Recipe — Confirmation email template

A complete worked example. By the end you’ll have a Case Received Confirmation template wired into an automation that sends it on every inbound email — in the customer’s language.

This recipe pairs with the Confirmation emails Automations recipe, which walks the rule side. Here we focus on the template itself.

What you’ll end up with

Template: "Case Received Confirmation"
  Category: Automation
  Status: Active
  Default language: English
  Translations: (whichever languages your team operates in)

Block layout:
  Logo Left
  Section
    Heading: "We've received your message"
    Text: greeting + case ID + expected response time
  Section
    Button: "View case status" (links to self-service if available, otherwise omit)
  Divider
  Section
    Text: footer instructions

Automation rule (linked below): triggers on Conversation created where channel = email,
  sends this template with "Match the inbox language" strategy.

Before you start

• Admin permissions on Email Studio and Automation Rules
• A logo uploaded for the template
• Brand colors decided
• Languages configured in Settings → Markets and Languages for any non-English versions

Step 1 — Create the template

In Settings → Email Studio → New template:

• Name — Case Received Confirmation
• Description — Sent on inbound email to acknowledge receipt and share the case ID.
• Category — Automation
• Status — Draft (we’ll flip to Active after testing)
• Default language — English

Save. Click Open editor.

Step 2 — Build the layout

Drop in blocks in this order:

1. Logo Left — your logo
2. Section (header)
3. Section (button)
4. Divider
5. Section (footer)

Step 3 — Fill the header section

Inside the header section, add two content blocks:

Heading block:

We've received your message

Text block:

Hi {{contact.first_name}},

Thanks for reaching out. We've received your message and assigned you case {{conversation.human_id}}. A member of our team will respond within one business day.

If you have additional details to add, just reply to this email — your reply will be added to the same case.

Step 4 — Add a “View case status” button (optional)

Only include this if you have a self-service status page where customers can see their case. If not, skip.

Inside the button section, add a Button block:

• Label — View case status
• Link — https://your-domain.example/cases/{{conversation.human_id}} (or whatever your URL pattern is)
• Color — brand primary
• Border radius — 4px (matches most modern brand styles)
• Alignment — center

If your team doesn’t have self-service, skip the button entirely. Don’t link to something that doesn’t exist.

Step 5 — Footer

In the footer section, add a Text block:

This is an automated confirmation. Replies go to the same case.
{{tenant.name}} support

Step 6 — Style and preview

1. Set template-level defaults: brand colors (background, button), font family.
2. Preview in mobile mode. The button and headings should remain readable on small screens.
3. Preview in dark mode. Make sure body text is visible on a dark background.

Step 7 — Translate (if applicable)

For each language your team handles (Norwegian, German, etc.):

1. Languages tab → Add language.
2. Translate the subject line AND every block’s content. Keep the merge tag paths intact ({{contact.first_name}}, {{conversation.human_id}}).
3. Save.

See Add a translation for the full pattern.

Step 8 — Flip status to Active

Once previews look right and translations are in:

1. Open the template.
2. Change Status from Draft to Active.
3. Save.

Step 9 — Wire it into the automation

Build the automation rule per the Confirmation emails recipe. Key settings:

• Trigger — Conversation created
• Condition — conversation.channel equals email
• Action — Send Email Studio template → Case Received Confirmation
• Language strategy — Match the inbox language

Save and enable. Test with a real inbound email — the confirmation should arrive within seconds.

Variants

• Different per inbox. If you have multiple support inboxes (support@ vs sales@) and want different tones, duplicate this template, customize each, and use branches in the rule to pick the right one based on conversation.email_address.
• Add expected response time per channel. A chat conversation might say “within 5 minutes” while email says “within one business day.” Either separate rules per channel, or merge tags pulling from a custom field.
• VIP version. Premium customers get a personalized sender name. Use Customer Tier conditions in the rule and branch to a separate Premium-only template.

Troubleshooting

• Symptom: Email looks fine in editor but renders broken in Outlook. Fix: Avoid Heading blocks for body text (Outlook handles them inconsistently). Avoid nested column layouts. Test in Litmus or by sending to your own Outlook before going live.
• Symptom: Merge tag {{contact.first_name}} is empty in the delivered email. Fix: Customer record has only an email, no name parsed. Either populate names via CRM, or change the opener to Hi there, to avoid the empty-name awkwardness.

See also

• Confirmation emails Automations recipe — the rule side
• Use merge tags
• Add a translation to a template