Why was my customer not emailed?

Every rule that stops an email reaching a customer, and where to look to see which one applied.

Last updated

What it is#

A customer says they were not told about a visit, or you expected an email to go and cannot find it.

The short answer: the most common reason is that visit emails are switched off. Notify customer of visit by email is off for a new account until you tick it. The other reasons are the customer's own choice, a missing address, a visit that is not confirmed yet, or an email the customer already has.

When to use it#

Use these checks when a customer did not get a visit confirmation, a moved visit email, a cancellation email or any other email you expected.

How to do it#

  1. Open Settings and go to Customer emails. Check that Notify customer of visit by email is ticked. When it is off, visits confirm without an email unless you tick the email yourself on that act. The diary shows "Not emailed: visit emails are off in Settings."
  2. Open the customer's record. Check Send visit emails to this customer. If the line under it says the customer turned it off, they pressed Stop these emails on their page, and visit emails are no longer sent to them.
  3. On the same record, check there is an email address. With none, nothing can be sent. The visit's state line reads Confirmed. Not emailed: the customer has no email address.
  4. Tap the visit on the diary. If it says Pencilled in (not confirmed), it has not been confirmed yet, so no email has gone. The email goes when it confirms. In self mode ("I place visits myself") nothing is confirmed or emailed until you place the visit.
  5. Open the Mailbox and choose Outbox. Find the email. A status of Sent means it left. A status starting "Not sent:" or "Bounced:" gives the reason. See the article on undelivered emails.
  6. If the customer already had the email for that day and the morning or afternoon, a second one is not sent. The diary says "Not emailed: they already hold the email for this day."

What your customer sees#

When nothing is sent, nothing arrives. When an email does go about a visit, it gives the day and the morning or the afternoon, never a clock time.

What happens next#

Once the cause is put right, the next visit that confirms is emailed as normal. If you have just switched visit emails on, the nightly check also emails every confirmed visit inside your confirm window that was never emailed. For anything else, send an email from the Mailbox to tell the customer yourself.

Good to know#

  • A customer who unsubscribed from marketing still gets emails about their visits. Only group marketing emails leave them out.
  • Sample customers, whose addresses end in example.com, never receive email.
  • While your account is paused or closing, nothing is sent to customers or your team. The Outbox shows "Not sent: the business account is not live, so nothing was sent to its customers or team".
  • A visit confirmation could not be emailed because the customer has no email address is off by default in Settings, Notifications. Tick it to be told each time.
  • Archived customers are left out of group emails.

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