Overview
Email Templates is the one place to manage every saved email a client uses. It has three tabs: Inbox templates, the reusable drafts your team inserts when composing or replying in the inbox and Responder Hub; Disposition email templates, the pre-written dialer follow-ups and meeting-booked emails reps send during live calls, plus this client's custom dispositions; and By campaign, a read-only browser of the email copy currently in use across this client's campaigns. Asked for Info can also carry reusable PDF, Word, Excel, CSV, or text documents that are included whenever that follow-up sends. Everything here is scoped to the client you pick in the top-right switcher, and the disposition defaults set here are inherited by every campaign under that client unless a campaign overrides them from its own Settings tab.
How to use this page
Select the client
Pick the client in the top-right switcher. Every template, custom disposition, and campaign copy entry on this page belongs to that client, so confirm you are on the right account before editing.
Switch between the three tabs
Use the three tabs at the top. Inbox templates are the reusable email drafts the team inserts when composing or replying. Disposition email templates are the pre-written follow-ups reps send straight from the dialer during a live call, plus the meeting-booked emails (hand-off and confirmation) that prefill when a meeting is set, plus this client's custom dispositions. By campaign is a read-only view of the email copy currently saved across this client's campaigns, organized by campaign and email sequence, so you can audit what is live without opening each campaign.
Create an inbox reply template
On the Inbox templates tab, click Add Template and give it a Name, optional Category, Subject Line, and Body. Save it to make it available wherever the platform offers a template picker (inbox compose and the Responder Hub). Use categories to keep the library easy to scan as it grows.
Send a test email from an inbox template
On the Inbox templates tab, each template row has a Test button (paper-plane icon) next to Edit and Delete. Click it to open the Send Test Email modal. Pick a sender account from the dropdown (the client's active email accounts), enter one or more recipient addresses (comma or space separated; your own email is pre-filled), and click Send test. The template's subject and body are sent from the chosen sender account with that sender's real signature appended. You see a success confirmation or an inline error list if any recipients failed. Use this to preview how a template looks in a real inbox before relying on it.
Set up call follow-ups and meeting-booked emails
On the Disposition email templates tab, two sections appear at the top: Call follow-up emails, including Did Not Answer, Asked for Info, Warm Lead, Not Yet Booked, and objection types, and Meeting-booked emails, hand-off and confirmation. Tick a row to enable it, then click Edit to write the Subject and Body. Set these once here and every campaign for this client uses them as defaults. The Did Not Answer row is the no-answer follow-up. When first enabled for a client without a saved row, it pre-fills the subject Tried reaching you, {FirstName}, a short phone follow-up body, and Send automatically. The hand-off goes to the meeting owner when a meeting is set; the confirmation goes to the prospect to confirm the meeting. The Meeting hand-off row pre-fills the SalesHive standard subject and body the first time you enable it, when the client has no saved hand-off. The Asked for Info row does the same and also defaults to Send automatically. Existing saved rows are never overwritten; switch any call follow-up to Manual or edit the copy if you prefer. A new draft stays disabled until you toggle it on and save, so nothing is sent or persisted until you choose to keep it. For Asked for Info, expand the row to attach reusable documents that are included whenever this follow-up sends.
Add a custom disposition for this client
Below the built-in sections, find Custom dispositions and click Add custom disposition. Give it a clear name (for example Call back next quarter); the name is required and is exactly what reps see in the dialer's disposition dropdown, under a Custom group, for this client only. Use this when a client wants a cold-call outcome that the standard list does not cover. A custom disposition is call-log only: it never changes the contact's status, it only records the call outcome.
Set whether a custom disposition logs as a call and counts as a connection
Each custom disposition has two checkboxes. Log this as a call counts the outcome toward the rep's dial total when they pick it (on by default). Count as a connection counts it as a live connection in dial metrics (off by default; turn it on only when picking it really means a person was reached). The row shows a Connection or Not a connection badge so you can see the choice at a glance. These flags feed the SDR dial and connection numbers.
Optionally add a follow-up email to a custom disposition
A custom disposition can carry its own follow-up email, just like the built-in ones. Type a Follow-up email subject (leave it blank for no email), then write the Body in the rich-text editor with merge tags from the Fields menu. Choose Send automatically (goes out when the rep confirms the call) or Rep sends manually (loads pre-filled for the rep to review and send). Leave the subject blank if the disposition is just an outcome with no email.
Format the email and insert merge tags
The body editor is full rich text: bold, italic, strikethrough, headings, bullet and numbered lists, links, images, embedded video, tables, quotes, and a horizontal rule. Click the Fields button in the toolbar to search and insert merge tags such as First name {FirstName}, Company {Company}, Title {Title}, Sender name {SenderName}, and Client / deal name {DealName}. Tags fill in with the prospect's real details when the email sends. The meeting-booked templates also offer Meeting owner name {OwnerName}.
Choose auto-send or rep-sends-manually (call follow-ups only)
For each Call follow-up email, including Did Not Answer, and any custom disposition with an email, set When the SDR picks this disposition. Send automatically means the email goes out the moment the rep confirms the call, with no extra click. Rep sends manually loads the template pre-filled in the dialer so the rep reviews and clicks Send. The Did Not Answer draft defaults to Send automatically when first enabled, and you can switch it to Manual. The enabled row shows an Auto-send or Manual badge. Meeting-booked emails, hand-off and confirmation, are always manually prefilled in the dialer and never auto-send; they do not show the auto-send toggle.
