Branding & messages

Your customers see your brand, not kurnl’s: in their customer portal, on its sign-in page and in every e-mail. You set the look under Settings → ISP Profile, tab Branding, and the words under Configurations → Message Templates. Only your admin can change the branding; your other staff see it read-only.

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Your brand

The Branding tab has three areas — Brand kit, Customer portal and Emails — and a live preview that follows your changes before you save.

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Brand kit

The brand kit is shared by the portal and your e-mails unless you give one of them its own logo or colour.

• Logo — Upload a PNG, JPEG or WebP file of up to 2 MB (SVG is not accepted).
• Brand colour — links, accents and your listings on the kurnl marketplace. Tick Use my brand colour on my marketplace listings to use it there.
• Button & hero colour — primary buttons and the dark panels on the sign-in page.

Press Save brand kit. The card Where your brand kit is used shows whether the portal and the e-mails follow the kit or use something of their own.

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Customer portal

• Logo and Colour — keep the brand kit’s, or choose Different logo / Different colour for the portal only. A logo upload takes effect at once.
• Body font and Heading font — Platform default or one of the listed families. You can also upload your own font as a .woff2 file (up to 1 MB, the regular weight; bold is derived from it); it overrides the family picked above.
• Portal domain — the address of your customer portal, if you have your own (for example my.yourisp.ca). It is set by kurnl: ask your kurnl contact to add or change it. Preview sign-in ↗ opens its sign-in page.

Press Save portal branding. Below it, Portal images:

• Browser tab icon — PNG or ICO, up to 1 MB; 512 × 512 px is recommended.
• Plan icon — shown on every plan in the customer portal; without one, the plan’s initials are shown. PNG, JPEG or WebP, up to 1 MB, square.
• Sign-in hero image — the left half of your sign-in page. PNG, JPEG or WebP, up to 5 MB; upload a finished image.

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Emails

• Logo — the brand kit’s or a different one. It is shown on your header colour.
• Header colour and Button colour — the button follows the header colour unless you choose Different.
• Font — Standard (Arial) or System fonts, which shows each reader’s own device font: San Francisco on Apple devices, Segoe UI on Windows, Roboto on Android. Desktop Outlook always shows Arial.
• Footer line — your business address or legal line, under every e-mail. Required before you can send a marketing campaign.

Press Save email branding; it applies to every customer e-mail. The card Email variables lists the profile values your messages can insert: {support_email} and {provider_phone} come from the Details tab (Edit takes you there); {help_link} (your portal’s Support page) and {grace_period_days} are set by kurnl.

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Links & support

The tab Links & support holds the links your customers follow out of the portal, and the support options on its Support page. Press Save links; an empty field always means kurnl’s default.

• Terms of Service URL and Privacy Policy URL — linked from the consent text on your marketplace checkout and from the footer of your branded sign-in page. Empty: kurnl’s documents.
• Support URL — your own help centre, linked from the portal’s footer and Help page. Empty: no link.
• Support channels — the Talk to us tiles on the Support page: a Booking link (your scheduling page, opened inside the portal) and the Retell public key and Retell chat agent ID for your chat agent. Call us uses the Contact Phone on the Details tab. Each tile appears only once it is set up.
• Support page — Start here — the three tiles at the top of the Support page: Billing link, Connection help link and Setup guides link. Empty, a tile opens the portal’s own page (Invoices, the connection first-aid steps, the Help page); with a link it opens your page in a new tab.

Every link must start with https:// (or http://).

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Plan details

Customers open Learn more on any of your plans — in the marketplace by clicking the plan card, in the customer portal under each plan on Edit plan. The window shows the plan’s own speed, price and setup fee, and the facts you enter on the tab Plan details: the router, the charge for equipment that is not returned, the notice to cancel, the device return policy and your human support hours. Each is short text shown exactly as you type it; leave a field empty to hide its row. The support channels in that window follow the channels you have set up: Phone with a Contact Phone, Email with a Contact Email, Chat with both Retell values.

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Message templates

Every e-mail and text your customers receive is a template you can edit — or replace with your own. To send different versions of one e-mail to different customers — by installation, building, plan or tag — see Automations and templates — how they work together. The Customer placeholders are {customer_name} (full name), {customer_first_name} and {customer_last_name}. Every template kurnl ships greets by first name (Hi {customer_first_name},). A greeting whose name comes out empty reads “Hello,” (“Guten Tag,” in German), in e-mails and texts alike. A greeting without name placeholders stays as you wrote it.

