Overview
The Templates page is your organization's library of reusable content: email templates with merge fields, document request templates, note snippets, client question lists, task checklists, lender condition lists, document batches and offer pros and cons. You build a template once, and your team reuses it on mortgage files, contacts, partners and automations.
Admins usually set up the shared library, and brokers add or adjust templates for their own work. The most important choice for an email template is its scope (Contact, Mortgage File or Partner). The scope decides which merge fields you can use and where the template appears. It can't be changed later.
At a glance
Templates store reusable emails, document requests, notes, questions, tasks, conditions, document batches, and offer pros and cons.
Templates is in the left sidebar on desktop and needs an active subscription. It isn't shown on mobile.
An email template's scope is Contact, Mortgage File or Partner. The choice is permanent.
Document templates have no merge fields. Changing a sample document updates existing requests with the same title.
Deleting an email template turns off automations that use it, cancels their waiting emails, and removes its send history.
The diagram is that same path: pick a section, and for an email pick a permanent scope before you save it.
Before you begin
Before you create templates, you need a subscription, the desktop sidebar, and branding or custom fields if you want those merge fields.
You need an active subscription.
Templates is in the left sidebar on desktop. It isn't shown on mobile.
Email templates can use your brand colours, logo and contact details as merge fields. Set those up first in Company and email branding.
Custom fields only show up as merge fields after you create them. See Custom fields, collaborators, and referrals.
Step-by-step instructions
These steps cover finding a template type, creating an email, checking merge fields, importing a spreadsheet, creating a document template, and deleting an email template.
Find the right template type
Find the right template type in the left rail on the Templates page.
In the left sidebar, select Templates.
In the left rail, pick a section. Documents and Emails also have folders, so you can group templates.
Content
Documents ("File request templates")
Emails ("Client & automation")
Notes ("Reusable snippets")
Questions ("Client info requests")
Workflow
Tasks ("Checklists & timing")
Conditions ("Lender condition lists")
Document batches ("One-click packages")
Offers
Pros & cons ("Offer comparison blocks")
Create an email template
Create an email template by picking a permanent scope and a builder, then saving the subject and body.
The diagram shows the same scope choice: each scope only appears in the places listed for it, and you cannot switch scope later.
Select Emails, then + Create template.
Pick a scope. Mortgage File is marked as recommended.
The scope decides where the template can be used.
Contact: contact pages, Mass Email to client lists, and contact-triggered automations.
Mortgage File: the file Updates panel, Mass Email to file lists, file status automations, document and application reminders, and the Lawyer and Realtor update windows.
Partner: partner contact pages, Mass Email to partner lists, and partner-targeted automations.
Before you continue: "Choice is permanent — to use a different scope later, duplicate the template and pick a new one."
Pick a builder.
Simple Email (recommended): a "Gmail-style email composer".
Build from Scratch: a drag-and-drop builder.
Import HTML: "Paste or upload your HTML code".
In Simple Email, enter Template Name and Email Subject, then write the body.
To add a merge field, type # in the body or select Variables, then search ("Search variables…") and pick one.
Select Preview to check the layout with sample data, then Save.
To confirm it worked, you'll see "Template created successfully!" and the template appears in the list under its scope tab.
If you close the composer before saving, the next time you open it you may see "Unsaved draft restored!".
See which merge fields each scope allows
Each scope allows a different set of merge fields, and the picker shows only the ones that scope can use.
Also called: variables.
All scopes — Recipient: Recipient Name, First Name, Last Name, Email, Phone.
All scopes — Advisor: Advisor Name, First, Last, Email, Phone.
All scopes — Company: Company Name, Company Phone.
All scopes — Brand colours: primary, accent, secondary, body text, email background, CTA button label.
All scopes — Brand logos: logo and dark-mode logo.
All scopes — Brand contact details: display company name, website, address, main phone, main email, reply-to, support email, support phone, public app address.
All scopes — Brand other: social icons, preheader, email body.
All scopes — System: Current Date, for example {{current_date}}.
Contact and Mortgage File scopes — Client: Client Name ({{client_name}}), First Name, Last Name, Email, Phone, Alternate Phone, Address, City, Province, Postal Code, Client Type, Date of Birth, First Time Buyer.
Mortgage File scope only — Realtor: Realtor Name, First, Last, Email, Phone, Realtor Brokerage, Realtor Brokerage Address.
Mortgage File scope only — Lawyer: Lawyer Name, First, Last, Email, Phone, Lawyer Firm, Lawyer Address.
Mortgage File scope only — Mortgage identifiers: Loan Code ({{loan_code}}), file title.
Mortgage File scope only — Mortgage amounts: loan amount, mortgage amount, home price, down payment, property value, broker fee, finder's fee.
Mortgage File scope only — Property: property address.
Mortgage File scope only — Status: current stage, file status.
Mortgage File scope only — Dates: closing date, subject-to-financing date, term start, term end, maturity date, first payment date, rate hold expiry.
Mortgage File scope only — Rate and term: rate, term, amortization, lender, payment and payment frequency, prepayment penalty.
Mortgage File scope only — Other file fields: many Yes/No flags.
Partner scope only — Partner: Partner Name, First, Last, Email, Phone, Fax, Partner Firm / Brokerage, Partner Firm Address, Address, City, Province, Postal Code, Partner Status, Partner Notes.
Custom fields: "Custom — Mortgage File", "Custom — Contact" and "Custom — Partner", each matching its scope.
Import email templates from a spreadsheet
Import email templates from a spreadsheet when each row already has a subject.
