How to Configure Email Communications
Know exactly which emails MonuDesk sends your customers, what name they arrive under, and how to switch them off per order or per contact.
Written By Dennis Rodin
Last updated 7 days ago
MonuDesk emails your customers automatically at the key moments in an order. This article explains when those emails go out and how to control them.
Note: Customer emails are controlled per order and per stage, as described below.
When MonuDesk emails your customers
MonuDesk emails your customer automatically at the moments that matter: when you create their order and share the portal, and when their order needs their attention.
That last one is automatic. When you move an order into a stage that has Action Required turned on, MonuDesk emails the customer a short note with a button to open their portal, so they know to take the next step such as approving a drawing or paying the balance. The order needs a customer email on file, and the email sends once per stage so nobody is double-emailed for the same step.
You can also email a customer when you generate a document on their order. The generate popup has a Notify the customer checkbox: tick it and the customer is emailed a link to view the document. When a document generates without a popup, a small prompt at the bottom left offers the same choice for a few moments. The email goes out only when you choose it.
Turning emails off for a specific order
To stop emails for a specific order, go to the last step of the New Quote and turn off Send the customer portal to the customer before you save. With that off, the customer is not emailed the portal link for that order.
One thing to know: even when the portal is shared, a customer is emailed whenever their order reaches a stage that has Action Required turned on. So if a contact is getting emails you did not expect, check both this per-order toggle and which of your stages have Action Required enabled.
Where a customer's reply goes
When a customer hits Reply on one of these emails, it goes to the team member assigned to that order. That applies to all three automatic emails: the one that shares the customer portal, the Action Required stage email, and the balance reminder.
If nobody is assigned to the order, replies go to the email address on the order's office instead, and to your company email if that office has none. So when replies are landing in the wrong inbox, check who the order is assigned to first.
Learn more: How to Assign an Order to a Team Member
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