Email templates and notifications

Every email the portal sends for your agency carries your agency name, and you can change the wording of each one so it sounds like you. This guide lists who gets which email, then shows how to reword any of them in a few minutes.

Before you begin

• Owner access. Templates are in Settings, which the agency owner opens.
• Resend connected. The Email Templates card and the Templates view in the Email Hub unlock once your Resend key is saved, so your reworded emails also go out from your own address. Until then, Templates offers Configure API Key to take you there. See Configure custom email.

Which emails go out

The Templates view lists the templates the portal sends for your agency, so every template you edit is one your clients or team actually receive. They fall into three groups. Search for a template by its name, key or subject.

Sign-in and invites

These reach everyone who uses your portal: you, your team and your client users.

Email	Who gets it	When	Key to search
Sign-in code	Anyone signing in: you, your team and client users	Each time someone asks for a one-time code on the login page	magic_link
Client user welcome	A new client user	When you add them to a client, with Add user in Client settings	end_user_welcome
Team invitation	A new member of your agency team	When you invite them to your agency	workspace_invite

See Invite a client user and Team members and roles.

Your own subscription emails

These go to you, not to your clients. They cover your Voice AI Portal subscription: your trial, payment receipts, failed payments, plan and billing changes, and notices about your account. Search for billing or trial to find most of them. See Your Voice AI Portal subscription.

Client billing emails

When you bill your clients through client billing, the portal sends usage and payment emails on your behalf, in your name and branding, such as usage warnings, payments due and overdue, payment received, renewal reminders and calls paused or resumed. Their names start with Client billing: or Client minutes: and end with who receives them:

Name ends with	Goes to
(client)	The client’s billing contacts and any Billing email addresses you added for the client
(agency)	Your team: the address in Billing emails to your team go to (optional), or when it is empty, your agency’s billing email address or your owners and admins. See Set up client billing.

See Client billing for your clients for every client billing email and when it is sent.

Reword an email

Your wording, every client

PauseReplay

1. 1
   You

   Open the template

   Settings, Email Hub, Templates.

2. 2
   You

   Create an override

   Your own copy of the platform default.

3. 3
   You

   Edit, preview and test

   Check it with sample data and a test send.

4. 4
   You

   Save & Version

   Your wording is saved.

5. 5
   Voice AI Portal

   Sends your version

   To every client, from the next email on.

1. Open the templates

   Go to Settings and open the Email Hub tab. Select Templates at the top, next to Configuration, or Manage Templates in the Email Templates card.

2. Find the template

   Type in Search name/key/subject…, then select the template in the list. A badge shows Platform default or Agency override. A platform default is read only until you create an override.

3. Select Create Override

   This gives you your own copy of the template to edit. The platform default stays as it is.

4. Edit the subject and body

   Change the Subject (a counter shows its length out of 100) and the Email Body. Edit the body in Visual mode, or switch to Code for the HTML. Keep the variables, written as {{variable}}, where you want the portal to fill in details such as the client’s name or a sign-in code. “Unsafe HTML is sanitized on save.”

5. Preview it

   Select Preview to see the email filled in with sample data.

6. Send yourself a test

   Enter your address under Send Test Email and select Send Test. The test uses your current edits and sample data, and the confirmation shows the address it was sent from, so you can see it went out from your own address.

7. Select Save & Version

   Your override is saved and the badge shows Agency override.

Your override applies to your whole agency: “Changes apply instantly across all clients.” The next email of that kind to any of your clients uses your wording. If you switch to another template with unsaved edits, the portal asks you to confirm with Discard changes first.

Keep the key details

Clients rely on a few details in each email, such as the sign-in code, the amount and due date, or the payment link. Keep those variables in your wording, and send yourself a test after each change.

Go back to the platform default

Open the template and select Reset to Platform Default. Your override is removed and the template shows Platform default again, so the next emails use the platform wording. You can create a new override at any time.

Troubleshooting

Problem	What to do
The Email Templates card is locked, or Templates shows Configure API Key	Connect your Resend account in Resend API Configuration first. See Configure custom email.
The fields are greyed out	The template shows Platform default. Select Create Override to edit your own copy.
A template you expected is not in the list	The list shows the templates the portal sends for your agency. Clear the search box, or select the refresh icon next to it.
The test email arrives from the Voice AI Portal sender	Resend could not send from your address yet. Check your domain is verified. See Configure custom email.
A detail is blank in the test email	Test sends use sample data. Check the variable is spelt exactly as in the platform default, with double curly braces.

Related

• Configure custom email
• Configure your branding
• Invite a client user
• Your Voice AI Portal subscription
• Client billing for your clients
• Product page: White label