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Understanding System-Generated Emails

Your CRM platform automatically sends a variety of email notifications. This guide provides a complete list of all outgoing system emails, explains what triggers them, and details how you can disable them where possible. These emails are organized by their scope: those sent for individual sub-accounts or locations, and those sent at the agency level.

Sub-Account / Location Level Emails

These emails are tied to specific business locations within your agency.

New Appointment Request

Trigger: Sent when a contact books an appointment through an Unassigned Calendar or a Group Calendar.

How to Disable for Group Calendars: Navigate to Locations Settings → Calendar Settings, open the specific calendar, go to the 3. Confirmation tab, and save your changes to disable.

How to Disable for Unassigned Calendar: Navigate to Locations Settings → Calendar Settings, open the specific calendar, go to the 3. Confirmation tab, remove the recipient email addresses, and save.

Note: If calendar settings for auto-confirmation and appointment alerts are enabled, assigned users may still receive these notifications.

Appointment Review Request — Email & SMS

Trigger: Sent to a contact after an appointment to ask for a review.

Note on Sender: By default, this email is sent from the signed-in user. To send the review request from the contact's assigned user instead, you must use the Send Review Request action within Workflows.

Trigger: Sent when an authentication token for a connected social media account expires and requires reconnection.

New Review Email

Trigger: Sent when a new public review is submitted on a review platform connected to the location.

Invoice & Payment Notification Emails

Invoice-related emails are sent to two distinct audiences: your business (the sub-account) and the end customer.

Emails Sent to the Business / Sub-Account

Invoice payment attempt failed for the end customer.
Invoice payment successful by end customer.
Error in auto-payment of a recurring invoice template.
Skipping auto-payment because the invoice amount was manually updated.

Emails Sent to the End Customer

Invoice received.
Payment for an invoice is successful.
Payment attempt for an invoice has failed.
Upcoming auto-payment information.
Auto-payment failed for a recurring invoice template.

Agency Level Emails

These emails are sent from the agency itself and relate to account management.

Reset Password: Sent when a user requests a password reset from the login page.
Verification Code Email: Sent during sign-in when two-factor authentication requires a code.
New User Email Notification (to Agency): Alerts the agency when a new user is added to the agency or a sub-account.
New User Welcome (to User): Sent to a newly created user with their login credentials.
Agency Notified of a New SaaS Sale: Sent to the agency when a customer signs up for a SaaS plan.
Payment Failed for the Client: Sent to the agency when a client's recurring SaaS payment fails.
New YEXT Sale — Internal Email: An internal notification sent to the agency when a YEXT listing service is purchased.

A2P & Toll Free Verification Notifications

Registration status updates for A2P 10DLC and Toll-Free numbers are emailed to agency owners and administrators. These notifications are sent from a dedicated system address and fire for the following carrier status updates:

A2P Brand: Rejection, Approval.
A2P Campaign: Submitted, Rejection, Approval.
Toll Free: Submitted, Pending Review, Rejection, Approval.

Frequently Asked Questions

Can I disable every system email?

No. Only emails marked as configurable in this guide have a disable setting. Essential emails for account access and security, such as Reset Password, Verification Code, and credential emails for new users, cannot be turned off.

Why are calendar emails coming from a generic 'no-reply' address?

This is the default sender address used when no custom Mailgun subdomain or SMTP integration is configured for that specific location. You can configure your own sender domain.

Who is shown as the sender on review request emails?

By default, the signed-in user who triggers the request is listed as the sender. To send the request from the contact's assigned user, you must use the Send Review Request action within Workflows.

Are invoice emails sent to the business and the customer at the same time?

They are separate notification streams triggered by the same events but sent to different recipients. The business receives operational summaries, while the end customer receives transactional emails like receipts and payment confirmations.

Who receives A2P and Toll Free verification emails?

Agency owners and administrators. These notifications are sent from a specific system address and cannot be redirected to other recipients.

Reference Guide: System-Generated Email Notifications