Save your changes
Click Save templates to persist everything on the Disposition email templates tab: which built-in rows are enabled, their subjects and bodies and send modes, Asked for Info reusable documents, and your custom dispositions and their flags. Every custom disposition needs a name before you can save. Removing a custom disposition (the trash icon) and saving archives it so it stops appearing in the dialer.
Attach reusable documents to Asked for Info emails
Expand the Asked for Info row and use Attach documents to add reusable PDF, Word, Excel, CSV, or text files. You can attach up to five documents, each up to 20 MB, with a 25 MB total limit. Remove a file from the row before saving if you no longer want it. These documents are included automatically whenever the Asked for Info follow-up sends, whether it is auto-sent on confirmation or sent manually from the dialer.
Browse campaign email copy (By campaign tab)
The By campaign tab is a read-only view of the email copy currently saved across this client's campaigns. Only active campaigns show by default; tick Include paused and completed campaigns to see those too. Each campaign appears as a collapsible card showing its status (Active, Paused, or Completed), name, and assigned SDR (or No SDR). Click a campaign to expand it and see its enabled email sequences (Auto-Cadence and Post-Call). Each sequence shows its step count, email type (basic, emod, or erep), and how many templates are saved. Click a sequence to expand it and see individual step templates: each shows the step number, subject line, A/B variant badge (A/B winner or Var A/B), and a Paused badge if that variant is paused. Click a step to expand and preview the full email body in a sandboxed iframe. Campaigns using full AI generation (erep) show a note that copy is generated per prospect with no fixed template to display.
What the buttons do
- Inbox templates / Disposition email templates / By campaign tabs
- Switch between the three views on this page. Inbox templates are reusable compose/reply drafts; Disposition email templates are dialer follow-ups matched to call dispositions, the meeting-booked emails (hand-off and confirmation), and this client's custom dispositions; By campaign is a read-only browser of the email copy currently saved across this client's campaigns.
- Add Template (Inbox)
- Creates a new inbox reply template. Give it a Name (required), optional Category, Subject Line, and Body (required); it becomes available in the inbox and Responder Hub template pickers.
- Edit / Delete (Inbox template)
- Edit opens an existing inbox template to change its name, category, subject, or body. Delete removes it.
- Test (Inbox template)
- Opens the Send Test Email modal for that template. Pick a sender account, enter recipients (your email is pre-filled), and Send test fires the template body with the sender's real signature. Shows inline success or per-recipient failure details.
- Disposition row checkbox
- Ticking a built-in call disposition or meeting-booked row on the Disposition email templates tab enables it and reveals the Edit controls. Untick to disable that template.
- Edit / Collapse (disposition row)
- Expands or collapses an enabled template so you can edit its subject, body, send mode (call follow-ups and custom only), and dropdown label.
- Add custom disposition
- Adds a new custom cold-call outcome for this client. It opens an editor where you name the disposition, set whether it logs as a call and counts as a connection, and optionally attach a follow-up email. The named disposition then appears in the dialer's disposition dropdown for this client only.
- Disposition name (custom)
- The name of a custom disposition. Required, and shown verbatim to reps in the dialer's Custom dropdown group. The system builds a stable internal key from it when you save.
- Log this as a call
- Custom disposition checkbox. When on (the default), picking this disposition in the dialer counts toward the rep's dial total.
- Count as a connection
- Custom disposition checkbox. When on, picking this disposition counts as a live connection in dial metrics. Off by default; the row badge shows Connection or Not a connection.
- Remove custom disposition (trash)
- Removes a custom disposition. A never-saved row disappears immediately; a saved one is archived on the next Save so it stops appearing in the dialer.
- Fields (rich-text toolbar)
- Opens a searchable merge-tag menu in the template body. Insert tags like {FirstName}, {Company}, {Title}, {SenderName}, {DealName} (and {OwnerName} on meeting-booked templates); they fill in automatically when the email sends.
- Send automatically / Rep sends manually
- The When the SDR picks this disposition toggle on a call follow-up or custom disposition email. Send automatically fires the follow-up on disposition confirm with no extra click; Rep sends manually loads it pre-filled in the dialer for the rep to review and send. Meeting-booked emails do not have this toggle, they are always manual.
- Auto-send / Manual badge
- On an enabled call follow-up row, shows whether that disposition's follow-up is set to send automatically or wait for the rep to click Send.
- Save templates
- Saves all changes on the Disposition email templates tab: which built-in rows are enabled, subjects, bodies, send modes, Asked for Info reusable documents, and your custom dispositions with their log-as-call and count-as-connection flags.
- Attach documents (Asked for Info)
- Uploads reusable PDF, Word, Excel, CSV, or text documents for the Asked for Info follow-up. Supports up to five files, 20 MB per file, and 25 MB total; they are included whenever the template sends.
- Include paused and completed campaigns (By campaign)
- Checkbox on the By campaign tab. When off (the default), only active campaigns are listed. Tick it to include paused and completed campaigns in the browse list.
- Campaign card expand/collapse (By campaign)
- Click a campaign card on the By campaign tab to expand or collapse it. Expanding shows the campaign's enabled email sequences (Auto-Cadence and Post-Call) with their step counts, email types, and saved template counts.
- Sequence expand/collapse (By campaign)
- Within an expanded campaign on the By campaign tab, click a sequence (Auto-Cadence or Post-Call) to expand or collapse it. Expanding shows individual step templates with step number, subject, A/B variant badge, and paused status.
- Step template expand/collapse (By campaign)
- Within an expanded sequence on the By campaign tab, click a step row to preview the full email body in a sandboxed iframe. Click again to collapse it.
- Did Not Answer row
- Enable the no-answer follow-up. A new row starts with a standard subject and body and defaults to Send automatically; edit it before saving if needed.