Multi-Divisional Email Template Support

Overview

For organizations managing multiple brands under a single parent company, creating a seamless and consistent brand experience is critical, even in the smallest interactions, like system emails.

With the July-25 Release going live on July 10, 2025, FranConnect introduces support for Brand (Division) level customization of user account-related emails. With this enhancement, system admins can configure and tailor the following key email templates for each brand:

• Welcome Email - sent when a user account gets created in the system.
• OTP (One-Time Password) - sent when a user requests to change their password.
• Password Reset - sent when a user initiates a 'Forgot Password' request.
• Password Expiry Notification - sent when a user's password is about to expire.

When configured:

• Single-Division Users will receive emails styled and branded for their Division, delivering a consistent experience from their first interaction.
• Multi-Division Users will receive the Parent Company’s standardized email template to prevent conflicting branding.

This update empowers your teams to ensure that every touchpoint reinforces the right brand identity while maintaining clarity and professionalism across divisions.

💡 As part of this release, all customers will see their default system emails refreshed to a modernized design. These updated default templates ensure a clean and consistent look for users who are not associated with a specific Division or belong to multiple Divisions.

Configure User Account Emails Setting 

Note: This functionality is available only to users with a Corporate role. Before you get started, make sure you have access to the Configure User Account Emails setting under Admin > Configuration > Email Settings. If you don’t see this option, please contact your Corporate Administrator to request access.

• To begin, navigate to Admin > Configuration > Email Settings. You’ll see a new option called Configure User Account Emails, which allows you to manage and customize the account-related email templates.

• When you click on Configure User Account Emails, you’ll be taken to a page with four tabs, each representing a different email type:
  • Welcome Email
  • OTP (One-Time Password)
  • Password Reset
  • Password Expiry Notification
• By default, you’ll see a pre-configured system template for each email type.
• If your system supports multiple brands (Divisions), you’ll also see a 'Create' button. This allows you to create brand-specific templates for each email type.
  • Note: For each email type, you can configure only one template per brand (Division).

How to Create a Brand-Specific Email Template

If you manage multiple brands within your FranConnect system, you can create customized email templates for each Brand (Division) to ensure users receive communication aligned with their brand’s identity.

This allows each Brand (Division) to send Welcome Emails, OTPs, Password Resets, and Password Expiry notifications that reflect their unique branding.

Follow these steps to set up a custom template for a specific brand:

• Click Create to configure a new template.

• On the Create Template page, you'll find the following fields:

  • Mail Type: Select the type of email (e.g., Welcome Email).
  • Division: Choose the Division (brand) this template will apply to.

  Note: Only Divisions without an existing template for this mail type will appear in the list. For each email type, you can configure only one template per brand (Division).

  • Template Name: Enter a name for easy reference.
  • Subject: Enter the email subject line.
• Email Editor: The email Editor allows you to design and customize the content of system-generated emails. Whether you’re creating a Welcome Email, OTP, Password Reset, or Password Expiry notification, you can use this editor to tailor the message to reflect your brand’s voice and style.
  • In the editor, you can:
    • Add or update the email subject line to make it clear and engaging.
    • Write and format the email content using rich text tools (e.g., bold, italics, links, bullet points), and can also use HTML code to edit with power in hand.
    • Insert dynamic keywords to personalize emails for each user.
    • Preview the created email content.
  • Tip: For Division-specific templates, you can include your brand’s custom URL and support email address to ensure a consistent, branded experience.
• Once your edits are complete, simply click Save to apply your changes.

Using the Email Editor

In this example, we’ll create a Welcome Email for an existing brand (Division) in the system. This will help you understand how to use the Email Editor and configure brand-specific templates effectively.

Before getting started, you can use the existing Default Template to save time and maintain consistency in your branding. Here’s how:

Copy the Default Template Content

• Navigate to the Default Template for the same email type (e.g., Welcome Email).
• Click Edit to open the template.
• In the editor, click Tools > Source Code to view the HTML code of the email.
• Copy the entire HTML code.

Now, go the the Create page, on the Create Template page:

• Set the Email Type to Welcome Email.
• Select the Division for which you want to create the template.

Enter a Template Name and Subject Line that clearly reflect the purpose of the email.

You can now use the editor to design and personalize the email content, add relevant dynamic keywords, and format it to align with your brand’s style.

Note:

• If you want users to be directed to a Division-specific login URL, make sure the Division URL is already configured in the system.
• If you don’t need a Division-specific URL, you can use the System URL keyword instead to direct users to the Parent Company’s login page.

Paste the HTML into Your New Division Template

1. Go back to the Create Template page for your Division.
2. In the Email Editor, open Tools > Source Code.
3. Paste the copied HTML code from the Default Template.
4. Click OK to return to the visual editor view.

The editor will automatically convert the HTML into a normal, user-friendly view so you can see how the email will appear to recipients.

 Now, we'll replace the existing keywords from the Default template to align with our brand consistency.

After updating the logo, the next step is to insert the appropriate keywords to ensure users are directed to the configured Division URL. Follow the steps below to do this effectively:

After updating the content, you can click 'Save'. The created welcome email will be triggered when a user is created under the appropriate division.

Which Template Will Users Receive?

• The Default Template is sent to:
  • Users who are not assigned to any Division.
  • Users who are associated with multiple Divisions.
• The Division Template is sent to users who are assigned to a single Division with a configured template.
• If a Division does not have a specific template configured, users in that Division will automatically receive the Default Template.

Important Keywords for configuring different email types

When customizing or creating an email template for a specific brand (Division), it’s essential to include the appropriate keywords for each email type. These keywords dynamically pull user and system information into the email, ensuring your messages are personalized, actionable, and contain all the critical details your users need.

Adding the right keywords helps:

• Provide users with easy access to their accounts.
• Reinforce your brand’s identity.
• Ensure key information (like login links or support contacts) is never missed.

Note: 

• The Division URL keyword will only be accessible if the custom brand URL is configured for that division.

Welcome Email Keywords

Note: 

• If you are using Division URL – Get Started, there is no need to also include System URL – Get Started. This ensures users are only directed to one login link, helping maintain brand consistency and a seamless user experience.

OTP Email Keywords

Password Reset Email Keywords

Password Expiry Email Keywords