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How to create and configure Emails?


This section will help you understand how to create an email template that can later be used during the customer journey or by sending out email notifications. Here, you will also learn how to enable email notifications in CustomerSuccessBox.

Who is this for?

This article is primarily for people responsible for setting up CustomerSuccessBox (and specifically in charge of handling relationships with customers).

What will I be able to achieve?

  1. Creating a new Email template

  2. Using Email templates in sending 1:1 email as well as automated emails via Journey

1. How to create and configure in CustomerSuccessBox?

Emails are an essential medium to establish relationships with your customers. It can also help to boost retention and reduce churn. In addition, It informs customers about any upcoming feature or plan change. 

So, ideally, it is unfair to send a generic email to all your customers. It is where email templates created in CustomerSuccessBox will help you giving it a personal touch. Also, this will help you in sending automated emails during your customer journey.

Step 1: Creating an email template

This page will help you create an email template based on your requirement. Say, for example, you want to create an email template to Welcome all your new Users. You can achieve this here.

For this, follow the below steps,

  • Click on the Automation drop-down present on the top bar of the CustomerSuccessBox dashboard. Then click on the Email templates option.


  • Here, you can view all the existing email templates that you can use. Also, you can create a new template here.

  • Click on Add New Template.

  • You will have to provide the below information,

    • Name: Here you will provide a name to the email template. It should briefly provide the purpose of the email.

    • Subject: Here, you will provide the subject of the email that needs to be sent. 

    • Email body: Here you will provide the body of the email that is sent across to your customers.

Here, you can use placeholders in the Subject and Email body to include dynamic values from CustomerSuccessBox according to the receiver. With this, you will be able to send out more customised and personalised emails to your users. You have the option to include either,

  • Account Fields like Account name, Plan Name, etc. for a particular account

  • User Fields like Personal Id, Integration ticket Id, First Name, Last name, etc for a particular user.

  • CSM fields like First Name, Last Name, Phone No, etc of the CustomerSuccessManager handling the account.

  • You can also add a hyperlink,

    • By selecting the text where the link needs to be added. 

    • Click on the hyperlink icon.

  • You can also attach a file,

    • By clicking on the attachment icon.

    • Select the desired file to attach.

  • In order to send out personalised emails to your customers, you can add emojis, GIF’s or images. You may add emojis to just connect better with your customers. Also, you may add images or GIF’s to explain a feature of your product.

    • Click on emojis to add an emoji and choose the desired emoji.

  • Click on the Images icon to add any image to the email from your system.

  • Click on the Preview button to preview the email before saving.

  • Click on the Save button to save the template.

  • You can send a test email to your email address. You can also send the test email to any other email address. Also, the test email that will be sent will contain sample data in the position of placeholders that are added in the email template.

For this,

  • Click on the Send Test email button.

  • Select your email address or add another email address to whom this test email needs to be sent.

  • Click on the Send button to successfully send out the test email.

Step 2: Editing, Cloning or Deleting an email template

When you hover over an existing email template on this page, you will see editing, cloning or deleting icons. Follow the below instructions,

  • Click on the icon to edit an existing template.

  • Click on the icon to clone an existing template. It will create a new template with the name as Clone + Existing template name. After this, you can edit the template as per your requirement. You can even change the name of the cloned template.

  • Click on the icon to delete an existing template. You will get a confirmation message before deleting it. Click on the Delete button to confirm the deletion.

Step 3: Searching from an existing email template

You can search for an existing email template using the Search bar present at the top of the page. You can easily search using the name of the template.

Step 4: Sending an email to individual customers

In CustomerSuccessBox you have an option to send an email to individual customers. For this, you must be on the Accounts 360 page of the desired customer. Then follow the below steps,

  • Click on the Customers drop-down present on the top bar of the CustomerSuccessBox.Then click on the Accounts option.

  • You can view all the accounts assigned to you. 

  • Click on the account that you need to work on today. It will open the Account 360 page for that account.

  • Now, go to the Actionability box. 

  • Click on the Email tab.

  • Select the receiver email address in the To field. You can also add your team members to CC or BCC field. Ask your administrator to add the email address to the Account or User profile if not added.

  • Once done you can select from the Email templates and make any desired changes if needed.

  • Click on the Send button to send the email to your customers.

Step 5: Sending an email using Journey

In CustomerSuccessBox you have an option to send an automated email to a customer when certain criteria are met. It can be achieved using Journey in CustomerSuccessBox. For this follow the below steps,

  • Click on the Automation drop-down present on the top bar of the CustomerSuccessBox.Then click on the Journeys option.

  • Now you need to define the entry criteria for the Journey that you want to create. Learn more about How to define entry criteria for the journey here.

  • Click on Add Actions to add steps to be followed during the journey.

  • You have numerous actions to select from. In this case, we will select Send Email. Simply drag and drop it.


  • Choose from the different options of the email template you have already created.

  • Also, choose the User segment to whom you want to send this email and also select who should be the sender(From) of the email.

  • Click on the Save button to proceed.

  • You can add more actions if needed.

  • Click on the Save & Next button to proceed with setting Goals for the journey. 

Learn How to set Goals in journey here. You can also read about How to define the exit criteria here.

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point of contact for any queries or assistance. You can always:

  1.  Initiate a chat directly from within your CustomerSuccessBox. Use the Chat option from the Chat icon in the left-side navigation bar.

  2. Create a conversation from here.

  3. Send an email to the Support team.

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  1. Anu Dudhat

  2. Posted
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