Email templates

Why this matters

An email template is a pre-built message you reuse for repeated situations: confirming document receipt, reminding the client a paper is missing, sending an IRCC result, sending the initial quote. Templates save time and keep the message consistent — every consultant sends "the welcome email" the same way.

This page covers how to use existing templates. If you need to create a new one, that's covered in Email templates (creation) in Part 6 (Administration).

Apply a template when composing an email

1. Compose a new email (from the inbox or from a record).
2. In the form, open the Template selector (usually at the top or as a toolbar button).
3. Pick the template from the catalog.
4. ImmCase fills in the subject and body automatically, substituting the variables (applicant name, case folio, date) with real data.
5. Review the result, adjust what you need, and Send.

Variables and why they matter

Templates use placeholders like {applicant_name}, {case_folio}, {case_type}, {responsible_consultant}. When you apply the template, those placeholders are replaced with the data from the applicant/case you're working on.

For example, a template with body:

Dear {applicant_name},

Your case {case_folio} ({case_type}) is ready to be submitted to IRCC...

becomes:

Dear María García,

Your case CAS118 (Work permit) is ready to be submitted to IRCC...

If any variable isn't substituted (stays as {something} in the final email), the template is broken or the record is missing that data. Let your administrator know.

Templates with attachments

Some templates come with pre-included attachments (for example, a "Send quote" template may attach the PDF automatically). Review the attachments before sending — if the file doesn't apply to this client, remove it.

Multilingual templates

If your practice serves clients in several languages, there's usually one template per language: "Bienvenida ES", "Welcome EN", "Bienvenue FR". When composing, pick the one for the client's language.

ImmCase can suggest the applicant-language template if configured — the applicant's Preferred language field drives that signal.

Edit the message after applying the template

The template is a starting point, not a straitjacket. After applying it you can:

• Remove or add paragraphs.
• Change the greeting (from "Dear" to "Hi" if it's a client you have rapport with).
• Adjust tone based on context.
• Add case-specific information.

However, don't edit the template itself from the email — only the message you're composing. To change the master template, go to Settings → Email templates (requires permissions).

Watch out for

• Read before sending. Variables are reliable but not infallible. If the case's "Responsible consultant" field is misassigned, the template signature may show the wrong name.
• Don't reuse templates for sensitive cases. An IRCC refusal notice deserves a personal email, not the same template you send to everyone. Templates are for routine.
• If a template is outdated, report it. If you find dated text (for example, it mentions a program IRCC already cancelled), ask your administrator to update it. Don't compensate by editing the email every time — fix the problem in the template.

Where to next

• Chat — real-time internal communication.
• In Part 6 (Administration), how to create and maintain templates.