. 

- if the email sends, then please raise a ticket with these steps and we will investigate further why you have unsent emails. 

- if the email doesn't send and you get an error, please go to https://smtper.net and test your email account credentials. Please share that information / error with your internal IT Team and ask them to check the account setup or the host. 

 
Please note: if you are using one of the temporary email accounts provided by Infigo and emails aren't sending, it could be because the "email address" and "user" fields in the Email Account Setup don't match.