Email templates

CaseFlow sends emails for invoices, payment reminders, contract notifications, proposals, and other events. Each email uses a template that you can customise.

Accessing templates

Go to Setup > Email Templates. You see a list of all templates grouped by category:

• Client emails
• Invoice emails
• Client Payment emails
• Engagement Letters emails
• Legal Proposals emails
• Fee Estimate emails
• Task emails
• Prospective Clients emails
• Team Member emails

There are 87 templates in total. Each one has a name describing when it is sent (e.g. "Invoice Sent to Client", "Payment Receipt", "Contract Expiry Reminder").

Editing a template

Click any template to open the editor. You see:

• Subject: The email subject line
• Body: The email content (rich text editor with HTML support)
• Enabled: Toggle to disable a specific email entirely

Merge fields

Templates use merge fields that get replaced with actual data when the email is sent. Common ones:

Field	Replaced with
{client_company}	Client's company name
{contact_firstname}	Contact's first name
{invoice_number}	Invoice number
{invoice_amount}	Invoice total
{invoice_due_date}	Invoice due date
{invoice_link}	URL where client can view/pay the invoice
{contract_subject}	Contract title
{proposal_subject}	Proposal title
{staff_name}	Staff member's name

Each template shows its available merge fields in a panel to the right of the editor. Click a field to insert it at your cursor position.

Customising content

You can change anything in the template: the subject line, the greeting, the body text, the sign-off. Just keep the merge fields intact so the correct data gets inserted.

Example edit: changing "Dear {contact_firstname}" to "Hi {contact_firstname}" for a less formal tone.

Sign-in emails

Some emails can carry a link, code or password that signs someone in: the password reset and set-password emails, the welcome emails for new team members and clients, the email address verification, and the two-factor sign-in code.

• Only a firm administrator, signed in as themselves, can change one of these emails. CaseFlow support cannot. Each change is recorded in the activity log and emailed to every administrator.
• A welcome email counts as a sign-in email only when it includes a password or an email verification link; without either, it is sent like any other firm email. The others always count.
• A sign-in email goes only to the person it is for. It is never copied (CC or BCC) and never queued, and it is always sent by CaseFlow itself, in CaseFlow's layout with the CaseFlow logo, without the firm's email header, footer, confidentiality disclaimer or signature.
• A sign-in field (such as the reset link or the two-factor code) placed in any other email, or in the email header, footer or disclaimer, is left blank.
• In the English emails, the link the person needs, such as Reset Password or Verify Email Address, is a button. The other languages keep a plain link. If your firm changed the wording of one of these emails, your wording is kept as it is, link included.

Disabling emails

If you do not want a specific email to be sent (e.g. you do not want automatic payment receipt emails), open the template and toggle Enabled off. The system skips sending that email.

How your emails look

Every email your firm sends uses one layout:

• At the top, your firm's logo: the Firm Logo Dark from Setup > Settings > General, made for a light background, or the light logo if you have uploaded only that one. With no logo, your firm's name appears instead. Upload a PNG, JPEG or GIF for your emails: most mail programs do not show an SVG image, so with an SVG logo your emails show your firm's name.
• The message on a white page.
• At the bottom, your firm's name and your confidentiality disclaimer.

Emails CaseFlow sends on its own behalf (your subscription, your trial, and the sign-in emails described above) use the same layout with the CaseFlow logo and name.

Every email also has a plain-text version, for mail programs that do not show formatting. In it, each link is followed by its full address, so a reader can still open it. A template set to Send as Plaintext goes out as that plain-text version alone.

The confidentiality disclaimer

Every email your firm sends ends with a legal confidentiality disclaimer, in the footer under your firm's name. The text is controlled by the Confidentiality disclaimer field on the Setup > Settings > Email tab. Edit it to match your jurisdiction, or clear the field to suppress the disclaimer entirely. You cannot vary it per individual template.

Your own email header and footer

If you want your own design instead, go to Setup > Settings > Email and write the Email Header and Email Footer HTML. Once you change either one, CaseFlow uses yours exactly as you wrote them: they wrap every firm email, followed by your confidentiality disclaimer, and the standard layout above is no longer used.

To go back to the standard layout, clear both fields and save.

Previewing

After editing a template, click Preview to see how it looks with sample data filled in. This helps catch formatting issues before a real email goes out.

Resetting to default

If you have made changes and want to go back to the original template, click Reset to Default on the template editor. This overwrites your customisations with CaseFlow's original version.