Email & Communication

Send Center

Email customers from one workspace with templates, signing links and payment links, and see what was sent.

The Send Center is where staff email a customer about an estimate. Click Open Send Center in the estimate's Emails & Invoices box, or on the lead page once the lead has an estimate. It opens in a new browser tab with three steps on the left and a live Customer Preview on the right.

1. Customer

  • Send to — the customer's email is filled in. When the move has more than one contact (origin and destination, for example), pick the right one, or type a different address. A switch can send a copy to the second contact as well.
  • Sending from — shows the mailbox this email will leave from. You don't pick it here. It is the first of these that exists: your own connected email, your work address through your company's Microsoft 365 app, your department's company sender, or the company default sender. A shared company address you choose in My Profile → Email Sending is used ahead of all of them. "No verified sender configured" means nothing can be sent until a sender is set up; see Email Integrations.
  • Sender signature — adds your signature to the message.

2. Template

Start from Free Message (a blank message) or pick a saved template. Templates are grouped by department: Sales Templates, Customer Service Templates, Operations / Dispatch Templates, Billing Templates and General / Company-Wide Templates. You only see the departments your account is allowed to use.

Templates are built in Settings → Communications → Email Templates, and their merge keywords fill in from the estimate. A template that carries a customer link turns that button on for you, and the standard Bill of Lading template switches the email to a Bill of Lading send.

Edit the Subject and Message, then choose the Customer buttons the email carries:

  • Estimate Proposal — proposal review and signature. It is not ticked until you (or a template that needs it) turn it on.
  • Bill of Lading — the BOL signing page. The BOL PDF is attached to the email as well.
  • Storage Agreement — storage agreement signature. Only dispatch, customer service and admins can send it.
  • Payment Link — pick the Payment Type (Pickup Payment, Delivery Payment, Storage Payment or Other Payment) and enter the Amount. The customer can authorize less than that amount, never more. Deposits are collected from the estimate proposal, not here.
  • Gallery and Review Link — set up under Settings → Marketing Tools.

Preview, then send

The Customer Preview shows the layout and buttons the customer will get, with placeholder links. Real signing and payment links are created only when you click Send Email, or Create & Copy Link to text the link yourself, so previewing never issues a live link.

Every link has its own expiry. Under each signing button the email says Valid until that date and time, followed by your office phone number for after that. An estimate proposal link lasts 7 days. Sending again gives the customer a fresh link, and earlier links keep working until they expire.

A customer who opens an expired link sees a page that says so, with your office phone and a Call button, and their rep's name with an Email button. The rep gets an alert in their notifications.

After sending

Every email the app sends is listed on the lead's Email History tab, with when it was sent, opened and clicked. Click one to see the exact copy that went out. Its customer buttons open the staff view of the same document in a new tab, never the customer's own link. An email that bounced shows Bounced with the reason; see Email Integrations for bounce alerts.

For a short ready-made email, use Quick email on the Email History tab, or tick leads in a list and use Quick email to send to several at once. Only an administrator can change the Quick Email wording.

Requirements

  • Sending needs a working sender. See Email Integrations.
  • If your company's setup checklist is incomplete, estimate links stay blocked ("Company setup is incomplete") until it is finished.
  • With the Block Send Estimates restriction, the Send Center still opens, but sending is refused with a message.