This guide is for course providers using the Cademy Admin dashboard. Email templates save reusable subjects, message content, sender settings and attachments so you do not need to rebuild the same email each time.
A template is reusable email content. Creating a template does not send it and does not automatically assign it to a course.
A manual email is a one-off sending action. It can go to one or many selected Orders, Registrations or Contacts. If you choose a template and then edit the message, those changes apply only to that sending action. They do not update the saved template.
What each user role can do
System Admin: Can create, edit, duplicate, preview and delete custom email templates.
Course Owner: Can create, edit, duplicate, preview and delete custom email templates.
Facilitator: Cannot open Settings > Email Templates or change saved templates. They can choose an existing template when an available manual email action allows them to send to records they manage.
Custom templates belong to one course provider account. If you manage several accounts, switch to the correct account before creating or editing a template.
Understand system and custom templates
Go to https://admin.cademy.io, select Settings, then select Email Templates. The Templates page contains four system templates followed by your custom templates:
Cademy Default Booking Confirmation
Cademy Default On-demand Confirmation
Default Reminder Email
Default Follow-up Email
A lock marks a system template. You can open it, preview it, duplicate it or use Save as... to create a custom copy. You cannot overwrite or delete the system version.
A custom template belongs to your current provider account. You can edit, preview, duplicate or delete it.
Use clear template names. The main Templates page does not have a search box. When choosing a template while sending or configuring a course, you can use Search templates....
Create a custom template
Go to https://admin.cademy.io and log in as a System Admin or Course Owner.
Select Settings.
Select Email Templates.
Select New Template.
Complete the template fields described below.
Select Save.
Wait for Template created. The saved custom template can now be selected where Cademy offers an email template choice.
Template name
This is required. It is the internal name used to identify the template in Cademy. Customers do not see it.
Subject
This is required. It is the subject the recipient sees. Supported mail merge tags can be typed into the subject when you need personalized information.
Sender name
This is the friendly display name shown in the recipient's From area. It is not the sending email address. A new template starts with your provider account name.
Do not enter an email address in this field, and avoid commas or other unusual characters. See Choose the sender and where replies go below for the full behaviour.
Send replies to
This optional email address controls where replies to automatic emails using the template are directed. Leave it blank when replies should use Cademy's tracked conversation address and appear in Cademy Inbox.
Email Body
This is required. Add and format the message. Use Mail Merge in the editor to insert supported personalized values.
Attachments
Select Select attachments to choose files from your Media library. The combined attachment size must be less than 9 MB.
Copy or edit a template
Duplicate a template from the list
On the Templates page, open the cog Actions menu beside a system or custom template.
Select Duplicate.
Enter the New Template Name.
Select Clone.
Wait for Template duplicated. Cademy opens the new custom copy so you can edit it.
Use Save as...
Open a system or custom template.
Make the changes needed for the new copy.
Open the arrow beside Save.
Select Save as....
Enter the New Template Name and save the new template.
Use Duplicate or Save as... when you want to keep the original. This is the only way to save changes made while viewing a locked system template.
Edit an existing custom template
Select the custom template row, or open its cog Actions menu and select Edit....
Update the fields you need.
Open the Save menu and select Save.
Wait for Template updated.
Editing a shared custom template changes every future use of it. If several courses or memberships use the same template, future emails from all of them use the saved changes. Emails already sent do not change. Create a copy first when only one course needs different wording.
Choose the sender and where replies go
Sender name is not the email address
Sender name controls the friendly name recipients see. It does not change the underlying sending address.
Without a verified custom email domain, Cademy sends from a Cademy system address and shows the friendly name with (via Cademy).
When your account has an enabled verified custom email domain, Cademy uses its configured default sender address.
See Custom Verified Email Domains if you need to change the sending domain or address.
Leave Send replies to blank for Cademy Inbox tracking
For an automatic email, leaving Send replies to blank lets Cademy use a generated conversation address. Replies can then be tracked in Cademy Inbox and connected to the relevant record.
If you enter an external address and save the template, Cademy shows a warning. For automatic emails using that template:
Replies go directly to that external address.
Course owners set on the course are ignored for the reply route.
Those replies are not tracked and do not appear in Cademy Inbox.
Manual emails work differently. When you manually email from Orders, Registrations or Contacts, Cademy creates a tracked conversation reply address for that send. The template's Send replies to setting is therefore most important for automatic emails.
Personalize a template with Mail Merge
Mail merge tags are placeholders that Cademy replaces with information from the recipient, course, date, order or registration when the email is prepared.
Open the template editor.
Place the cursor in Email Body.
Select Mail Merge in the editor toolbar.
Select the value you want to insert.
Save the template.
A tag can only use information available from the record that the email is connected to. For example, a Contact-only email does not automatically have a course date or order to use. When a value is unavailable, that part can be blank.
