The e-mails, SMS and PDF documents the system sends are made from templates. They can be edited in the portal: Telecom X staff edit the master templates (Administration > System > Skabeloner), and a reseller can make its own version of the templates its customers receive and set its branding - logo and colours of the e-mails (Forhandler > Branding og skabeloner). The senders are unchanged; see also sendmail and sendsms.

A template is looked up in this order, the first found is used:

1. the reseller's own version (MessageTemplates, reseller = the reseller)
2. the master template (MessageTemplates, reseller null)

Every template the system sends has a master version. It can be changed, or an older version loaded from its history, but not deleted. A template that is new in the system has no master version until it is written in the editor: List marks it with masterMissing, and Get returns template null, so the editor opens it empty. Its messages are not sent before the master is saved - a reseller's customers get them if the reseller has made its own version.

A template that does not exist in English is sent in Danish. Reverting a reseller's version makes the master apply again; every replaced or reverted version is kept (MessageTemplateRevisions, 50 per template). Edits reach every API process within a minute.

Passwords, pin codes, passkey links and reset links sent to Telecom X staff (RESELLER_ADMIN and ADMIN employees) always use the master template and layout, with their reseller's branding - see Secrets.

Most e-mail templates are a body (an HTML fragment) that is wrapped in the layout (key _layout), which holds <head>, the styles, the logo and %content% where the body goes. A style change is then made once, in the layout. A template that is a full HTML document (starting with <!DOCTYPE or <html>) is used as it is, without the layout.

The layout gets the reseller's branding (ResellerBrandings) as variables:

E-mail and SMS templates use %name% placeholders, PDF templates {name} (or { name }). The variables a template can use are the ones the system gives it (listed by Get, with example values). Values are put in in one pass, so a value containing %other% comes out literally; a placeholder without a value is removed. In an SMS, a value with HTML in it (a tag, comment or entity - e.g. %messageLine%, which is a paragraph in the e-mail) is put in as plain text.

A PDF template is a complete HTML document, made into an A4 PDF each time the document is needed.

Images must be on the image server - upload them with Images. Other addresses are not fetched, and JavaScript does not run. In the power of attorney, the part between {numbers} and {/numbers} is repeated for each number, and qrcode.png is the QR code made for each document. The invoice's { products } are table rows made by the system. Values typed by customers are HTML-escaped. PDF templates can be previewed, but not sent as a test.

Every request has an optional query parameter reseller: without it the request is about the master templates, with it about that reseller's own versions and branding.

Templates sent to the reseller itself, to other operators or internally (PlayMaker) have no reseller version.

Templates carrying a password, pin code or login link may be styled by resellers, but must keep to the rules for secrets: newEmployee, employeePasswordReset, employeePasswordResetLink, employeeHackedEmailLogin, iptvHackedEmailLogin, employeePasskeyEnrollLink, employeePinCodeReset, guestInvite, portingPOA (e-mail), and employeePasskeyEnrollLink, employeePinCodeReset, guestInvite (SMS).