How can I request changes to my email templtes?

Introduction

This guide explains how to request changes to the emails Pathway sends, such as wording, subject lines, or layout.

Email template changes can’t be made from your own settings. They’re handled by our team through a change request.

Before you start

Have the following ready:

• The email you want changed — forward us a copy, or tell us its name
• The project or projects the change applies to
• The exact wording you want, before and after
• For HTML emails, the edited files, so we can upload them directly

How to raise the request

1. Submit a request and choose Change request as the request type.
2. Give the subject line a short, specific summary, for example “Change the installer arrival wording on the EV booking confirmation”.
3. In the description, name the email and the project it belongs to.
4. Set out the change. Where you can, give the current text and the replacement text side by side rather than describing the change.
5. Attach your edited HTML files if the email uses them.

Tips

• The more precisely you specify the wording, the less back-and-forth before the change goes live.
• Tell us if the change needs to apply to more than one project, and name each one.
• If several emails need the same change, list them all in one request rather than raising one each.