🚀 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

Infigo Academy: Email accounts and message templates

This article will explain the information you will need to provide us in order to set up a new email account on your system. This can be completed on the Platform Level so that the email is available across all storefronts, or configured at the storefront level if you wish for it to be available for an individual storefront.

Email accounts are found in Configuration > Email Accounts. 

Below is what we require from you to set up a new email account:

- Email Address (From)
Where the emails you receive will be registered as being received from
(Where the email will be sent from)
 
- Email Display Name
Friendly name that will display in the list of email accounts in use
 
- Mail Server Host Name/IP Address
Mail server hostname or IP address
 
- Port 
Port numbers, 587, 465 or 25 are supported
 
- Authentication Username
Where the account is created (the email provider) - the username credentials for this
 
- Authentication Password
Where the account is created (the email provider) - the password credentials for this
 
- SSL
Tick box to indicate if an SSL will be used or not
If you have an SSL we recommend this is ticked on

 
All this information can be obtained from your chosen email provider
If you need any help with this we recommend you reach out to your email provider or raise a support ticket for any other questions you may have
 
Example of the form completed

 
You can also send a test email from the email account you have just set up
Click 'Edit' on the email account > Type in an email address in 'Send to email' > click 'Send'
This will confirm the email account has been set up correctly 

If you're having difficulties sending from your new email account please test the SMTP connection before contacting support. This is helpful when trying to identify the cause. 

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. 

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

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. 

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.

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.

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

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. 

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. 

Infigo Academy: Email accounts and message templates

In Infigo, when a customer registers to join your site, they will fill out a form on the front end that is driven by various selections found in Configuration > Settings > Customer Settings > Registration Form.

After registering, the user's details can be found in Customers > Customer Management.

With the use of Tokens, some of the user's details can be added to the Message Template to dynamically appear in the email notification.

To set this up, please navigate to Content Management > Email Message Templates. 

For example, you want to setup the users information to appear on the Order Placed, customer email notification. Simply press Edit to begin editing the email message template.

Each message template has a list of allowed message tokens on the right of the page. You may use any of the tokens in the list available per template for them to appear on the email as text. 

Tokens that start with Customer, such as  grabs the details from the users Account under the Info tab in Customer Management. 

Tokens that start with Order and contain either Shipping or Billing grabs the details on the order level first, then pulls either the billing or shipping. For example %Order.BillingFirstName% will pull the First Name of the Billing Address in checkout. Likewise if %Order.ShippingFirstName% is used, it will pull the First Name of the Shipping address in Checkout. 

The tokens are also fully compatible to use within HTML if you are creating email templates with HTML. 

A new message token is now available for customer-related email templates:

% Customer.AdminEdit %

When added to a supported email template, this token generates a direct link to the customer’s edit page in Admin.

A second token is also available to output the customer’s numeric ID, which can be useful for internal references or custom email workflows.

What Was It Like Before?

Previously, when a new customer registered, admins received the notification email but still had to manually search for the customer in Admin.

This added extra steps to approval workflows, especially for stores where new registrations need to be reviewed before customers can order.

How to Use It

Open the relevant customer message template in Admin. For example: New Customer template

When the email is sent, the link will point directly to the customer’s admin edit page.

Suggested Default Email Copy

Tips

This token is especially useful for new registration notifications, account approval workflows, and internal customer review processes.

Use clear link text such as “Review customer” or “Open customer profile” so admins know exactly where the link will take them.

Troubleshooting

If the link does not appear correctly, check that the token has been added exactly as written:

% Customer.AdminEdit %

If the link opens but the admin page cannot be accessed, confirm the user clicking the link has permission to access customer management in Admin.

Summary

This update makes customer registration emails more actionable by giving admins a direct route to the customer profile.

It reduces manual searching, speeds up customer review, and makes approval workflows easier to manage.

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).

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

Enhancing your abandoned cart emails with basket information can significantly improve recovery rates by reminding customers of what they left behind. This guide will explain how you can use specific tokens within the Infigo platform to provide a quantity of items in an abandoned basket (cart), along with a direct link to that basket (cart).

Utilizing Tokens for Cart Details

The Infigo platform includes tokens such as % Account.BasketLink % and % Account.BasketQuantity % to enhance your abandoned cart emails. These tokens allow you to:

• Provide a Direct Link to the Cart: The % Account.BasketLink % token generates a complete URL link to the customer's basket, making it easy for them to return to their shopping.

• Display the Number of Items in the Basket: The % Account.BasketQuantity % token shows the number of items currently in the basket.

NOTE: We have added spaces between the % symbols and text so that it displays here. Remove these spaces for actual use.

Steps to Implement

1. Include Tokens in Email Templates:

   • Access your email message templates through Content Management > Email Message Templates.
   • Edit your abandoned cart email template to include the Progress (0) and 0 tokens where appropriate.

2. Activate and Configure Templates:

   • Ensure your templates are active by checking the "Is Active" checkbox in the template settings.
   • Proper configuration in the admin interface ensures the emails are sent correctly.

Additional Resources

For more detailed information on configuring email templates and using tokens, visit the Infigo Academy's Email Template Guide and the Tokens Overview.

Infigo Academy: Email accounts and message templates

With Infigo, you are able to switch on email reminders for jobs that are awaiting approval. 

These are the steps you must take in order to do so:

• In Infigo Admin, navigate to: Content Management > Email Message Templates
• Find 'Approval Workflow Submitted Reminder' and click 'Edit'
• Find and check the box 'Is active' (highlighted below) then click 'Save'. This is also the page which allows you to customise the template to suit your needs.

• In Infigo Admin navigate to: Configuration > Settings > Approval Workflow Settings
• Find 'SendReminderEmailAfterXDays' and set the number to however many days you wish to have as a delay before sending the reminder email.

Please note: You must have the message template activated prior to setting the ‘SendReminderEmailAfterXDays’