For the supported tags, course and occurrence custom fields, and troubleshooting missing values, see Using Mail Merge Tags in Emails.
Do not type a display label such as Course location into the message and expect it to update. Insert the correct Mail Merge tag. If a venue is blank, check that the template uses the course location tag rather than a participant address tag.
Preview and test a template
Preview the saved layout
On the Templates page, open the cog Actions menu beside the template.
Select Preview....
Check the saved subject, sender name, reply-to address and message layout.
Select Close, or select Edit to change the template.
This is a static template preview. It does not use a real customer, order, registration or course date, so Mail Merge tags can remain visible. It also does not show the template's attachments.
Preview personalized values without sending
For a custom template that uses course, order or registration information:
Open a suitable test Order or Registration for the correct course and date.
Select it, then select Email.
Choose the custom template.
Select Preview.
Check the subject and message for that recipient.
Close the preview without selecting Send.
The system Default Reminder Email and Default Follow-up Email are not available in the manual email template selector. Duplicate the system template first if you need to test a personalized custom copy this way.
To verify attachments and the final inbox appearance, send a test. Use a test Contact, Order or Registration with your own email address, choose the custom template, preview it, then send it to yourself.
Add or replace template attachments
Files selected under Attachments are included whenever that saved template is used. The combined size must be less than 9 MB.
Open the custom template.
Under Attachments, select Select attachments.
Clear any old file that should no longer be selected.
Select the replacement or additional file from the Media library.
Confirm that the selected count and filenames are correct.
Select Save.
Do not delete a Media file that a template still uses. Remove it from the template and save the replacement first. If Cademy reports a missing resource, shows the wrong selected count or still refers to a removed attachment after you refresh, contact Cademy Support before using the template.
Choose where to use the template
Saving a template makes it available in supported template selectors. It does not decide when or to whom the email is sent.
Manual emails: Select a template while emailing Orders, Registrations or Contacts. See Send Emails to Orders, Registrations and Contacts.
Course confirmations, reminders and follow-ups: Assign templates under the course's Edit > Settings > Emails. See Set Up Automatic Course Confirmation, Reminder and Follow-up Emails.
Membership confirmation: Edit the membership, open Advanced Settings and choose its confirmation email template.
Not every email sent by Cademy can use a custom template. If a page does not offer a template selector, that notification uses its own system content. For example, automatic waitlist notifications cannot currently be replaced with a custom template.
Delete a custom template
Before deleting it, replace the template on every course or membership that uses it.
On the Templates page, open the cog Actions menu beside the custom template.
Select Delete....
Confirm by selecting Delete.
You can also open the custom template, open the three-dot menu and select Delete template. Deletion cannot be undone. System templates cannot be deleted.
If a template is missing or will not save
Check the provider account: Custom templates are account-specific. Switch to the correct account, then reload the page.
Check your role: Only System Admins and Course Owners can manage saved templates.
Check required fields: Template name, Subject and Email Body must contain text.
Check attachments: Their combined size must be less than 9 MB, and every selected Media file must still exist.
Check Mail Merge syntax: If the template stops saving after a tag was added manually, remove it and insert it again using Mail Merge.
Search in the selector: When choosing a template for a send or course, use Search templates.... The main Templates page itself does not have search.
Frequently asked questions
Why can I not edit or delete a default template?
The four locked templates are maintained by Cademy. Open the template and use Save as..., or use Duplicate from its Actions menu, to create an editable custom copy.
Can I use one custom template for several courses?
Yes. Use Mail Merge tags for changing names, dates, locations and joining details. Assign the same template wherever the wording should be shared.
Will editing a template change emails that were already sent?
No. It changes future uses of the saved template. It does not change an email already sent.
If I edit a template inside a manual email, does that update the saved version?
No. Changes in the manual email composer apply only to that send. Edit the saved version under Settings > Email Templates.
Why does the template preview show tags instead of customer or course details?
The Settings preview has no real record to use. Preview a custom template from a suitable test Order or Registration to see personalized values without sending.
Why does the sender show (via Cademy)?
The sender name is a display name, not an email address. Without an enabled verified custom email domain, Cademy sends from its system address and adds (via Cademy).
Where do replies go?
For automatic emails, leave Send replies to blank to use Cademy's tracked reply address. Setting an external address sends replies there and keeps them out of Cademy Inbox. Manual emails create their own tracked conversation reply address.
Why can I not find a template created in another account?
Custom templates belong to the provider account where they were created. Switch to that account and reload the page.
Can I customize every email Cademy sends?
No. A custom template can be used only where Cademy shows a template selector. Other notifications, including automatic waitlist emails, use system content.
Is an email template the same as a booking or registration form?
No. A form collects information. An email template stores reusable email content. Create and manage forms in their own course or Settings area.
Why is a course value blank when I email from Contacts?
A Contact-only email has no specific course, date, order or registration to use. Send from the relevant Order or Registration when the template needs those details.