MSP and Client Admins can create and customize the system emails Hatz sends to users, including:
Initial user invitations
Password reset emails
One-time passcode (OTP) emails
This lets you align messages with your branding and add any important instructions or links, while keeping all required security elements intact.
Who can use custom email templates?
Custom email templates are available to:
MSP Admins
Client Admins
End users cannot edit global templates for invitations, password resets, or OTP emails.
If you believe you should have access but don’t see any email template options, contact your MSP owner, internal IT/admin team, or Hatz account manager.
What you can customize
You can customize:
Subject line
Example: “Welcome to Hatz” → “Welcome to Hatz at [Your Company Name]”
Body content
Introductory text and greeting
Tone and voice (formal, friendly, etc.)
Additional instructions (e.g. “Use your company email when logging in.”)
Links to internal or external resources (e.g. “Getting Started” guides, security policies, or your support portal)
Branding and context around system content
Add a short note before or after the system-generated parts of the email
Provide context like “If you did not request this, contact our IT team immediately.”
Important: Certain elements must remain in each template so that the email can function correctly, such as:
The invitation link for existing tenants
The password reset link
The one‑time passcode (OTP)
Do not remove or rename any required placeholders or system variables. If you are unsure what is required, check the docs or contact Support before saving changes.
Types of templates you can manage
1. Initial user invitation emails
These are sent when you or your team invite a new user to Hatz (or to a managed Hatz environment).
You might want to:
Add a short welcome message from your company or MSP
Link to onboarding material, like a “Start here” guide
Explain what Hatz is and why the user is receiving this email
Include internal support contact details
2. Password reset emails
These are sent when a user requests a password reset.
You might want to:
Add guidance on creating strong passwords or using a password manager
Provide instructions if the user didn’t request a reset (e.g. “Contact IT immediately.”)
Clarify how long the reset link is valid (if that information is provided by the system)
3. One-time passcode (OTP) emails
These are used for sign-in flows or security checks that rely on a one-time code.
You might want to:
Clarify that the code should never be shared with anyone
Provide simple instructions if the user didn’t start the login attempt
Add your security contact information
Using AI to edit email templates
When editing a template, you can use AI to quickly adjust the content while keeping the technical pieces in place.
Typical ways to use AI here include:
Rewriting copy to match your brand voice
“Make this more friendly and conversational.”
“Make this more formal and professional for enterprise users.”
Changing length
“Shorten this invitation email to 2–3 sentences.”
“Expand this OTP email with one brief security reminder.”
Adjusting clarity and reading level
“Rewrite this at an 8th-grade reading level.”
“Clarify the steps the user needs to take in simple language.”
When using AI to edit templates, always double-check that:
The reset link, invitation link, or OTP code placeholder is still present
Any required variables are unchanged
You haven’t added sensitive internal details you wouldn’t want forwarded or shared
Where to manage email templates
Admin -> Settings -> Email Templates
Workspace -> Email Templates
Best practices for custom email templates
Keep security messages clear
Clearly tell users not to share OTPs or reset links with anyone.
Remind users what to do if they did not request the email.
Avoid including sensitive internal details (e.g. internal system names or secret URLs) that aren’t necessary.
Match your organization’s brand and tone
Use your organization name consistently so users recognize the email.
Use the same greeting and signature style across all templates.
Consider adding your logo or standard email signature if supported.
Test before rolling out widely
Send a test invitation, password reset, and OTP to a non-production or test account.
Confirm:
Links work correctly
Codes display as expected
The email isn’t confusing or misleading
Ask a colleague to review for clarity and typos.
FAQs
Can end users customize these emails for themselves?
No. These templates are global for your organization and can only be edited by MSP Admins and Client Admins.
Can I have different templates for different clients or groups?
No, email templates are tenant-wide.
Why did my changes break a link or code in the email?
If a link no longer works or a code doesn’t appear:
You may have:
Removed a required placeholder
Renamed a system variable
Moved content into a part of the template where it doesn’t render correctly
Next steps:
Compare your customized version with the default template (if you have a copy or can reset to default).
Restore or reinsert any missing placeholders exactly as documented.
If you’re unsure which placeholders are required, contact Support before experimenting further.
For both MSP Admins and Client Admins, resetting passwords and sending emails from the platform is an important part of your role. When you do that, the user receives an email. You can change how those emails look in a few steps.
At the bottom of the page, there's an option to use AI to help you rewrite the HTML.
You can tell it to change aspects of the email template. The AI will rewrite the relevant parts of the HTML and reflect the changes in the display on the right. You can even send yourself a test email to make sure the changes are correct.