Communication templates define how Zero Friction sends documents and messages to customers. These templates allow you to configure emails and PDFs for various communication scenarios, such as invoices, reminders, contract notifications, and payment plans.
You can find this component via Configuration → Communication → Templates.
Communication templates are essential to:
to ensure consistent and professional customer communications
use the correct channel (email, post, SMS, etc.) per scenario
format documents correctly, including languages and attachments
What does this part show?
The Templates page is organized around scenario groups. Each group contains multiple communication scenarios with their own settings.
Scenario groups
Invoice
Invoice, Advance, Correction note, Credit note, Final note, Incidental note, Annual statement
Collection
Collection, Reminder, Notice of Default
Contract
Welcome, Closure, Locations Added, Locations Removed
Moving request
Confirm / Reject moving in or out
Payment plans
Requested, Activated, Reminder, Completed, Cancelled, Recalculated
Personal information
Advance payment changed, Portal confirmation, Password reset, Account reset
For each scenario you will see one or more configuration cards:
Shipping options
PDF template (if applicable)
Email template
Send options
What does this component regulate?
The sending options determine how and when a communication is automatically sent.
Institutions
Standard communication method
Email – Automatically sent by email
Manual – Send manually only
Skip if SDD – Skip if SEPA Direct Debit is active
Email subject
Subject line of the email
Supports variables, for example:
Your invoice ##{{InvoiceNumber}}
Test email
Send a test message to check the template
For some collection scenarios, the communication type is fixed and only informational text is shown.
PDF templates
What does this component regulate?
PDF templates determine the layout of generated documents, such as invoices and reminders.
Envelope settings
Margin position – Left or right
Side margin – Standard 24 mm
Top margin – Standard 57 mm
These settings are important for correct printing and envelope windows.
Display options (invoice related)
Show country
Show balance
Show VAT specification
Show custom information
Show formulas
Custom HTML & Translations
Custom HTML – Indicates whether a custom PDF template is used
Translation status
Standard – System Default
Translated – Own translations available
Missing – Not all languages are translated
If no PDF applies, this map will not be shown.
Email templates
What does this component regulate?
The email template determines the content, attachments, and translations of emails.
Institutions
Subject – With variable support
Attachments – Add additional files (e.g. terms and conditions)
Custom HTML – Using your own email template
Translation Status – Same logic as with PDF templates
Behaviors & Logic
Changes are saved and applied immediately
If a template is empty:
the system automatically uses the default template
Missing translations:
are indicated with a warning
do not lead to blocking of transmission
If no default communication method is set:
the system uses the organization default
or email if no default exists
Feature dependencies
Some templates or options are only visible when associated features are active:
Annual statements – Only with enabled feature
Payment plans – Only if payment plans are active
Portal communication – Only with active customer portal
Situation | Behavior |
No custom template | System default is used |
Missing translations | “Missing Translation” status |
No PDF applicable | PDF map hidden |
Post not available | Option “Post” hidden |
Why don't I see all the templates?
Probably not all features are activated for your organization.
Can I customize the email or PDF design?
Yes, via the editor by editing Custom HTML.
What does “Missing Translation” mean?
Not all supported languages have a translation.
Why can't I select 'Post'?
Post requires active Ping integration.
How do I test a template?
Use Send Test Email in the sending options.
Can I add attachments?
Yes, via the attachments in the email template.
What happens without a set communication method?
The system uses the organization default or email.
Scenario – Event for which communication is sent
Communication method – Channel of transmission (e-mail, post, SMS, …)
Template – HTML formatting for email or PDF
Translation Status – Status of available language translations
Envelope Settings – PDF Margins for Print Submission
Custom HTML – Custom design instead of standard
Feature flag – Setting that enables or hides functionality