Overview
Email Templates is the one place to manage every saved email a client uses. It has two tabs: Inbox templates, the reusable drafts your team inserts when composing or replying in the inbox and Responder Hub, and Default email templates, the pre-written dialer follow-ups and meeting-booked emails reps send during live calls. The Default email templates tab also holds Custom dispositions, extra cold-call outcomes you define for this client that show up in the dialer's disposition dropdown. Everything here is scoped to the client you pick in the top-right switcher, and the 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 and custom disposition on this page belongs to that client, so confirm you are on the right account before editing.
Switch between Inbox templates and Default email templates
Use the two tabs at the top. Inbox templates are the reusable email drafts the team inserts when composing or replying. Default 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.
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 Default email templates tab, two sections appear at the top: Call follow-up emails (built-in dispositions like 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 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), so you start from the recommended copy instead of a blank editor. The draft stays disabled until you toggle it on and save, so nothing is sent or persisted until you choose to keep it; clearing the row later re-pre-fills the standard on reload.
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 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 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 Default email templates tab: which built-in rows are enabled, their subjects and bodies and send modes, 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.
What the buttons do
- Inbox templates / Default email templates tabs
- Switch between the two template sets on this page. Inbox templates are reusable compose/reply drafts; Default email templates are dialer follow-ups matched to call dispositions, the meeting-booked emails (hand-off and confirmation), and this client's custom dispositions.
- 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 Default 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 Default email templates tab: which built-in rows are enabled, subjects, bodies, send modes, and your custom dispositions with their log-as-call and count-as-connection flags.