Templates & Communications

Overview

To customise your agency's emails, open Emails → Templates from the left menu. On the Customise Automated Emails tab, pick an email and turn on Override default email subject? or Override default email body? to change what Keyhook sends; on Your Custom Templates, click Create New Template to build a reusable email. Set the message tenants see after signing under Agency → Edit Agency → Tenant Experience.

Open the Templates page
1
Open Templates
From the left sidebar, open Emails and click Templates. This opens the Custom Templates page.
2
Choose what you're editing
The page has two tabs: Customise Automated Emails (change the emails Keyhook sends on its own) and Your Custom Templates (emails you write yourself and reuse). Pick the tab for the task below.

Note: Only Principal users can edit templates and agency settings. On the Customise Automated Emails tab other team members can still open the screen and see a preview; the Your Custom Templates tab, however, is Principal-only — non-Principal users see a blank area there, not a preview.

Customise an automated email
1
Pick the email
On the Customise Automated Emails tab, find the email in the sidebar — use the Type a template name... search box or browse the grouped list (Accounts, Payments, Inspections, Tenancies and more) — and click it.
2
Override the subject
Turn on Override default email subject?, then type your wording in the Subject field that appears.
3
Override the body
Turn on Override default email body?, then write your version in the Email body editor. Press / for formatting and @ to insert a merge field.
4
Check the preview
Scroll down to Preview to see the subject and body exactly as the tenant, owner or supplier will receive them.
5
Save
Click Save.

Note: Turning both overrides off and clicking Save removes your custom version, so the email reverts to Keyhook's built-in default.

Create a reusable custom template
1
Start a new template
On the Your Custom Templates tab, click Create New Template.
2
Name it and choose who it's for
Enter a Template Name and pick Send To — Tenants, Property Owners or Suppliers. Send To sets which merge fields are available, and both are required.
3
Write the subject and body
Enter a Subject, then write the Email body — press / for formatting and @ for merge fields. Both are required.
4
Save
Click Save. The template is now available to pick when you send an email.

Note: Each template needs a unique name — Keyhook won't save a second template using a name you've already used.

Set the message tenants see after they sign
1
Open Edit Agency
From the left sidebar, click Agency, then click Edit Agency.
2
Find Tenant Experience
Scroll to the Tenant Experience card (the second card on the page).
3
Write the message
In Agreement signed message, enter what tenants see on the congratulations page after they finish signing their tenancy agreement and bond paperwork — for example what happens next.
4
Save
Click Save.

Note: The agreement signed message is required — the Tenant Experience card won't save while it's blank.

Frequently asked questions

What's the difference between the two tabs?

Customise Automated Emails changes the emails Keyhook already sends on its own — you override the default subject and/or body. Your Custom Templates are emails you write from scratch and reuse when you send an email yourself.

How do I go back to Keyhook's default email?

Open the automated email, turn off both Override default email subject? and Override default email body?, then click Save. Your custom version is removed and the default is used again.

How do I add merge fields like the tenant's name?

In any email body, press @ to bring up the merge menu and pick a field. The fields on offer depend on who the email is for — for a custom template that's set by Send To (tenants, property owners or suppliers).

How do I delete a custom template?

On the Your Custom Templates tab, select the template in the sidebar, then click Delete Template. It's removed straight away.

Where does the tenant experience message appear?

On the congratulations page a tenant reaches right after they finish signing their tenancy agreement and bond paperwork.

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