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Email Questions

Steve M. shared this question 9 years ago
Answered

Question 1) How quick do the automatic emails generate and email to the customer. Do they generate and email immediately? every 15 minutes? 30? etc.


Question 2) I have made active the email that is sent to customer when a manual payment is made on the admin screen. What do you consider the 'admin screen?" Does this automatic email only send out when any of our workers make a payment on this screen or when only the administrator of the account makes the payment. One of our employees processed a payment on Kiefer Elementary School for 5/22/14 event and I checked the log and see that no email went out to this customer, thus why I asked the first question as well.

Best Answer
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1)Auto emails are sent every 30 minutes.


2) The "Customer - Payment Received" email only goes out after you enter a payment on the contract tab of the lead. If your customer makes a payment, they are presented with a receipt and confirmation page. No email is sent. Likewise, if you run a payment for a customer on the contract page, no email is sent unless you send it.

Comments (7)

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1)Auto emails are sent every 30 minutes.


2) The "Customer - Payment Received" email only goes out after you enter a payment on the contract tab of the lead. If your customer makes a payment, they are presented with a receipt and confirmation page. No email is sent. Likewise, if you run a payment for a customer on the contract page, no email is sent unless you send it.

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Today a customer called concerned that they have not received event reminder emails. I checked the log to see that they booked the event and paid within 24 hours 3 weeks prior to the event but read but never signed their contract. Since then only emails went to workers and the auto event reminder emails never delivered. It seems that neither did the payment confirmation. If a customer fails to sign the contract, and we don't notice this failure, does that mean the customer doesn't receive the reminders we automate/

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The event reminders will go out if the status is Contracted or Confirmed (regardless if the contract was signed. The Payment Confirmation will go out when they make a payment regardless of other details.


I'd have to look at this specific lead to know the exact reason, but if the emails don't show up in the log then they weren't sent which could be because the person unsubscribed or had an invalid email address. If they show in the log, but the person says they never got them, then it probably got caught by a spam filter.

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My Event Reminder Email is going out on quotes only. If the customers quotes a few days out from the event date it is sending out the email regardless if contracted or confirmed. Status only Quote. Event ID 651769

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You have the Quote status set such that it thinks there is a contract out. Turn off "Lead has Contract Out to Customer" and it will stop sending for quotes. Be very careful the changes you make to statuses because it can have unintended effects.

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Where do I change this status?

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Under Settings->Statuses you can customize the statuses.

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