---
title: "Email templates — Available templates and installing optional ones"
url: "https://support.acendy.com/en/article/available-email-templates"
language: "en"
last_updated: "2026-05-27T07:14:12.512Z"
---

# Email templates — Available templates and installing optional ones

The email templates list at Admin → Email templates shows every automated email your store sends. Most templates are always present. A handful are optional add-ons you install when you need them. This article covers what's available, which ones require installation, and how to install them.

## Templates you always have

These templates are built into every store. You can edit and publish them at any time — they're already there when you open the email templates list.

### Order-related

| Template | When it's sent |
| --- | --- |
| **Order Confirmation** | Immediately after a customer places an order. Includes the order summary, totals, and delivery details. |
| **Order Updated** | When an order is updated after being placed — for example when a shipping number is registered, the status changes, or details are amended. |
| **Order Files** | When an order contains digital files for download. |
| **POS Receipt** | Sent as a receipt when an order is completed through your point of sale. |

### User-related

| Template | When it's sent |
| --- | --- |
| **New Customer** | When a customer registers an account in your storefront. |
| **Forgotten Password** | When a customer requests a password reset. |
| **Login Link** | When a customer requests a passwordless login link. |
| **Invitation to Register Account** | An invitation to create an account, typically sent manually or as part of a campaign. |

### Other

| Template | When it's sent |
| --- | --- |
| **Gift Card** | To the recipient of a digital gift card. |
| **Product back in stock reminder** | To customers who subscribed to back-in-stock notifications for a specific product. |
| **Bonus Points Converted** | When a customer's bonus points are converted to store credit. |

* * *

## Optional templates

These templates aren't installed by default. You add them from the **Add Template** button at the top right of the email templates list. Once installed, each one works like any other template — you edit it in the email builder and publish it before customers receive it.

Every optional template has an **active toggle** on its card in the list. The toggle defaults to off when you first install it, so you can edit and publish the template before it starts going out to customers.

| Template | What it replaces | When it's sent |
| --- | --- | --- |
| **Order Completed** | The standard "Order Updated" email for completions | When an order is marked as completed — a cleaner, more specific message than the generic order-update email. |
| **Pickup Order Confirmation** | The standard Order Confirmation for pickup orders | When a customer places an order with in-store pickup as the shipping method. |
| **Pickup Order Completed** | The standard Order Completed email for pickup orders | When an in-store pickup order is marked as completed. Useful for telling the customer their order is ready to collect. |
| **Partial Delivery** | — (no default equivalent) | When an order is split across multiple deliveries. The toggle controls the default state of the "Send order split summary" checkbox on the order status-update form. |

The pickup templates only fire when the order's shipping method is a pickup type. If the toggle is off, or if the template hasn't been published yet, the store falls back to the standard template for that trigger.

* * *

## How to install an optional template

1.  Go to **Admin → Email templates**.
2.  Click **Add Template** in the top right.
3.  The modal lists any optional templates not yet installed. Click **Install** next to the one you want.
4.  The template appears in the list immediately — no page reload needed.
5.  Click **Edit** on the new template to open it in the email builder. Review and customise the default content.
6.  Click **Save & Publish** when you're happy with it.
7.  Go back to the template list and toggle the template **on** using its active toggle.

If all optional templates are already installed, the modal shows a message saying so.

**Why publish before activating?** The active toggle controls whether outgoing emails use this template. If you activate before publishing, the editor's draft content won't be what customers receive — the system uses the last published version. The toggle is disabled until you publish at least once to prevent this.

* * *

## First-time setup: enabling the email builder

If you open a template in the email builder and see a prompt asking you to install the **Responsive email templates** module, your store hasn't been set up for the new builder yet.

This setup is a one-time step. It adds the infrastructure the builder needs:

-   A backup column for your existing email template contents (so you can revert to them later if needed).
-   The configuration settings that tell the email send pipeline how to process the builder's responsive product tables and per-language templates.

Your existing template contents are not changed — they're preserved and a backup copy is saved so the editor's "Revert to legacy template" option works.

Click **Install** in the prompt to complete setup. The editor loads normally after that.

If you click **Cancel**, you're taken back to the templates list. You can re-enter any template to try the setup again.