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Custom template for Ask a Question emails

Author: Edward Hardin Reference Number: AA-00732 Views: 4986 Last Updated: 02/11/2013 03:11 PM 0 Rating/ Voters

You can edit the template of the email sent when someone submits the Ask a Question form. This allows you to select what must be included to the email and add any text you like to it. For example, you can add a tag to the template to tell emails sent via the knowledge base feedback form apart from other emails in your mail box.

The Ask a Question email template can be edited in the same way as you edit any writing in the KMP user interface:

Go to the Administration > Interface Languages page.

Click "Edit" against the language, which is selected as the current front-end language on the Customization > Styling and Front-end Settings page. You'll see the "Edit Language" window.

Click on the Notifications tab. It will display the list of all email templates for this language. There are two entries for each template: one for the subject and one for the body.


Apart of some text there are also several placeholders within the template, such as %subject% and %url%. Here is what they mean:

%subject% - this placeholder will be replaced by contents of the Subject field of the Ask a Question form.

%email% - this one will be replaced with the email user specified in the form.

%question% - this one will be replace with the user's question from the text area.

%url% - this will be the URL of the page from which user submitted the form. It helps you understand if user's question is related to a certain article.

Please note that if you've got multiple languages installed in your knowledge base, you might need to apply changes to each language. It is so because KMP tries to send email in the most convenient language for the user. So if you select one of the existing knowledge base users by selecting the user themselves or their group, email will be sent in the language specified in their profile settings. On the other hand, if you simply add user's email to the subscribers list, then email will be sent in the language of the front-end. See the image below for reference.