Customize email templates

The Adobe Acrobat Sign Custom Email Template feature is available to enterprise tier accounts under an ETLA license agreement.

Overview

All emails sent from Adobe Acrobat Sign are generated from an HTML-based template that uses some variable fields, customizing each email to the specific agreement and recipients. The large structures, like the page layout, remain static, and only a few variables change (like the agreement name and message), for each agreement that is sent out.

The custom email templates (CEMT) feature offers the ability to revamp the HTML template that generates emails from your Acrobat Sign account. With CEMT, you would be able to revamp the standard email to match your company’s brand with your own familiar branding, color scheme, images, and text. You can also change the normally static structures, and customize the page layout, the terminology used, the inserted images, and more.

Enterprise tier accounts under an ETLAlicense can work with our Professional Services team to build the perfect email template for your Account as a whole, or for each Group within your account, as needed. Fees may apply.

Customized email template


How it's used

There are currently four templates that are customizable with Acrobat Sign.

Customized templates can be installed at the Account or Group level. Account-level templates are distributed down to Groups and trickle down to Users. Account > Group > User

Group level templates replace the Account level templates. The Group level template is then distributed to the Users in that Group. This provides an opportunity for individual Groups to design thematically appropriate email templates.

For example, if the Adobe account has a Photoshop group, emails can be designed to appeal to the sensibilities of the Photoshop audience. Alternatively, the Legal group may want to have a very different vibe, and their email templates can be designed accordingly.

Once the templates have been updated, your PS contact will publish them to a Group in your Account for testing. You will then be able to verify that it is working appropriately and request any further changes if needed. Once your Acrobat Sign administrator has verified the template, your PS contact will push the template live to the appropriate Group or Account.

 

Users and Admins

Once the email templates are in place, users and admins don’t have to do anything. The email templates will be automatically applied.


What can be customized

CEMT provides the ability for you to customize the email templates used for transactional emails from your Acrobat Sign account.

Please note that Senders (the party sending out the agreement for signature) will not be able to view the custom email template since their email is predicated on a different template type. Senders will continue to see the existing default email template.

Within each template type, there can be multiple versions. There is one version for each of the supported languages (or locales). Enterprise customers can send agreements in 30+ languages, and each language has its own localized template for each template type. If you’re updating the text for an email template that is in Spanish, you will need to provide the appropriate text so your PS contact can update the template with the correct verbiage.

EG: Please Sign:English identifies the Please Sign template and the English locale.

 

There are two ways to approach how you customize the email templates used for your Account or Groups in Acrobat Sign:

  1. Start with the base (default) template and specify what customizations you want to make within that template with your PS contact.
  2. Start with your own internally built HTML document by using the reference guide below, and you can start with the boilerplates found in our public github repository 


How to enable or disable

Custom Email Templates can only be enabled and configured in the Acrobat Sign system by the Acrobat Sign Professional Services team.

If you would like to enable this feature, and currently have an active agreement with Professional Services, contact them to determine the scope of work and additional costs. Otherwise, please submit a support ticket requesting access to the Custom Email Template feature. Support will then route you to the Professional Services team.

Templates can be configured at the Account and/or the Group level and for any/each locale.

Customers may reduce development time and mitigate service costs by designing their templates in-house while referencing the guide below:

Known Issues

If your account is configured to split documents into their original files in the final email, and the agreement contains eight or more files, then no files are returned. There is a hard cap to the number of files that can be attached when using the CEMT mail service.

  • Removing the condition to split all of the files resolves the issue for customers that must attach multiple files when creating an agreement.
  • The split document can be downloaded from the Manage page without issue.


Frequently asked questions:

No.

Currently there is no customer facing user interface for email templates. You can create your own HTML template, but it will need to be reviewed and installed by your Professional Services contact at Adobe.

Customization is available at the account or group level. Adobe doesn't support customizable email templates for individual users. We also don't support email customization for specific recipients

Yes, customization is available for all regions

No.

We currently offer custom email templates for four of the standard emails:

  • Please Sign
  • Signed and Filed
  • Reminder
  • Canceled.

Yes, when you request a custom email template to be installed, you must identify the type (Please Sign) as well as the language the template is in.

Customers must provide the translated text in their custom HTML template. Each type:language combination is considered a discrete template. (EG: Please Sign:Spanish) 

Senders will only receive the customized email for the canceled email if a recipient declines to sign.

Other email communications sent to the sender will utilize the standard base email that is associated with Adobe Acrobat Sign.

No.

The email header image can be updated in your account settings under Account -> Account Settings -> Email Settings

These templates exist as account-wide templates, with groups inheriting their templates from the account, and users inheriting from the group. CEMT can be applied on a group basis, so all users in that group would inherit the group-level template.

eg: The Adobe account does not have CEMT implemented, but the Acrobat Sign group within the account has a Please Sign custom template implemented. Joe, a user in the Acrobat Sign group, would be using the custom template when sending agreements out. All other groups within the Adobe account would continue using the standard email template.

 

That's achievable!

If the HR group in your account wants a different vibe for their templates in comparison to the legal group, the HR group can design their templates accordingly. Please note, different templates would incur a separate charge. 

No there is not a different template. Currently CEMT is only applicable for direct participants in the signing process. (Signers, approvers, delegates) 

Images are definitely an important component to get your message across in an email, and Acrobat Sign supports images in the custom templates. However, images must be hosted externally by your team or company, Adobe will not host any images. 

In order to have the HTML consistent across multiple email clients, table-based layouts are recommended. It's also recommended to use the old-school attribute styling for tables and to only use simple inline styles. <style> tags are discarded by many email clients.

CEMT is tested on the following email clients:

  • Microsoft Outlook 2016/2019
  • Apple Mail 11/12
  • Gmail
  • AOL mail
  • Yahoo! mail

No.

CEMT only applies to the emails sent out to participants during an agreement.

In the case of a web form, the signer who completes the web form will receive a customized signed and filed, but the landing page after completing the web form cannot be customized through CEMT.

The landing page can be changed if you create the web form through our API.

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