Creating Your Email Notifications


Lime Light CRM offers you a list of email notifications that you can send out from the CRM using your SMTP server, just be aware that these email notifications should only be enabled on your main products, not on your upsells.

These email notifications are:

  • Order Confirmation: gets sent out as soon as the order is placed, you can include fields such as order Id, order total, shipping info, and more
  • Order Refund: gets sent out when a refund is issued on the order, whether it is a partial or a full refund, you can include the amount being refunded
  • RMA/Return Notification: gets sent out when an RMA number is issued on the order, you can include the RMA number
  • Void Notification: gets sent out when the order gets voided, you can include the voided amount
  • Payment Issue Notification: gets sent out after the recurring order gets declined 4 times in a row and the subscription is placed on hold
  • Cancellation Notification: gets sent out when recurring has been manually stopped on the order
  • Shipping Confirmation: gets sent out when the order receives a tracking number on it and gets marked as “Shipped”, you can include tracking number
  • Return Notification: gets sent out when an RMA order has been marked or updated as order return
  • Pending Offline Payment: gets sent out when an offline payment order is processed, and the order is pending receipt of payment
  • Subscription Notification: this notification can be added to subscription products, it gets sent out "x" number of days before the next scheduled billing; you specify the number of days within the template.  You can also specify the payment type for the notification.  For further information on VISA's rule for recurring transactions, please visit the file located at the bottom of the page.


All these emails will be automatically sent out by Lime Light CRM when they get assigned to a product, and any of the above referred actions is applied to an order that contains that product.


Creating your Message Template:

The first step to create an email notification will be to create your message. You will go to Admin > Email Notifications > Message Template and click on “Create Template”. You will see the following pop up:




Lime Light CRM already has a standard template for each type of email notification, so when you select the type of message that you are creating from the drop down menu, the system will actually take you to the default template from the CRM. Then, you will have the opportunity to personalize it based on your preferences, or you can always use the default template that has been provided to you by the system.

message template.png


Please notice that there will be two versions, an HTML version and a Plain Text version, when you personalize your message just make sure you add the same content to both versions. The HTML version counts with a great tool bar to help you create a unique message:



To view the different tokens that you can use on your message, to personalize it based on the order details of each customer, just click on “View Tokens”:



Tpl Tokens

The template represents a single row for a product detail listing. Meaning it will be used and repeated for all products. In order for the template to stay preserved within the wysiwyg (the message editor (*what you see is what you get*)) it will be wrapped in HTML Comment Tags e.g. <!-- template -->. In addition to this, the template needs to be wrapped in the template-row tags e.g. {tpl_product_row} template {tpl_product_row}. Notice the tag at the beginning, before the actual template and at the end, after the template. so the end result is as follows

<!-- {tpl_product_row} template {tpl_product_row} -->

A full working example is below:

   <td class="label" style="width:100%">
      ({tpl_product_id}) {tpl_product_name}</td>
   <td style="border: 0px solid red; text-align: center; width: 50px;">
   <td style="border: 0px solid red; text-align: center; width: 50px;">
   <td style="border: 0px solid red; text-align: center; width: 50px;">


Giro Tokens          

If you are using the Pacnet Gateway and have assigned Giro as a payment type on your campaign, then the following tokens can be used with your email message templates. The tokens can be used with any email message template, but it is intended to be used with the Pending Offline Payment email notification.


Giro account name


Giro account number


Giro bank name


Giro bank address


Giro sort code




Giro Swift code



How to Use the Retry Discount Segment Tokens

If you desire to send an order confirmation notification to your customer which includes the retry discount percentage and amount they received, then you will need to use segment tokens e.g. [###DEFAULT_START###] and [###DEFAULT_END###] to segment your default and retry discount messages.

The example listed below shows you how to properly setup your order confirmation template using the segment tokens. In using the segment tokens, the system will send the default message to those whose customers who are successful on their first attempt, and will send the retry discount message to those customers who are receiving a retry discount based on your settings in the subscription management area of the CRM.



