topic Re: Possible to link a template to a client or property value? in Tickets & Conversations

Possible to link a template to a client or property value?

KNguyen0 — Wed, 10 Apr 2024 10:46:32 GMT

Hi All,

We use templates to initialise conversations with our clients. Some clients require different information so we created multiple templates to accommodate this.

Is there a way to link this template to certain NSIDs or clients?

Just need it to be automated ideally rather than a manual thing where it relies on an individual remembering.

Thanks

Re: Possible to link a template to a client or property value?

BérangèreL — Thu, 11 Apr 2024 07:10:48 GMT

Hi @KNguyen0, I hope that you are well!

Which type of template are you using, please? Is that sales email template?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

For information, with playbooks and with an Enterprise subscription, you can update a property.

I'd like to invite a couple of subject matter experts to this conversation: Hi @Ben_M, @Shadab_Khan and @beeginman do you have suggestions to help @KNguyen0, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thanks a lot and have a beautiful day!

Best,
Bérangère

Re: Possible to link a template to a client or property value?

KNguyen0 — Thu, 11 Apr 2024 07:48:32 GMT

Hi @BérangèreL,

Yes, we utilize a sales email template. Initially, we had one template for all clients. However, with new clients requiring different information, we've created multiple sales email templates.

Is there a method to use a single template but have it send varying information based on customers or a value property? Alternatively, we're open to locking templates to only be sent to specific customers. We're flexible regarding implementation, whether through coding or an automated system for sending out initial templates.

Re: Possible to link a template to a client or property value?

RSchweighart — Mon, 15 Apr 2024 19:16:35 GMT

Hi @KNguyen0,

Have you tried using personalization tokens? Here's a help article explaining how to use them: https://knowledge.hubspot.com/conversations/how-do-i-add-personalization-tokens-to-a-template-or-snippet

In theory, you could create one template with personalization tokens that would get populated with the corresponding information when sending the email.

Let me/the community know if this is not your desired solution.

Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier.

Re: Possible to link a template to a client or property value?

KNguyen0 — Sun, 21 Apr 2024 05:14:20 GMT

Currently, I have 2 templates with different personalization tokens from tickets. I want to know if it is possible to have 1 template but it sends different personalization tokens depending on the customer being sent to. Can you set contact filters on this?

Re: Possible to link a template to a client or property value?

RSchweighart — Sun, 21 Apr 2024 20:30:06 GMT

Hi @KNguyen0, would you mind giving an example of the scenarios you want to happen to ensure I'm on the same page?

Re: Possible to link a template to a client or property value?

KNguyen0 — Fri, 26 Apr 2024 08:52:09 GMT

We have the following clients: A, B, C, and D.

When we observe a circuit go down, we proactively alert our clients using the sales template. We have a template that displays our custom properties, including the circuit ID and circuit location. However, client D wants the circuit code to be shown as well. Therefore, we created 2 sales templates to accommodate client D. I'm asking if there's a way to automate this? Linking templates to clients or custom property values, or do you have other third-party suggestions?

Re: Possible to link a template to a client or property value?

RSchweighart — Fri, 26 Apr 2024 18:35:03 GMT

Hi @KNguyen0, thank you for sharing these details. They are helpful.

The thing that comes to my mind is setting up a workflow in HubSpot. Go to Automations > Workflow and create a new workflow from scratch and select contact or company based. I assume company if that's the object that contains your clients.

First, you'd need a trigger -- maybe a property that says "Send Alert" that's a yes/no single checkbox property. You'd need to create this. You'll want to turn on re-enrollment.

Then, you'd split the workflow on based on the clients.

Down one path you'd send the first template. Down the second path, you'd send the second template.

Then, you'd want to turn the Send Alert property back to "No".

The workflow might look something like this:

Please let me know if you'd like to see more details regarding the workflow.

Once your workflow is published, you can navigate to your company page, and select the companies you want to alert. Then, click edit and toggle the "Send Alert" to Yes.

You may want to consider using lists in HubSpot if the clients you send alerts to changes regularly.

Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier.

Re: Possible to link a template to a client or property value?

KNguyen0 — Mon, 29 Apr 2024 04:35:13 GMT

Is this possible to do on tickets?

Re: Possible to link a template to a client or property value?

RSchweighart — Mon, 29 Apr 2024 13:31:43 GMT

Yes Ky, it should be possible. You can create custom properties for tickets. So, the 'Send Alert' property I suggested could be created at a ticket level. Then, you could use that to trigger your sends. Instead of a Company-based workflow, you would select Ticket-based workflow when creating the workflow.

Please provide any specific details/questions you may have about your ticketing process in order for me to provide a more specific answer.

Re: Possible to link a template to a client or property value?

KNguyen0 — Mon, 29 Apr 2024 21:45:13 GMT

Hi @RSchweighart, I've set up a ticket workflow to enroll based on a custom property called "Service ID (NSID)". I've also created a branching condition based on another custom property called "Client". However, I'm having difficulty filling in the email sending part.

Regarding association labels, I couldn't locate the list I initially created, so I generated a new label. How can I assign the label I created since it's not appearing?

Regarding automated emails:

To access and edit the automated email, how would I do that? Is it different from the sales template?

Re: Possible to link a template to a client or property value?

RSchweighart — Tue, 30 Apr 2024 18:29:37 GMT

Hi Ky,

Did you create a contact to ticket association?

Verify the association was made between those two objects and you should see the label available.

The emails it is looking for are located here:

You can also create a new email from the dropdown in the workflow, even though I know you have them set up already:

Thanks for reaching out and your patience as we get this implemented.