Overview
This guide shows how to make the Summarized Statement and Detailed Statement emails sent from the Patient Balance screen use your own branding, by matching the exact template titles the CRM looks for and keeping the required transaction data block.
Prerequisites
Before you begin, make sure you have:
Admin access to Settings → CRM Settings → Email Templates.
At least one email template created under the Transactions module for each statement type (Summary and Detailed).
An active patient record with a balance to use for test sends.
Why Custom Statement Templates May Not Appear
When you send a statement from the Patient Balance screen using Send Summarized Statement or Send Detailed Statement, the CRM does not look up templates by template ID. Instead, it looks for templates by exact title. If the title does not match exactly, the system falls back to sending a generic system-generated layout.
The two required exact titles are:
Summary Invoice Template — used when sending a Summarized Statement.
Detailed Invoice Template — used when sending a Detailed Statement.
Additionally, both templates must contain the transaction data block ([LOOP_START_...] / [LOOP_END_...]). If this block is missing, the system cannot populate charges, balances, and totals — and will again fall back to the generic layout.
Steps
Navigate to Email Templates: Go to Settings → CRM Settings → Email Templates.
Locate your custom statement templates: Find the templates you created for the Summarized Statement and Detailed Statement.
Rename the Summarized Statement template: Open the template, edit the title so it reads exactly Summary Invoice Template (no extra spaces, no alternate capitalization). Confirm the Module is set to Transactions. Save the template.
Rename the Detailed Statement template: Open the template, edit the title so it reads exactly Detailed Invoice Template. Confirm the Module is set to Transactions. Save the template.
Restore the LOOP block in each template: Open each renamed template in Edit mode and click Reset to default template. This restores the required
[LOOP_START_...]/[LOOP_END_...]transaction data block that the system uses to populate charges and totals. Do not delete or modify the content inside this LOOP section.
Add your custom branding around the LOOP block: With the LOOP block in place, customize the area around it — add your logo, header, footer, custom text, colors, and any other branding. Keep the
[LOOP_START_...]to[LOOP_END_...]section intact.Save both templates.
Send a test statement: Navigate to a test patient record with an active balance. Click the balance icon and choose Send Summarized Statement or Send Detailed Statement. Check the received email to confirm your custom template is rendering correctly.
Result
After completing these steps, sending a Summarized Statement or Detailed Statement from the Patient Balance screen will use your custom-branded templates instead of the generic system fallback. The transaction data (charges, balances, totals) will be populated automatically inside the LOOP block, and your branding will appear around it.
Important Notes
Template titles must match exactly. The CRM looks up statement templates by title, not by template ID. If the title is even slightly different — different capitalization, extra words, or extra spaces — the system will ignore the template and send the generic fallback layout instead.
Do not delete the LOOP block. The [LOOP_START_...] / [LOOP_END_...] section is required for the system to populate transaction data. Deleting or modifying this block will cause the statement to send without charge and balance details. If you accidentally remove it, click Reset to default template in the template editor to restore it, then re-apply your branding around it.
The statement document layout is partially system-generated. The overall structure of the statement (transaction table, payment button, balance section) is generated by the system. You can customize the content, branding, and messaging within the email template — including the area around the LOOP block — but the core statement document structure is not fully redesignable from the template editor.
⚠️ Do not delete the default system templates. The Summary Invoice Template and Detailed Invoice Template are the templates the system maps to. If these are deleted, the system falls back to a generic layout with no way to recover without support assistance. Edit these templates directly to apply your custom branding rather than creating separate template records.