Watch Mandric walk you through this topic
Your IRD templates go out for every refinance outreach you send, manual or automated. The refinance lane has three: the initial outreach plus follow-ups at day 7 and day 21.
Where To Edit
- Go to Settings > Templates.
- Keep the toggle at the top on Your Templates.
- Select the Refinance tab.
You'll see your initial template plus tabs for the day-7 follow-up and day-21 follow-up.
Your Templates Vs Shared Templates
A toggle at the very top of the page switches between Your Templates and Shared Templates.
- Your Templates are personal to you. Every user gets their own copy to customize, and your personal Primary template is the default everywhere, from compose modals to auto outreach.
- Shared Templates are visible to your whole brokerage. Anyone on the team can use or edit them.
Shared Templates (and the Share with team option) only appear when at least two people on your team have email sending permissions. Solo brokers, and teams where only one member can send, see just their personal templates.
To publish one of yours, open the three-dots (⋮) menu on the template tab and choose Share with team. That copies it into the Shared Templates set, leaving your personal original untouched. The shared copy is named after you, such as "Mandric's Primary" (with a number if that name is taken). If the template has follow-ups, the whole family is shared together (the initial email plus its day-7 and day-21 follow-ups) so they stay consistent.
Initial Vs Follow-Up Templates
- Initial template - sent the moment a candidate is messaged (manual send) or qualifies for auto outreach.
- Day 7 follow-up - sent automatically 7 days after the initial if the client didn't reply. Used by both auto outreach and manual sends when you've toggled follow-ups on.
- Day 21 follow-up - sent 14 days after the day-7 follow-up if there's still no reply. Same logic.
Follow-ups stop the moment a client replies. You don't need to manage that.
Available Merge Variables
Common variables you can drop into the subject and body:
{{client_first_name}}{{client_full_name}}{{current_rate}}{{best_rate}}{{monthly_savings}}{{maturity_date}}{{broker_first_name}}
The editor shows the full list as you type.
Adding Images And Videos
Click Media (next to the Variable button, bottom-right of the body field) to open the Insert media picker. Upload an image (PNG, JPEG, WebP, or GIF, under 10MB) or paste a YouTube, Vimeo, Loom, Instagram, or Facebook link.
A pasted video link becomes a clickable thumbnail with a play button - in the sent email, clicking it opens the video. Recipients whose email app shows plain text see a "Watch:" line with the link instead. Instagram and Facebook links show a branded preview card instead of the post's own image (Meta doesn't make that thumbnail available), and clicking it still opens the post.
In the editor, inserted media shows as a small chip; the real image or thumbnail appears in the sent email. Uploads are saved to a shared library for your brokerage, so you can reuse them across templates - hover a library item to delete it. If a library item is deleted after being placed in a template, sent emails simply leave it out.
Media works in the initial and follow-up templates. It's not available in subject lines, SMS templates, or portal templates.
Adding A Hyperlink
Select the words you want clients to click, then choose the Link icon from the formatting toolbar. Enter the destination URL and confirm it. The linked words stay clickable after saving and in the email your client receives.
Use the full URL, such as https://app.getbrokerplus.ca. An address without https:// also works and is sent as a secure link.
Variants
You can save multiple variants of the initial template (for example, one warm/personable and one strict/factual) from the three-dots (⋮) menu. Pick which variant to use when you send a manual outreach. Auto outreach uses the variant marked as Primary.
Previewing
Click Preview in the editor to see the rendered email with sample client data filled in. Your edits save on their own as you type; a Saved note appears once they're recorded, so there's no Save button to click.
What To Do Next
- Send a test with your new template: Sending A Candidate Report.
- Pair templates with auto outreach: How Refinance Auto Outreach Works.
- Renewal templates work the same way: Editing The Renewal Email Templates.