This page describes the template management experience available in the updated Admin Portal layout. If you are on the previous layout, see Manage communication templates (legacy).
Templates are the basis for all automated and manual communications sent to borrowers through Peach. Each template defines the content, layout, and variables for a specific interaction across channels like email, SMS, mail, and in-portal pages. Use the Templates page to view, create, edit, and preview your communication templates.
Availability: All clients on the updated Admin Portal layout Required permissions: communicator.template:read (to view); communicator.template:update (to edit); communicator.template:activate (to activate versions); communicator.template:create (to create new templates)
- Templates work in conjunction with the Repayment Engine. A template must be set to Enabled for the corresponding Repayment Engine configuration to trigger automated communications.
- Changes to an active template take effect immediately. As soon as you save, subsequent communications using that template will reflect your changes.
- Only one language (English) is currently available when creating templates.
From the Admin Portal sidebar, select Templates (under the Customer messaging group). The templates list displays all templates in a table.
| Column | Description |
|---|---|
| ID | The template descriptor identifier (TD-XXXX-XXXX). |
| Template name | The subject name of the template, describing the interaction it generates. |
| Channel | The delivery method: Email, SMS, GUI, Mail, Document, or Voice. |
| Language | The template's language (e.g., English). |
| Active Version | The active template version identifier (TV-XXXX-XXXX). |
| Product ID | The loan type this template is associated with (LT-XXXX-XXXX). A dash (—) means the template applies to all loan types. |
| Status | Whether the template is Active or Inactive. Inactive templates are not sent to borrowers. |
Select any row to open the template in the drawer.
Use the search bar to find templates by name or ID. Select + Add filter to narrow results by:
- Language
- Status (Active or Inactive)
- Channel
- Product ID
Select the column management icon (grid icon) in the upper right of the table to show, hide, or reorder columns.
Selecting a template row opens a drawer with three tabs:
- Template — Shows a rendered preview of the active template version, populated using the first available borrower in your account. Select Edit to open the WYSIWYG editor.
- Code — Displays the raw HTML or plain text source of the template.
- Details — Shows and allows editing of the template's metadata: subject, channel, loan type, language, status, sensitive information flag, version ID, and timestamps.
The Template and Details tabs each have their own Edit, Save, and Cancel controls. Tab switching is blocked while you are in edit mode — save or cancel your changes before switching tabs.
If you have unsaved changes and attempt to close the drawer or select Cancel, a confirmation dialog titled "You have unsaved changes" appears with the message "Are you sure you want to exit? Your changes will not be saved." Select Exit to discard your changes, or Cancel to continue editing.
- From the Templates list, select + New.
- Fill in the template details (see Template fields below).
- Select Create and Customize.
The new template opens immediately in the drawer, ready to edit. A draft version is automatically created and activated.
Note: If a global template (no loan type) already exists for the same subject, channel, and language, the new loan-type-specific template copies the active global version's content as its starting point.
If a template already exists for the same combination of subject, channel, loan type, and language, the form will display: "A template with this subject, channel, loan type, and language already exists."
- Select a template row to open the drawer.
- On the Template tab, select Edit.
- Update the content using the editor.
- Select Save to apply your changes, or Cancel to discard them.
The fields available in the editor depend on the template's channel:
| Channel | Editable fields |
|---|---|
| Subject line, Preheader, Header, Body (HTML) | |
| Document, GUI, Mail | Body (HTML) |
| SMS, Voice | Body (plain text only) |
For email templates, the subject line appears as a single-line editor above the main body. The HTML editor toolbar (available for Email, Document, GUI, and Mail templates) includes: Bold, Italic, Underline, Bullet list, Ordered list, H1, H2, and Add variable.
SMS and Voice templates use a plain text editor with no formatting toolbar — only the Add variable control is available.
- Place your cursor in the editor where you want to insert a variable.
- Select the Add variable icon in the toolbar.
- In the variable picker, use the All Categories dropdown to filter by category, or type in the search field to find a variable by name or key.
- Select a variable row to insert it at your cursor position.
