Use this guide when you customise outbound and internal emails under Templates > Email Templates. It explains every merge field, how logos work, and how to add your own outbound templates.
Before you start
You need permission to open Templates in OnboardMe.
Upload your practice logo under Settings > Branding if you want logos in sent emails.
For a step-by-step tour of the editor, see Customise email templates.
Outbound and Internal tabs
The Email Templates page has two tabs:
Outbound Emails - client-facing messages (onboarding, proposals, eForms, ethical clearance, ID verification, leads, and related flows).
Internal Emails - messages sent to your team (draft created, submitted, approval, and similar notifications).
Both tabs use the same editor. Only the Outbound Emails tab lets you create wholly new templates (see below).
Scroll to the accordion at the bottom of the page for Standard emails by category. It maps each built-in template name to the workflow that uses it.
Insert merge fields
Merge fields are placeholders in square brackets, for example [ClientName]. OnboardMe replaces them with real data when the email is sent.
Select an email template.
Place the cursor in the Email Subject or email body where you want the field.
Click the [...] button next to the subject, or the matching insert control in the body toolbar.
Choose a field from the list. The list is filtered by template category, so you only see fields that apply to that email.
You can also type merge fields directly, or use autocomplete in the subject line when you type [.
Use Preview to see sample data filled in before you save.
Merge field reference
Unless noted, fields can be used in the subject and body. Logo fields are body only.
Available on all templates
Merge field | Replaced with | Notes |
|---|---|---|
| Client or recipient name | |
| Your practice name | |
| Practice contact email | |
| Practice telephone | |
| Name of the staff member sending the request | |
| Email of the requestor | |
| The action link for this email (onboarding, proposal, form, and so on) | Required on most templates (see below) |
| Your practice logo image | Body only. Place the logo where you want it in the email. |
| Nothing (token is removed) | Body only. Add anywhere in the template to send with no logo. |
Client onboarding, proposals, eForms, ID verification, leads, and payment details
Merge field | Replaced with |
|---|---|
| Client first name |
| Salutation or first name |
Client onboarding, proposals, and engagements only
Merge field | Replaced with |
|---|---|
| Client mobile number |
| Client email address |
| Client telephone |
Client onboarding only
Merge field | Replaced with |
|---|---|
| Name of the designated approver |
| Email of the approver |
Proposals and engagements
Merge field | Replaced with |
|---|---|
| Proposal or engagement name |
| Proposal length or term |
Ethical clearance templates
Merge field | Replaced with |
|---|---|
| Previous accountant or firm name |
| Previous accountant email |
| Your partner contact name |
| Your partner contact email |
The Link field
Most templates must include a link so the recipient can open OnboardMe. Insert [Link] in the body (often on a button or hyperlink). If the link is missing, OnboardMe blocks save and shows an error.
A link is not required for these built-in outbound templates:
Lead Submission Confirmation
Signed Proposal
Onboarding Completed
When you add a styled button from the editor toolbar, it uses [Link] as the destination and your practice primary colour for the button background.
Logos in email templates
A notice at the top of the Email Templates page summarises logo behaviour. There are three cases:
1. Default (no logo merge field in the template)
If your template body does not contain [PracticeLogo], OnboardMe automatically adds your practice logo from Settings > Branding at the top of the sent email. Alignment follows your Email Logo setting on the Branding page (left, centre, or right).
2. Place the logo yourself
Insert [PracticeLogo] in the body where you want the logo to appear. OnboardMe uses your uploaded practice logo and does not add a second logo at the top.
3. Send with no logo
Add [HideLogo] anywhere in the template body. The email is sent without any logo. The token itself is removed from the final message.
[PracticeLogo] and [HideLogo] cannot be used in the email subject line.
For uploading a logo and setting default email alignment, see Customise your branding.
Override a built-in template
Open Templates > Email Templates.
Choose the Outbound Emails or Internal Emails tab.
Select the template from the Email Template list (use the category filter if the list is long).
Edit the subject and body, then click Save.
Your changes replace the default text for that template name. Click Restore Original to revert a customised built-in template to the platform default.
Add a custom outbound email template
Custom templates are only available on the Outbound Emails tab.
Click New Email Template.
Choose a Category (Lead, Client onboarding, Proposals, eForms, Ethical clearance, ID Verification, or General).
Enter a unique Template name and optional starting subject.
Click Create template. The new template opens in the editor with starter text that already includes
[ClientName],[PracticeName], and[Link].Customise the body, preview if needed, then click Save.
Custom templates appear in the Email Template list for that category. You can select them when sending from the matching workflow (for example when choosing an invite email on an eForm template or in a send step).
To remove a custom template you created, select it and click Delete template. Built-in templates cannot be deleted, only restored.
Preview, save, and restore
Preview - opens a sample of the email with merge fields filled using example data and your branding.
Save - stores your subject and body changes.
Restore Original - available when you have customised a built-in template; returns it to the default wording.
Delete template - available only for templates you added with New Email Template.
Related articles
Customise email templates - editor walkthrough with screenshots
Customise your branding - logo upload and email logo alignment
Still need help?
Contact us