Customize customer email text

Historical retrospective - August 2026
This article was written afterwards and describes the text editor added during the period.

Under Settings → Customer emails, you can edit the words your end customers see. This is separate from enabling or disabling an email type: first choose which messages are sent, then customize their wording.

Choose an email type, switch to Danish or English, and edit the subject, greeting, introduction, or closing where the field is editable. Use insertion fields from the picker instead of guessing their names. Fields are filled when the message is sent to a specific customer.

Preview and save

Open the preview while editing and check that the text reads naturally with example values. Repeat the check for both languages if the team sends both versions. Save only after checking links, spacing, and the placement of insertion fields.

System-controlled buttons, factual amounts, attachments, and required portal messages are not changed by free text. Some email types are mandatory and cannot be disabled. Resetting restores the team’s default for the selected language.

See the customer communications guide (Markdown file, AI agent-friendly) for fields, recipients, and branding.

A practical example

Choose New invoice, choose English, and write a short introduction. Insert the customer-name field offered by the picker and open the preview. If the name appears correctly, switch to Danish and write the corresponding version there. Save only after checking that the button, invoice amount, and attachment remain system-controlled sections.

Frequently asked questions

Do I need to edit both languages? Only if the team sends both. Editing Danish does not translate the English text automatically.

Can I customize a portal login email? Some required emails have locked sections or cannot be disabled. Follow what the editor makes available.

Why is a field empty? The preview uses example data, and the field receives a customer’s value only when the email is sent.