In Emails, select CSV.
In Load from CSV, choose a .xlsx or .csv file.
Each row needs at least a subject. Otherwise you'll see "Select a file with at least one row that has a subject."
Create a document request template
Create a document request template with a title, category, priority, and an optional sample file.
Select Documents, then + Add template.
In Add Document Template, fill in the fields below.
Select Save Template.
The fields are:
Template Title and Description (both required).
Category: Income, Assets, Identity, Property, Insurance, Employment, Tax, Legal, Financial, Questions or Other.
Priority Level: High, Medium or Low.
Optionally, a Sample Document (Optional) of up to 20 MB (PDF, Word, Excel or image) to show clients an example.
To confirm it worked, the template appears in the list with type Custom.
Before you continue: if you change the sample document on an existing template, document requests with the same title on mortgage files are updated too. You'll see "Template updated successfully (N existing requirement(s) updated)".
Delete an email template
Delete an email template only after you read which automations and waiting emails it will affect.
The diagram shows the same result: confirming the delete turns off those automations, cancels their waiting emails, and removes the send history.
In Emails, select the delete action on the template.
Read the Delete template? window. If automations use the template, it lists "Automations that will be turned off (N)" and "Waiting emails that will be cancelled (N)".
Confirm with Delete and turn off automations, Delete and cancel emails or Delete anyway.
Before you continue: "Deleting it turns off the automations below and cancels their waiting emails." It also removes the template's send history. Nothing blocks the delete, so read the list before you confirm.
To confirm it worked, you'll see a message such as "Email template deleted - 2 automations turned off".
Practical examples and other ways to use it
These examples cover a realtor update, a partner email, a document batch, and a template copied into another scope.
Closing-day update to the realtor: create a Mortgage File template with Client First Name, Closing Date and Realtor First Name, then send it from the Realtor update window on the file.
Partner newsletter: create a Partner template using Partner First Name and Partner Firm / Brokerage, and send it with Mass Email to a partner list.
Standard intake package: create document templates for ID, income and down payment, then group them in Document batches so you can request all of them in one click.
Reusing a template in another scope: duplicate the template, name the copy (for example "Welcome – contact version"), and pick the new scope.
Common mistakes and how to avoid them
These mistakes come from the wrong scope, blocked merge fields, deleting a template automations still use, or expecting merge fields on a document template.
Choosing the wrong scope. The template doesn't appear where you expected, and some merge fields aren't available. Duplicate it and choose the correct scope. Before you create a template, check the scope list for where it will be sent from.
Merge fields from another scope. Saving fails with "Cannot save: N variable(s) are not allowed in a "X" template: …". Remove the listed fields or duplicate the template into a scope that allows them.
Deleting a template that automations use. Those automations are turned off and their waiting emails are cancelled. Before you delete, check the Delete template? list. If you want to keep the automations running, edit the template instead.
Expecting merge fields in document templates. Document templates have none. Put client-specific wording in the request on the file instead.
Troubleshooting
Use this section when a save is blocked by a merge field, a sent field is blank, the HTML builder asks for a name, or a saved template does not show up.
"Cannot save: N variable(s) are not allowed in a … template"
This message means the template contains a merge field its scope does not allow.
Possible causes
The body or subject has a merge field from another scope, for example a Realtor field in a Contact template.
Check first
The scope shown on the template and the fields named in the message.
To fix
Remove the listed fields, or
Duplicate the template and pick a scope that allows them.
Confirm it worked
Save shows "Template updated successfully!".
A merge field shows up blank in the sent email
A merge field shows up blank in the sent email when that value is empty on the record, because empty merge fields are removed at send.
Possible causes
The value is empty on the file, contact or partner. Merge fields with no value are removed when the email is sent.
To fix
Fill in the missing value on the record.
Send again.
Confirm it worked
The preview and the next send show the value.
"Please enter a template name"
This message means the HTML builder was saved without a template name.
Possible causes
You tried to save from the HTML builder without a name.
To fix
Enter a name, then save.
Contact support if
A template saves but doesn't appear in the expected place on a file or in automations. Include the template name, its scope and a screenshot.
Tips and best practices
These tips keep file emails on the broader scope, catch layout problems before a send, and stop sample-document edits from updating the wrong requests.
Default to Mortgage File scope for client emails about a deal. It includes client, realtor, lawyer and file fields, while Contact scope has client fields only.
Use Preview before you save. It fills the template with sample data (for example "John Doe" and "$500,000"), so you can spot broken layouts.
Keep document template titles unique. Changing a sample document updates every request with the same title.
Limitations and important behavior
These limits cover permanent scope, the missing test send, document templates, delete side effects, empty merge fields, and mobile.
An email template's scope is permanent.
There's no reliable test send from the template builders. Preview the template, or send it to yourself from a file or contact instead.
Document templates don't support merge fields.
Deleting an email template turns off the automations that use it, cancels their waiting emails and removes its send history.
Merge fields with no value are removed when the email is sent. They aren't replaced with placeholder text.
Templates isn't available on mobile.
Frequently asked questions
These questions cover changing scope, where signatures live, and System versus Custom templates.
Can I move an email template to another scope? No. Duplicate it, choose the new scope and update its merge fields.
Where do my email signature and client letters live? In Settings. See Email signatures and client letters.
What's the difference between System and Custom templates? System templates are provided by Broki. Custom templates are ones your team created. You can filter by type in the list.
Related articles
These articles cover automations, branding, signatures, custom fields, documents, and conditions.