Thank you for purchasing this product!

Here are your details!





Here are the billing details for your retry attempt. We have taken {retrydiscountpct} off of your order for a total discount of {retrydiscountamt}.






Other Tokens

{orderdatetimecustom} - This token can be used to customized your message templates with a date format that is different than the standard US date format. If you are using this token, you will need to send a request to, and include the desired date format you would like to use. 


While you are working on your message and the same is not ready to be used, you should have the Publish field set to No. Once your message is ready to be used, then you will set this field to Yes.

When you are done with your message template, just click “Save” at the bottom of the page.


{gateway_specific_html} - This email event token is used with the Cobre Bem gateway to generate a link to the consumer to download and print their Boleto.


Setting Up your SMTP Mail Server:

This will be your second step to create an email notification. You will go to Email Notifications > SMTP Mail Servers and click on “Add SMTP”.

The SMTP abbreviation stands for Simple Mail Transfer Protocol, which is a protocol for sending email messages from one server to another. It defines a message format and a procedure to route messages through the Internet from  a source to a destination via email.

You must first set up an account with a mail server,  and this mail server will provide you with the SMTP credentials that are needed.

You will be able to use multiple mail servers, or the same mail server for different trigger events.



You will fill out the form with your SMTP Mail Server details, and authenticate the same, so please make sure your mail server is set up to perform SMTP authentication.

If the SMTP profile is not ready to be used, you will set the Publish field to No, once it is all set up and ready to be used then you will change the setting on this field and set it to Yes.

When you are finished setting up your SMTP profile just click “Save” at the bottom of the form.

NOTE:  some SMTP mail servers do not support SMTP authentication; however, most of them will still send out the emails without any problem. We just recommend you to test them first to confirm if they work even without the SMTP authentication or not.





Creating your Trigger Events:

This is the last step of creating your email notifications; here is where you are going to attach your SMTP profile, to your message template and the event type; being the event types: Order Confirmation, Order Refund, RMA/Return Notification, Void Notification, Payment Issue Notification, Cancellation Notification, and Shipping Confirmation.

You will go to Admin >Email Notifications > Trigger Events and click on “Create Event”. Select the SMTP profile by the name you assigned to it, select an event type, assign a name to this event that will help you differentiate it from other similar events, add a brief description, and select a message templates by the name that you have assigned to the template.



While you are working on your trigger event and the same is not ready to be used, you should have the Publish field set to No. Once your trigger event is ready to be used, then you will set this field to Yes.

When you are done with your trigger event, just click “Save” at the bottom of the page.

The system will list your trigger events as shown in the next illustration showing relevant details such as the products that have been associated to each particular trigger event, the user account who created the trigger event, the last update date and the user account who applied the update. Also there will be features available to you as edit, delete or copy the trigger event.





Assigning the Email Notification to your Product:

Now that you have completed all the steps to create your email notifications, you can assign it to your products in the product configuration area.

You will go to Offers & Campaigns > Products, then click on the product you want to edit, or you can add a new product. Once on the Product Update or Create Product page, scroll down to the email notification events area. In order to add an email notification event to your product, just select the type of email notification event you wish to create, and then select the desired trigger event which has your message template and SMTP profile mapped together then click update or save product.





Deleting Message Templates, SMTP Profiles and Trigger Events:

You will not be able to delete any Message Template if it is assigned to a Trigger Event, the same way you will not be able to delete any SMTP Profile if it is assigned to a Trigger Event, and a Trigger Event cannot be deleted if it is assigned to a product.

In order to delete a Message Template and/or SMTP Profile you must go to the Trigger Event that it is assigned to, remove it from there, and assign other Message Template and/or SMTP Profile to the Trigger Event, or delete the Trigger Event completely.

In order to delete a Trigger Event you need to remove it first from any product that has this Trigger Event assigned to it.

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