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 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 Registration Confirmation
Cademy Default Order 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. A template stores email content; it is not a form for collecting information from a customer.
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
Open the Cademy Admin dashboard as a System Admin or Course Owner. Check that you are in the intended provider account.
Open Settings, then Email Templates. The page heading is Templates.
Select New Template. The Create template editor opens.
Complete the fields below in their displayed order. Replace the example text in Email Body with your message.
Select Save. If you entered Send replies to, read the reply-routing warning and confirm only if that destination is intended.
Wait for Template created. Select Back, reopen the new custom template and check its saved fields. If saving reports an error, do not assume a template was created.
The saved template can be chosen where Cademy offers an email template selector. Saving it does not send an email or assign the template to a course.
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 personalised information.
Sender name
This stores a friendly sender name, not a sending email address. A new template starts with your provider account name. Check the sending-method differences under Choose the sender and where replies go before relying on a custom sender name.
Do not enter an email address in this field, and avoid commas or other unusual characters.
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 personalised values.
Attachments
Select Select attachments to open the Media library, select the required files, then select Confirm to return to the editor. Keep the combined attachment size below 9 MB. Save the template to retain the selection.
Copy or edit a template
Duplicate a template from the list
Use this route to copy a saved custom template before changing it. For a system template, the Save as... route below lets you review the exact content that will be copied.
Open Settings > Email Templates in the Admin dashboard.
Open the cog Actions menu beside the custom template and select Duplicate.
In Clone Template, enter the New Template Name.
Select Clone. This creates the copy immediately; it is not just a preview.
Wait for Template duplicated. Cademy opens the new custom copy. Check its name, subject, message and attachments before editing it.
Use Save as...
Use this route to save the content currently open in the editor as a separate template. It is the primary route here for customising a locked system template.
In the Admin dashboard, open Settings > Email Templates and select the system or custom template.
Review the subject and message, and make the changes needed for the copy.
Open the Save menu and select Save as....
In Save as new template, enter the New Template Name, then select Confirm.
If a reply-to warning appears, read it and confirm only if you want replies directed to the stated address.
Wait for Template created. Check the new template’s name and saved content. The original template is unchanged.
The template list also offers Duplicate for system templates. That route can produce different default content from the version open in the editor. Use Save as... when you want to copy the content you have just reviewed. Inspect the saved copy before assigning or sending it.
Edit an existing custom template
Open Settings > Email Templates in the Admin dashboard and select the custom template.
Update the fields you need. If only one use needs different wording, create a separate copy instead.
Open the Save menu and select Save. Read and confirm any reply-to warning only if the address is intended.
Wait for Template updated, then reopen the template and check the saved values.
A saved custom template can be shared by several courses or memberships. Later emails that load that saved template use its updated content. Already prepared or queued manual emails can use an earlier copy of the content. Emails already sent do not change. Create a separate copy when only one course needs different wording.
Choose the sender and where replies go
Sender name is not the email address
Sender name is a friendly display-name setting. It does not change the underlying sending email address.
For a manual email, selecting a saved custom template without changing its subject or body keeps its sender-name setting. If you edit either field in the manual email panel, Cademy uses the course provider’s name instead. When the custom name matters, edit and save a separate template first, then select that saved template without changing its subject or body.
Do not rely on a saved custom sender name for automatic course emails. Check the sender on an actual test of the automatic email you intend to use. The Settings preview shows the template’s saved value, not a delivery result.
Without a verified custom email domain, the sending process uses a Cademy system address and adds (via Cademy) to the sender name it uses.
An enabled verified custom email domain provides the account’s configured default sending address. It does not make the Settings preview a delivery check.
See Custom Verified Email Domains for domain setup.
Leave Send replies to blank for Cademy Inbox tracking
For automatic course emails that use a Cademy conversation reply address, leave Send replies to blank to keep that reply route. Entering an external address overrides the reply route for automatic emails using the template:
Replies go directly to that external address instead of through the Cademy conversation.
The course’s assigned owners do not determine where those replies arrive.
Those externally directed replies are not tracked in Cademy Inbox.
Cademy shows a warning when you save a template with a reply-to address. Read it before confirming.
Manual emails from Orders, Registrations and Contacts use their own tracked Cademy conversation reply address. The template’s Send replies to address does not replace that manual-send route. Do not use this field to redirect a manual email’s replies to an external mailbox.
Personalise 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 personalised values without sending
To see how a custom template reads with a real recipient’s details, preview it in a manual email from a test Order or Registration for the intended course and date, then close the preview and the email panel without selecting Send. For the steps, see Using Mail Merge Tags in Emails.
If the template needs Order information, a Course Owner must ask a System Admin to preview it from a suitable test Order. A Registration preview is not a substitute for checking purchase and payment details in an Order preview.
A preview uses the available record information. When it says it is showing a sample, it has not checked every selected recipient. An Order preview is not a separate preview for each additional registrant. For multi-course orders, use a matching Registration when you need to inspect a particular participant’s course details.
The Settings preview is static; the manual-email preview fills values from the selected record. Neither preview proves attachment delivery, reply routing or the final appearance in an email inbox. Sign-in links can be placeholders in previews; do not use them to test access.
If the required system template is not offered in the manual email selector, create and review a custom copy first.
For an actual delivery check, use a test record with your own email address and verify that no customer or additional registrant is selected. Check the final attachments and send only when you intend to deliver the test. A manual test does not establish when an automatic course email will be triggered.
Add or replace template attachments
Use this procedure to change the files saved with a custom template. Keep their combined size below 9 MB. For a manual send, check the attachments in the email panel after choosing the template.
In the Admin dashboard, open Settings > Email Templates and select 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.
Check the selected files, then select Confirm to return to the editor.
Open the Save menu and select Save. Confirm any reply-to warning only if its destination is intended.
Wait for Template updated. Reopen the template and its attachment chooser to check the saved selection.
Do not delete a Media file that a template still uses. Remove it from the template and save a replacement first. If Cademy reports a missing resource or the selected files are still wrong after reloading, contact Cademy Support with the template name, affected filename and error 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 Course > Settings > Emails. See Set Up Automatic Course Confirmation, Reminder and Follow-up Emails.
Assign a template to a membership
In the Admin dashboard, open Memberships and select Membership Plans.
Select the membership plan you want to edit.
Open Advanced Settings. Find Confirmation email template and choose the saved template.
Select Save Membership at the top of the editor.
Wait for Membership updated. Reopen the membership’s Advanced Settings and check the saved selection. If an error appears, do not assume the change was saved.
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 notification content is not selected from this Templates page.
Delete a custom template
Deleting a template has no undo option in the Templates page. Before deleting it, replace it on every course or membership that uses it and check that nobody has a pending manual send using it. Do not rely on an automatic fallback to the right content.
In the Admin dashboard, open Settings > Email Templates.
Open the cog Actions menu beside the custom template and select Delete....
Check the template name in the confirmation dialog, then select Delete only if it is the intended template.
Reload the Templates page and confirm the template is absent. Closing the dialog alone does not prove that deletion succeeded.
System templates cannot be deleted through this page.
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: Keep the combined size below 9 MB and check that every selected Media file still exists.
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.
Related guides
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... to create an editable custom copy. Check the copied subject, message and attachments before using it.
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 later emails that load the saved template, not messages already sent. A manual email that has already copied the content can still use that earlier copy.
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 personalised 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 course emails using a tracked conversation address, leave Send replies to blank to keep that route. An external address overrides it. Manual emails from Orders, Registrations and Contacts use their own tracked address regardless of this template field.
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 customise 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 their system content.
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.