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Overview

Knead sends your customers a lot of emails on your behalf — an inquiry acknowledgement, a quote, an invoice, a payment receipt, a delivery reminder, and more. Every one of them is yours to edit. The Templates editor is where you set the wording, tone, and subject line for each of those moments, save the quick replies you type over and over, and switch on an automatic review request after delivery. Everything here is available on every plan. There’s nothing to unlock. The Templates editor showing lifecycle message cards, quick replies, and the review requests card

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Where to find your templates

Go to Settings → Templates (/settings/templates). The page has three parts:
  1. Lifecycle messages — the 15 emails Knead can send at key moments in an order.
  2. Quick replies — reusable snippets you insert into inbox replies.
  3. Review requests — an automatic “how did we do?” email after an order is completed.
Good to know: if you’re an old hand and you go looking for the Canned Responses page, it now lives right here — it redirects to Templates.

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Lifecycle messages

Each customer moment gets its own card. Click one to expand it, and you’ll see an editable email subject, an editable message body, a set of merge-field chips you can drop into the text, and a live preview rendered with sample data so you can see exactly what your customer will get. An expanded lifecycle message card showing the subject field, message body, merge-field chips, and a live preview

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Editing a message

  1. Go to Settings → Templates.
  2. Click the card for the moment you want to change (for example, Order confirmed).
  3. Edit the Subject and Message to sound like you.
  4. Drop in a merge field wherever you want Knead to fill in a detail — click a chip like {{customer_name}} and it’s inserted at your cursor.
  5. Check the Preview to see the finished email with sample data filled in.
  6. Click Save.
That’s it — the next time that moment happens, your customer gets your wording.
Pro tip: write these the way you’d actually talk to a customer at pickup. A warm “Can’t wait for you to try these!” beats a stiff “Your order has been confirmed” every time.

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The 15 moments Knead can send

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Merge fields

Merge fields are placeholders Knead swaps for real details when it sends the email. Click a chip to insert one: If a field has nothing to fill in — say you use {{quote_number}} in a message that isn’t about a quote — it simply renders blank. Your customer never sees a raw {{token}}.

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Turning an email off

Every lifecycle message has an email Subject. If you clear that subject and leave it blank, Knead treats the message as “Inbox only — no email.” Knead won’t send an email for that moment; instead the wording is used as a short snippet inside your inbox. This is handy when you’d rather handle a moment personally than have an automatic email go out.

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Preview and reset

The Preview panel updates as you type, showing your subject and body with realistic sample data so there are no surprises. Changed your mind about an edit? Click Reset to default on any card to restore Knead’s original wording for that message.

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Quick replies

Quick replies are the reusable snippets you insert into inbox replies with one tap — the fast way to answer questions you get all the time. Four come built in: Thank you, Deposit reminder, Fully booked, and Need a little more info. You can edit those, delete them, or add your own right here in the Templates editor. When you insert a quick reply from the inbox, Knead fills in the merge fields for that specific conversation, so a snippet with {{customer_name}} arrives already personalized. For the full walkthrough, see Quick Replies.

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Review requests

At the bottom of the Templates page is the Review requests card. Turn on “Ask for a review after delivery” (it’s off by default) and Knead will email each customer about 24 hours after you mark their order completed, asking how everything turned out. It sends once per order. The review requests card with the ask-for-a-review toggle and an optional review link field If you paste a Review link — your Google, Facebook, or other review page — the email includes a Leave a review button that takes the customer straight there. Leave the link blank and the email simply asks them to reply with their feedback, which lands right back in your inbox.
Pro tip: your Google Business Profile review link is the highest-value one to paste here. A steady trickle of fresh reviews is what pushes a home bakery up local search results.

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How your templates show up around Knead

The wording you set here follows you everywhere Knead talks to a customer:
  • In the inbox reply bar, a template picker lists your quick replies first, then your lifecycle messages, and fills in the merge fields for whichever conversation you’re in.
  • When you accept or decline an inquiry, Knead drafts the email from your template so you can tweak and send — see Inquiry Emails.
  • When you revise a quote or send an invoice, the assisted email panels start from your saved wording.
Set your templates once, and every one of these gets easier.
Still need help? Contact us