How is the customized layout the thing actually sent to the customer?

The customized layout is what's actually sent — when an event fires, the system uses the admin's edited template to compose the email the customer receives. There's no separate hidden default that overrides your edits; what you author in the template section is what goes out. This guarantees the business's branding and wording reach the customer, making the template editor a real control…

The customized layout is what's actually sent — when an event fires, the system uses the admin's edited template to compose the email the customer receives. There's no separate hidden default that overrides your edits; what you author in the template section is what goes out. This guarantees the business's branding and wording reach the customer, making the template editor a real control over live communications, not a cosmetic preview.