How to customise the panel's email templates
You can rewrite any of the emails counsel receives. The editing itself is straightforward; the part worth reading before you start is which mediators your edit will actually reach.
Before you begin
Know which of the two scopes you want. The dropdown at the top right of the page switches between them and they behave differently:
- Case Manager (me) — your panel's wording, shared across your mediators
- A named mediator — that one mediator's own wording, which you're editing on
their behalf
1Open CM Email Templates and choose the scope
Leave the dropdown on Case Manager (me) to edit your panel's version. The subtitle under the page title changes to tell you which scope you're in.
2Click Edit on the template you want
The editor opens with the current subject and body. A merge tag sidebar lists the tags that template accepts — {{caseTitle}}, {{mediatorName}}, {{dateAndTime}} and so on — and inserts them at the cursor.
3Send yourself a test
Send Test Email is pre-filled with your own address. Send one before you save anything you care about; merge tags render against sample data so you see the shape of the finished email.
4Save
The badge on the list flips from Default to Customized. Reset to Default appears on customised templates and puts Scale's original wording back.
Which version a party actually receives
This is the part that catches people. When an email is about to send, Scale picks the wording in this order and stops at the first one it finds:
1. The mediator's template for that email, tied to a specific corporate code 2. The mediator's general template for that email 3. Your case manager template 4. Scale's platform default
The mediator wins. If Renee Castellano has written her own Payment Reminder, your version of Payment Reminder will not be used on her cases, however many times you edit it — and nothing on your screen tells you so.
The fix: switch the dropdown to that mediator and edit her template instead. That's exactly what mediator scope is for.
Whose name it arrives from
Separately from the wording, there's a per-panel setting that decides whether your mediators' emails go out under your identity: your name in the From line and your address in Reply-To, using the case-manager-branded default wording rather than the mediator-branded one.
It's off unless Scale Mediation has switched it on for your panel, and it's set for the whole panel rather than per mediator. NewCo has it off — which is why every template on the list above reads Default and why the emails arrive from the mediator. Nikki Safavi's panel has it on.
If you want counsel replying to you rather than to the mediator, ask Scale Mediation to turn it on. Removing a template or rewriting one won't achieve it on its own.