// Feature
Email templates
Customize the emails your clients and team receive.
CompleteLane sends four emails your clients and team see regularly. On Professional and above, you can edit the subject and body of each one.
The four editable templates
Initial request — sent when you first send a request to a client.
From: Acme Tax Group <hello@acmetax.example.com>
Subject: Documents needed for your Q1 tax return
To: alex@example.com
Acme Tax Group
Hi Alex,
Acme Tax Group has put together a list of documents we need for your Q1 tax return. Please use the secure link below to upload them — there are 5 items to complete.
The link is unique to you and doesn't require an account. Questions? Reply to this email.
Thanks,
Acme Tax Group
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Reminder — sent on the reminder schedule for incomplete requests.
From: Acme Tax Group <hello@acmetax.example.com>
Subject: Reminder: 2 of 5 documents still needed
To: alex@example.com
Acme Tax Group
Hi Alex,
Just a quick nudge — you still have 2 of 5 documents remaining for your Q1 tax return with Acme Tax Group.
If you've already sent these another way, just let us know and we'll update your file.
Thanks,
Acme Tax Group
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Completion — sent to you (the requester) when all items are uploaded.
From: CompleteLane <noreply@completelane.com>
Subject: Alex Chen sent you 5 files for Q1 Tax Returns
To: rachel@acmetax.example.com
Acme Tax Group
Hi Rachel,
Alex Chen has uploaded all 5 filesfor the "Q1 Tax Returns" request. Everything is ready for review.
The request now shows as completed. You can mark items as approved or reject any that need a re-upload.
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Rejection — sent to the client when you reject an upload.
From: Acme Tax Group <hello@acmetax.example.com>
Subject: Please re-upload: W-2
To: alex@example.com
Acme Tax Group
Hi Alex,
One of the documents you uploaded for your Q1 tax return needs to be re-sent:
W-2
Once re-uploaded, the rest of your file is unaffected.
Thanks,
Acme Tax Group
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Editing a template
completelane.com/dashboard/settings/reminders
Edit template
Subject
Body
Live preview
Documents needed for Q1 Tax Returns
Hi Alex Chen, Acme Tax Group has prepared a list of documents...
The template editor with live preview.
Go to Settings → Email templates. Select a template and edit the subject and body. A live preview updates on every keystroke so you can see exactly how the email will look.
Placeholders
completelane.com
Available placeholders
Placeholders are tokens that get replaced with real values when the email sends. Available tokens: {{client_name}}, {{org_name}}, {{request_title}}, {{portal_link}}, {{item_count}}, {{missing_count}}, {{total_count}}, {{reply_to_name}}.
Previewing
Use the Send test button to receive the current template at your own email address. The test email uses placeholder values so you can see how the final email reads.
Per-request overrides
On Premium and above, you can swap a template for a specific request — useful when a particular client needs custom messaging.
What's not editable
System emails — sign-up confirmation, password reset, billing notifications, and team invitations — are always managed by CompleteLane and cannot be customized.
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