Variables render with actual borrower, loan, or company data when the template is sent. They use double curly bracket syntax: {{variable}}.
If you insert a variable that is valid but not applicable to the current template's subject, a warning banner appears: "You are using a valid variable, but not available in this template."
Note: The Add variable control is disabled until both a subject and a channel are set on the template.
- On the Details tab, select Edit.
- Update the fields you want to change.
- Select Save to apply your changes.
The following fields are editable on the Details tab:
| Field | Notes |
|---|---|
| Channel | Changing channel affects which editor fields appear on the Template tab. |
| Template name | Available only for custom subject types. Max 100 characters. |
| Loan type | Associates the template with a specific loan type. Clear the field to make the template apply to all loan types. |
| Language | Currently only English is available. |
| Status | Toggle between Enabled and Disabled. |
| Sensitive information | When enabled, agents can see that a communication was sent but cannot view its content. |
The Subject, Version ID, Created at, and Updated at fields are read-only and cannot be changed after creation.
When you open a template in the drawer and are not in edit mode, the Template tab automatically renders a preview using the first available borrower in your account. For Document and GUI channel templates, select Open as PDF to view the rendered output as a PDF.
When you create a template, a version is automatically created and activated. Editing a template through the drawer updates the current active version directly — no separate activation step is required.
To view or activate a previous version, navigate directly to /templates/:id/versions/:versionId. Select Activate this version to make that version the active one. There is no in-app version history browser — version IDs can be found in the template's Details tab.
| Field | Description | Required | Values / Format |
|---|---|---|---|
| Subject | The interaction this template covers. Determines what variables are available. | Yes | Dropdown of available subjects |
| Channel | The delivery channel for this template. | Yes | GUI, Document, Mail, SMS, Email, Voice |
| Template name | A custom display name. Only available for custom subject types. | No | Text, max 100 characters |
| Loan type | Associates the template with a specific loan type. If not set, the template applies to all loan types. | No | Dropdown of loan types |
| Language | The language this template is written in. | Yes | English |
| Status | Controls whether the template is active. Both the template and its Repayment Engine configuration must be enabled for automated sending. | Yes | Enabled, Disabled |
| Sensitive information | When enabled, agents can see that a communication was sent but cannot view its content. | No | On/Off |
| Channel | Description |
|---|---|
| Generates an email. Uses both HTML and plain text — the plain text version displays if the borrower's email client can't render HTML. Email templates include Subject line, Preheader, Header, and Body fields. | |
| SMS | Generates an SMS message. Body is plain text only. Use the shortURL attribute (e.g., {{portal("/")|shorturl}}) for links to minimize character count. |
| Generates a physical letter sent to the borrower by Peach. | |
| GUI | Generates a page displayed in the Borrower Portal. |
| Document | Generates a document (such as a disclosure or agreement). |
| Voice | Generates a voice message. Body is plain text only. Currently used for two-factor authentication codes delivered by phone call. |
| Variable | Description |
|---|---|
company.brandName | Your company's brand name from the company config. |
company.config.support.email | Your support email address. |
company.config.support.phone | Your support phone number. |
person.name.firstName | The borrower's first name. |
loan.displayId | The loan's display ID. |
loan.atOrigination.amountFinanced | The loan's amount financed. Append |money to format as currency. |
loan.balances.outstandingBalances.outstandingTotalAmount | The loan's total outstanding balance. Append |money to format as currency. |
Formatting filters: append |money or |percent to numeric values, |dateformat to dates, and |title to capitalize strings.
| Function | Description |
|---|---|
{{BORROWERNAME(full=False)}} | Outputs the borrower's name, formatted for both company and personal borrowers. Set full=True for the full name. |
{{SIGNATURE()}} | Adds a formatted signature to the communication. |
{{PAYMENTMETHOD(title=True, verbose=False)}} | Outputs the payment method as formatted text. |
{{portal("/", utm=True)}} | Generates a URL to the borrower portal. Append |shorturl for SMS-friendly shortened URLs. |
{{CTA(href, title='CTA')}} | Generates a call-to-action button. |