The messages that Bas sends to your customers use your company's branding. You can adjust the logo, colours and text so the messages match your own communication style.
The messaging editor
Messages use a visual drag-and-drop editor - the same editor used for document templates. If you already know how to set up a quote template, you can do the same for messages.
Tip: Want to learn more about the editor? Read the article Setting up a quote template. The way of working is identical - only the available variables differ.
Available blocks
You can use the following blocks to format your messages:
Columns - divide your message into multiple columns
Button - add buttons (e.g. "View quote")
Divider - dividing lines between sections
Heading - headings and titles
Paragraph - text blocks
Image - logos, badges, photos
Menu - navigation elements
HTML - for advanced customisations
Table - structured data
Step 1 - Opening messages
Go to Settings > Way of working > Customer messages. You'll see an overview of all 13 messages. Click a message to open it.
For each message, you'll see the available languages (Dutch and English by default). Click the pencil icon next to the language to open the editor.
Step 2 - Setting up your branding
Uploading your logo
Click the logo element at the top of the message
Upload your logo (PNG or SVG)
Adjust the size
Tip: For email templates, it's best to use a PNG with a white background rather than a transparent PNG. Some email clients (e.g. Outlook dark mode) turn transparent backgrounds a dark colour, which can make your logo illegible.
Setting up colours
Select an element (e.g. the background colour of the header or the buttons)
Open the colour picker
Enter your company colour as a hex code (e.g. #003366)
Apply
Adding review badges and stars
Want to display your Google rating, RVB quality mark or Topmovers logo in your messages? Add an image block at the bottom of the message with your badges.
You can also add a review image with stars to your messages. Think of an image showing your Google Reviews score and stars. This builds trust with the customer and encourages them to leave a review too.
Tip: Set up the branding on one message (e.g. the quote message), then copy that style to the other messages. This saves you doing the same work 12 times over.
Saving blocks as a reusable element
Have you created a block that you want to use in multiple messages (e.g. your footer with contact details or a review badge)? Save the block as a reusable element. You can then insert it into any other message without having to format it again. This makes editing your messages a lot more efficient.
Step 3 - Adding variables
Variables are automatically filled in with data from the case file. You add them via the Variables dropdown menu in the editor - you don't need to write any code.
How do you add a variable?
Click in a text block where you want to insert a variable
Click the Variables button in the toolbar
Select a category (Appointment, Identity, Customer, Employee, Address)
Click the variable you want to insert
The variable is automatically added in the format ##{{variabelenaam}}. When sent, it's replaced with the actual value.
Available variables
The variables are grouped into categories:
Appointment
Date - Date of the appointment/move
End time - Estimated end time
Start time - Start time of the appointment
Identity (company details)
Details of your company, such as company name, logo, contact details, etc.
Customer
Salutation - The salutation (Dear Sir/Madam)
Last name - Customer's last name
Company name - Name of the company (business customers)
VAT number - Customer's VAT number
Email - Email address
Billing contact - Name of the billing contact
Invoice address - Billing address
Main contact - Name of the main contact
Customer number - Unique customer number
And more...
Employee
Last name - Last name of the assigned employee
Email - Employee's email address
Mobile number - Mobile phone number
Phone number - Landline phone number
First name - Employee's first name
Address
House number - House number of the address
Country - Country
Postcode - Postcode
City - Town/city name
Street name - Street name
Example
You want a personalised greeting with the customer's first name:
Click in the text block
Type "Dear "
Click Variables > Customer > First name
The result: "Dear ##{{klant.voornaam}}"
When sent, this automatically becomes: "Dear Jan"
Smart text
In addition to variables, the editor also has a Smart text function. This can help you phrase professional messages. Click the Smart text button in the toolbar to use it.
Advanced: If-statements (conditional text)
Want to show text based on certain conditions? You can use if-statements with Twig/Jinja2 syntax.
Example
{% if employee.firstName == 'Casper' and employee.lastName == 'Janssen' %}As discussed, please find below a short confirmation of the appointment we just made:{% else %}We hereby confirm the appointment:{% endif %}Note: If-statements are for advanced users. For most messages, you'll only need variables.
Step 4 - Multilingual messages
By default, all 13 messages are available in Dutch and English. The system automatically sends the correct language version based on the language setting of the case file.
Translating messages
Open a message
Click the pencil icon next to the English version
Adjust the text (the structure and variables stay the same)
Save
Most messages already have a default English translation. Check that the translation suits your company and adjust it where necessary.
Attachments to messages
You can add attachments to a message. Think of packing instructions, terms and conditions, or a brochure. The attachment is automatically sent with every message of that type.
Example
You add a PDF with packing instructions to the "Move approaching" message. Every customer who receives this message automatically gets the packing instructions as an attachment. You don't need to set this up per case file.
Tip: Keep attachments compact (a few MB at most). Large attachments increase the chance that your email ends up in the spam filter.
Setting up BCC
You can set up a BCC address so a copy of every email sent goes to an internal address.
What is BCC useful for?
Your own admin - you receive a copy of every message sent to customers
Your accountant - automatically receives a copy of invoices sent
Accounting integration - some accounting packages (such as AFAS) process invoices via BCC
How do you set up BCC?
Go to Settings > Messages > BCC and enter the email address.
Tip: Set BCC to a general company address (e.g. [email protected]) so multiple colleagues can view the copy.
Tips
Set up the branding on one message and copy it to the rest. You only need to set up the logo, colours and badges once.
Save frequently used blocks as a reusable element. This saves formatting work on every message.
Go through each message once. Read the text, check the variables, and adjust where necessary. This takes half an hour but prevents incorrect messages.
Use BCC to your own email. This way you receive a copy of every message and can check that everything looks right.
Test the quote acceptance link. Send a test quote to your own email address, click the link, and go through the acceptance process. Does the link work? Is the text correct? Does the digital signature work?
Use a PNG with a white background for your logo. This prevents problems in dark mode in email clients.
Use variables via the dropdown menu. You don't need to write any code - just click Variables and select what you need.
Please note
The system really sends emails. Use fictitious email addresses when testing (e.g. [email protected]).
Check the English version. The default English translations are generic. If you have international customers, check that the text matches your communication style.
Forgetting BCC with an accounting integration. If your accounting package processes invoices via BCC (as with some AFAS configurations), you need to set up BCC before you send your first invoice.
If-statements are optional. For most messages, you'll only need variables. If-statements are only for advanced users who want to show conditional text.
Next step: Managing messages