My emails aren't sending - what is the cause?

There are a number of reasons why emails may not be sending. This will be based on different settings. Below is a checklist you can go through to check that you have the right settings in place to enable your emails to send.

1. Is your email address connected?

If you haven’t connected your email address, it’s disconnected or your credentials are no longer correct, you cannot send emails out. The first thing to do is check that your email is connected / correctly connected. View the guide here.

2. Is your email template turned on?

If your email templates aren’t active, it is not allowed to send out. Please check that your email template is ticked in the settings so that it is allowed to send.

For customer emails: Settings > Survey settings > Email and SMS settings > Automated templates

If you have email versioning enabled, check also that the the lead source / job type dropdown has that lead source or job type ticked in the dropdown.

 

For referrer emails: Referral partners > Email tab

3. Does the job record have a customer email address / correct format?

Another thing to check is that an email address has been added for the customer on the job record. If no email address is present, emails cannot be sent to the customer. You should also check that the email address is in the correct format and has no spaces saved before/after the address.

4. Is the job source a referral partner?

If the job source has been set as a referral partner, check the referral settings that the referral partner belongs to. If you have not ticked certain templates are allowed to be sent to the customer, the emails will not be allowed to send whilst the source is still set as a referral partner from that referral settings group.

Edit these under Referral partners > Settings button > Select the right settings group from the dropdown and edit.

5. Appointment rescheduled email

On the booking pop-up, have you ticked that you want to confirm the change to the customer? This checkbox is provided so if you’re only making an assigned user change or small time change you don’t alert the customer if not required.