• A template belongs to one event (an invoice is issued, a payment fails, a line goes live, …) and one channel, E-mail or SMS.
• The active template of an event is what that event sends. One event never sends more than one e-mail or one text. Activating a template switches the event’s previous one off.
• Security templates — password reset, login and identity codes, changes of the sign-in address or the billing contact e-mail — are always sent and cannot be switched off.
• Anonymous lines are lines a partner sold through its own checkout. They have no customer account and no portal. kurnl mails them at the line’s contact e-mail, in three cases. Service mails — outage, service restored, router shipped, ticket received, and the technician booking mails — are always sent. Billing, payment and account mails, and every security mail, are never sent. Lifecycle mails — order received, welcome, plan changed, cancellation and its withdrawal, reactivation, service deactivated, visit completed — are sent only when you switch on Also send for anonymous lines in that template. Check that the wording makes sense without a portal first. Mails for your own team are not affected. The greeting uses the name from the installation booking.

The list shows each template’s event, sender and status, with filters for event, sender and status. Switch a template on or off in the list. Switching off the last template of a billing event (invoice, credit note, refund sent, payment failed, payment reminder, grace reminder) asks you to confirm: your customers would stop hearing about it.

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Write a template

Open a template, or press + New template: pick the channel and the event first — the event decides which placeholders exist and cannot change later. You can start blank or from a copy of another template for the same event. For an e-mail you set:

• Name — how the template is listed and picked in automations.
• Intended for — any line type, or first, second or third line. It decides which buttons and placeholders the template offers.
• From address — the address the e-mail is sent from. Pick one of the suggestions or type your own: any address on a domain you authenticated in SendGrid works, or one of your verified senders (see Email sending). Make sure replies to that address reach someone. Left as it is, the template follows the role default you set under Email sending.
• Subject line, Greeting, Body and Closing. Greeting and closing are plain text; the body is formatted: headings, emphasis, lists, links, buttons (+ Button) and kurnl’s data blocks (+ Kurnl block…), such as the invoice table or the plan change table.
• Placeholders — click one in Available placeholders to insert it. They are grouped by what they describe (provider, customer, subscription, invoice, …); a group the event cannot fill is greyed out.
• Attachments — your Service Agreement and policies from Configurations → Legal Documents, and the customer’s Invoice, attached to every e-mail the template sends. On the invoice e-mails (invoice created, payment received, payment failed, payment reminder) the Invoice is that e-mail’s own invoice; on any other e-mail it is the customer’s latest invoice. It needs an e-mail that is sent for a subscription. Test e-mails don’t include an invoice.

A text (SMS) has one Message of up to 640 characters; the counter shows how many SMS segments it takes. Refresh preview shows the e-mail with your real profile values and sample data for the rest; Send test e-mails it to you. Restore Kurnl recommendation puts kurnl’s suggested body back on a template kurnl provided (subject, greeting and closing stay). Press Save. Some e-mails carry a button kurnl recommends — the Pay button on billing e-mails, the Set-up button on the order, welcome and invitation e-mails. If you remove it or point your button somewhere else, the editor reminds you and Save asks you to confirm. Your own button stays as it is; you can save without kurnl’s.

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What sends which message

Each lifecycle event sends its active template through a default rule in Automations: order received, welcome, payment link, balance payment link, invoice, credit note, refund sent, payment received, payment reminder, payment failed, grace-period reminder, plan changed, cancellation and its withdrawal, reactivation, service deactivated, service interrupted and restored, checkout reminder, ticket received, portal and authorized-user set-up links, technician booking and confirmation, router shipped. The credit note e-mail goes out for a refund and when you Apply Credit on the customer page. Refund sent goes out when you pay a refund out from Billing → Refunds (Mark as paid out, or Retry via Stripe to the card). Payment received goes out when you Mark paid or Retry payment an invoice (see Billing); the monthly card charge, its automatic retries and a payment the customer makes in their portal send no receipt. A payment the customer makes through Send payment link on their Billing tab sends it too, once per invoice settled. Every e-mail a customer was sent shows in their Activity tab; for 90 days most can be sent again from there with Resend, which uses the template as it reads today. Security e-mails (password reset, sign-in codes) are listed without Resend: their codes and links expire. For an anonymous line the same templates apply, with the three cases above: service mails always, lifecycle mails only where you switched them on, billing and account mails never. Texts need your SMS settings (see SMS (Twilio)) and a customer who chose SMS or Both for that kind of message in their portal (Settings → Notifications: billing and payments, security, outages, support tickets). Out of the box kurnl texts the billing, outage and ticket events that have an active SMS template to those customers — one text per event, next to the e-mail when they chose Both, instead of it when they chose SMS. The notices about a changed sign-in address or billing contact also go by text when the customer chose Both for security. Marketing is never texted. Any other text needs a rule of your own in Automations.