How do I customize an email that gets sent from IdentityNow?

How do I customize an email that gets sent from IdentityNow?

You can configure the emails that IdentityNow sends to your users in the Email Templates interface. To see a list of available templates, see IdentityNow Email Template Details



Editing an Email Template

The process of making changes to an email template is described below.


Complete the following steps:

1. From the Admin interface, go to Global > Email Templates.

2. Select the email template you wish to edit.

You will see fields for Reply To, Subject, and Body.


  • You can also change the From address that appears in the generated emails. See Setting the From Address for details.

  • The variable {$PRODUCT_NAME} will be replaced with the text you choose as the product name for users in each brand.

3. Edit any of the fields displayed here to meet the needs of your organization.


  • Your edited email must include both a subject and a body.

  • For instructions on the email's contents, see Editing the Email Body​.

4. Click Save.

The emails are sent automatically when the criteria for the emails is met.

email templates.png


Setting the 'Reply To' Address

When you edit the Reply-To field of an email template, you are changing the actual address that appears in the To field when a user replies to an email.


For example, the image on the right shows what an email would look like if you do not change the default Reply To address.
no reply to.png

However, even if you do change the Reply To address, "" appears in the From address, shown on the right, unless you request a change. For instructions, see Setting the 'From' Address.

no reply email.png


Editing the Email Body

You have the following options for editing the body of the email:

  • Text Editing - From the standard view of the Body text box, you can change the words on the page. You can also apply formatting using the various icons and drop-down menus above the text box.

  • Source/HTML Editing - To edit the HTML, click the Source Edit icon on the far right side of the text editor.

  • Adding and Removing Variables - Review the variables available to each template from IdentityNow Email Template Details​.



  • Many of these templates use Velocity scripting and variables. SailPoint recommends that you have a strong background with the Velocity script engine if you want to edit templates. See Apache Velocity - Velocity User Guide for more information. Otherwise, you should be careful to edit only the text in the email.

  • You are responsible for ensuring that your email renders correctly in your users' email inboxes. Making significant changes to the email templates might disrupt the formatting of the email or prevent it from being sent at all. To anticipate and resolve any problems, you can test email templates before sending them.

  • If the email template includes a table, you’ll be unable to use the WYSIWYG editor to modify it and see what the template will look like. You can still edit the HTML source for the template, however. If you are not comfortable editing the HTML source and prefer to use the WYSIWYG editor, you can remove any <table> references from the template and format the information without using a table.


Using Images in Email Templates

You can insert an image into an email template.


  • A strong background in Velocity scripting, variable usage, and HTML editing
  • A URL for the hosted image


Complete the following steps:

1. Go to Global > Email Templates.


2. Click on the template you want to add an image to.


The example that follows uses the User Invitation template with the Invitation Type drop down list set to Custom.


3. Find the portion or portions of the email that you want to add the image to.

Because the Velocity scripting in the email often includes a variety of conditional content based on system and user behavior, you might to add the image to anywhere from 1 to 4 - or in rare cases 5 or more - separate sections of the source content.

email image.png

4. Identify a hosted image reference.

Best Practice: While this can be any external image that is already on a website, SailPoint recommends using the logo you uploaded in System Customizations, as described in How can I configure the logo and icon that appear on the IdentityNow site?

To use this logo, right-click the logo in the top left corner of your IdentityNow site and choose Copy image address to copy the URL.


5. In the email template, use tagging similar to the following:


<div><p style="text-align:right"><img src="{URL}" width="100" height="80"></p></div>


where {URL} is the URL from step 4 above.


For example: <div><p style="text-align:right"><img src="https://sppcbu-images-<zone>.s3.<host><org>/bfcc431294cc55836ea55eb28d05..." width="100" height="80"></p></div>


In the example on the right, a hosted image has been added at the top of the page above the text.

email image2.png


  • As shown in the example, you can use the HTML for an image directly in the standard text box.
  • This includes the ability to use a custom IdentityNow logo, if your site uses one. Simply right-click the logo in the top right corner of your Launchpad and copy the image address. The exact menu label depends on the browser. Some versions include Copy Image Location or Copy image address.


5. Click Save.


6. Test the email to verify that your changes have been applied. For details, see How can I preview what the email I've edited looks like before I send it to my users?


Base 64 Encoded Files

If you have experience with base-64 encoding, you can also embed base-64 encoded file for the src instead of referencing a URL. For example <img src="data&colon;image/jpeg;base64,/9j/4S/+RXhpZgAATU0AKgAA....etc>.  Be aware that embedding an image increases the overall size of your email message, depending on the size of your image.  Many email servers will block email messages larger than a particular size (ex. 2 MB).  To lessen the chance of a bounced email when using embedded images, scale your image down to the same size as your desired height and width settings first, then base-64 encode the scaled image.


Setting the 'From' Address

You can assign a different email address to appear in the 'From' field of emails sent by IdentityNow, based on the brand the recipient is a part of. All emails sent to users in that brand will display that address as their 'From' address.



  • Changing the value of the 'From' address for your org also changes the reply-to address on the backend. However, this change is not reflected in the Reply To field on each email template. You can edit the Reply To field to reflect the 'From' address using the steps in Setting the Reply To Address.

  • You can assign up to 10 'From' addresses for each of your orgs.

  • Using the steps below, you can configure an email address as a 'From' address for exactly one org. If you need to reuse the same email address on a different org, such as a staging org, contact SailPoint Support.

  • 'From:' addresses are case sensitive.



  • Create or designate one or more valid, working email addresses to use as 'From' addresses.


Complete the following steps:

1. Sign in to IdentityNow and go to the Admin interface.

2. Go to Global > System Settings.

The Branding page is displayed.

3. Scroll to 'From:' Address.

4. To add a new email address to the list on the right:

a. Click New.

b. Add a new email address to the list and click Create.

IMPORTANT: This email address is case sensitive. Enter the email address exactly as it appears in your email settings.

c. Check that email address. You will receive an email from AWS to confirm that you own that email address. Click the link in that email within 24 hours.

This email address will now appear in the drop-down list when you're selecting a 'From' address for emails sent to users in that brand. 

5. In IdentityNow, click the drop-down arrow and choose the email address you want to use as the 'From' address for that brand.

Click Save.


  • You can remove a 'From' address from your org by clicking the X icon beside it in the list.
  • If the X icon beside an email address is disabled, the 'From' address is in use in one or more of your brands. Choose another email for those brands and try again.
from address dropdown.png


Stopping Automated Emails

You have the following options for stopping automated emails:

  • Add one of the following keywords to the Subject field of any email template:
    • #stop
    • no_send
    • stop
stop email.png


For more information, see:

Labels (1)
Version history
Last update:
‎Feb 04, 2021 12:30 PM
Updated by: