Sprinklr supports HTML email templates for platform-generated emails. You can use the default Sprinklr email template or create customized templates for specific email event types and accounts.

Email template behavior is controlled through a combination of:

• Feature Settings (DPs)
• Account-level settings
• Platform Email Templates

Understanding how these settings interact helps ensure that the correct email template is sent from the intended accounts.

Prerequisites

Before you can customize platform email templates, ensure that the following feature setting is enabled:

Enable Email Templates for Specific Accounts

Use this option when you want email templates to be sent from only selected email accounts.

Steps

• Navigate to the desired email account.
• Open Advanced Settings.
• Turn on Send Emails Using HTML Email Templates.
• Configure or customize templates as needed in Platform Email Templates.

When this toggle is enabled:

• The account sends emails using an HTML template.
• If no custom template exists, Sprinklr sends the default platform template.
• If a custom template exists for the account and event type, the custom template is used.

Customize Email Templates

After enabling Customize Sprinklr Template Enabled, you can customize templates for different email event types.

Steps

• Navigate to Platform Email Templates.
• Locate the template for the desired event type.
• Clone the template.
• Associate the template with the required account.
• Modify the subject, body, or other supported fields.
• Save and publish the template.

You can create different templates for different email accounts and event types.

Default Template Behavior

Sprinklr provides a default email template out of the box.

The default template is used when:

• HTML email templates are enabled.
• No custom template is configured for the account and event type.

The default template can include information such as:

• Company name
• Email subject
• Email body
• Agent name

Enable Email Templates for All Accounts

For organizations with a large number of email accounts, Sprinklr provides a partner-level feature setting.

When this setting is enabled:

• All email accounts use email templates.
• The account-level Send Emails Using HTML Email Templates toggle is ignored.
• This setting overrides individual account-level selections.

Behavior Comparison

Important Behavior and Best Practices

• Use Templates for Selected Accounts Only

  If you want email templates to be used only for specific accounts:

• Enable Customize Sprinklr Template Enabled.
• Create and publish custom templates for the required accounts.
• Enable Send Emails Using HTML Email Templates only for those accounts.
• Do not enable Email Template Enabled Asset.

This approach ensures that templates are sent only from the intended accounts.

• Use Templates for All Accounts

  If you want templates enabled across all accounts:

  • Enable Customize Sprinklr Template Enabled.
  • Create and publish templates for all required event types and accounts.
  • Verify the template configuration.
  • Enable Email Template Enabled Asset.

This ensures consistent branding and content across all email accounts.

Recommended Implementation Order

To avoid sending unintended email content:

1. Enable Customize Sprinklr Template Enabled.
2. Create and validate all required custom templates.
3. Associate templates with the appropriate accounts and event types.

4. Only after configuration is complete:

   • Enable account-level toggles, or
   • Enable Email Template Enabled Asset for all accounts.

Common Pitfall

Scenario

A customer customized templates for only three email accounts and removed the agent name from those templates.

Later, the customer enabled Email Template Enabled Asset.

Result

• Customized templates continued to work for the three configured accounts.
• All other email accounts started using the default Sprinklr template.
• The default template included the agent name.
• Agent information was exposed in emails sent from accounts that did not have custom templates configured.

Resolution

Before enabling Email Template Enabled Asset:

• Create templates for all affected accounts.
• Validate template content across all event types.
• Confirm that default template behavior is acceptable for accounts that do not have customized templates.

Key Takeaways

• Customize Sprinklr Template Enabled controls template customization visibility in the UI.
• Send Emails Using HTML Email Templates enables templates for individual accounts.
• Email Template Enabled Asset enables templates for all accounts and overrides account-level settings.
• If no custom template exists, Sprinklr sends the default template.
• Always create and validate custom templates before enabling template functionality in production environments.