How emails to your customers work

When Recoatly emails a customer for you — an estimate, an invoice, a reminder or a campaign — it goes out in your company's name.

Before your first email

Recoatly doesn't send anything to your customers until an owner or administrator has confirmed their email address. Look for the confirmation email Recoatly sent when you signed up and click the link in it.

Sender and replies

• Your company name is the sender name. The email is sent from Recoatly's own sending address, so there's nothing to set up with your email provider.
• When a customer clicks Reply, the reply goes to your company email — the Email in Settings → Company. Make sure it's an inbox you read.
• Your logo (or your company name) sits at the top, and your company name, address, phone number and email are at the bottom.

Make sure replies reach you

1. Go to Settings → Company.
2. Check the Email field. Customer replies go to this address, and it's shown at the bottom of every email.
3. Check your Company name, Phone and Business address, which appear there too.
4. Click Save changes.

Unsubscribes

• Automated emails, like follow-ups and reminders, and marketing campaigns include an unsubscribe link at the bottom.
• When a customer unsubscribes, Recoatly stops sending them automated and marketing emails. "Unsubscribed from automated and marketing emails" appears on their timeline, and their Marketing email status shows Unsubscribed.
• Estimates, invoices and messages you send them yourself still reach them.
• To leave someone out of campaigns and automations yourself, open their record, click Edit and tick Do not contact.

Bounces

If an email bounces because the address doesn't exist, or the customer marks one of your emails as spam, Recoatly stops emailing that address — their Marketing email status shows Email bounced — and tells you why the next time you try. Check the address with the customer and update their record.

Where to find what was sent

Every email Recoatly sends for you is kept in Inbox, in a conversation for that customer. Estimates and invoices you send are also logged on the customer's timeline. Replies from customers come to your own email inbox, not to Recoatly.

Good to know

• If the email service is briefly unavailable, Recoatly tries again automatically.
• Automated emails are sent between 8 AM and 9 PM in your company's time zone.
• Recoatly's own emails to you and your team — confirmations, invitations, password resets, trial reminders — come from Recoatly, not from your company.
• Texting customers from Recoatly is coming soon. Until then, everything goes by email, so make sure each customer has an email address on file.