Troubleshooting and FAQs
Common Issues and Solutions
Issue: Template not appearing in selection dropdown
Solution:
Verify you have permission to access the template
Check if the template is marked as "Public"
Refresh the page to ensure you're seeing the latest template list
Confirm the template hasn't been deleted
Issue: Template formatting appears differently in sent messages
Solution:
Preview the message before sending
Check formatting in different email clients if possible
Simplify complex formatting that may not render consistently
Use the platform's recommended formatting options
Test templates with sample sends before wide distribution
Issue: Unable to edit an existing template
Solution:
Verify you have the necessary permissions
Check if someone else is currently editing the template
Try refreshing the browser or using a different browser
Consider duplicating the template and creating a new version
Contact an administrator if permission issues persist
Frequently Asked Questions
Q: How many templates can I create?
A: The system allows you to create many templates. However, for practical management, consider consolidating similar templates and archiving those that are rarely used.
Q: What happens to messages if I edit a template after using it?
A: Messages that have already been created or sent using a template will not be affected by subsequent template changes. Templates only provide the initial content; once applied to a message, the content becomes independent of the original template.
Q: Can templates include attachments?
A: Yes, most systems allow you to include standard attachments in email templates. These will be automatically included when the template is applied. However, be mindful of attachment size and remember that recipients may receive the same attachments repeatedly if you use the template frequently.
Q: How do I know which template to use for different situations?
A: Consider implementing these practices:
Use clear, descriptive template names
Add detailed descriptions for each template
Create a template catalog with usage guidelines
Organize templates into logical categories
Q: Can I create templates for specific channels (email, text, app)?
A: Yes, it's recommended to create channel-specific templates that are optimized for each communication method:
Email templates can include rich formatting and detailed content
Text message templates should be brief and direct
App notification templates should be attention-grabbing and concise
When creating a template, consider noting its intended channel in the name or description.
Q: How often should templates be updated?
A: Review and update templates:
When branding or messaging guidelines change
At the start of each school year or term
When new features become available in the platform
If recipients provide feedback about clarity or effectiveness
When contact information or standard policies change
For additional support, contact the Edlio support team through the "Contact Support" option in the footer of the admin dashboard.