Customizing Email Templates
You can customize the automated emails Hi.Events sends to attendees — order confirmations, ticket deliveries, and more — to match your brand and include event-specific details.
How to Get There
Email templates can be customized at two levels:
- Organizer level — from your organizer dashboard, click Settings in the left sidebar (under Manage), then Email Templates. These apply to all of the organizer’s events by default
- Event level — open your event, click Event Settings in the left sidebar (under Setup & Design), then Email & Templates. These override the organizer templates for that event only
Before you can create or edit templates you must verify your account email and connect a Stripe account. Until then the buttons are disabled, and a Connect Stripe button is shown above the templates.
Available Templates
- Order Confirmation — sent to the buyer when they place an order
- Attendee Ticket — sent to each attendee with their ticket details and a link to their ticket
- Date Cancellation — sent to attendees when a date of a recurring event is cancelled
Date Cancellation is always available at organizer level, but at event level it only appears for recurring events.
How Ticket Emails Are Grouped
With the default Hi.Events ticket email, tickets are grouped by email address. When one order has several tickets for the same address, that address gets a single Your Tickets for email with a View Ticket button for each ticket, and one calendar file with an entry for each date. If you collect attendee details per order, every attendee has the buyer’s email, so the buyer gets all their tickets in one email.
Once you turn on a custom Attendee Ticket template, at organizer or event level, each ticket is sent as its own email using your template.
Lineup in Emails
If your event page shows a lineup or schedule, the default order confirmation and ticket emails include a short lineup section with a link to the full schedule. A new custom template starts with this section already in its text. If your template doesn’t have it, for example one you made earlier, add it with the lineup tokens from the token menu: {{ lineup.heading }}, {{ lineup.names | join: ", " }}, the lineup.slots loop for key times, and {{ lineup.url }}. These are available in the Order Confirmation and Attendee Ticket templates.
Editing a Template
- Click Create Custom Template on the template you want to customize, or the edit icon on one you’ve already made. A new template starts from the Hi.Events default wording
- Set the Subject (required)
- Edit the Email Body using the rich text editor
- Insert tokens for dynamic data using the
{ }(Insert Liquid Token) button in the toolbar, for example{{ event.title }} - Set the Button Label under Call-to-Action Button (required). The button’s link is set automatically: the order page for Order Confirmation, the ticket page for Attendee Ticket, and the event page for Date Cancellation
- Use the Preview tab to see how the email will look
- Leave Template Active on so the template is used
- Click Save Template
The token menu in the editor lists every available token with a description and an example value — always insert tokens from that menu. Malformed token syntax will show an error when you save, but a well-formed token that isn’t on the list saves without complaint and simply renders as blank in the sent email, so double-check token names against the menu.
Removing a Customization
Each template you save is an override. Deleting it (the bin icon) reverts that email to the organizer template (at event level) or to the Hi.Events default. Turning Template Active off has the same effect while keeping your wording for later.
Tips
- Keep emails concise — attendees scan for essential information
- Always preview before saving to catch formatting issues
- Event-level templates override organizer-level defaults for that specific event
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