Mail & Email Templates
Open Configuration → Email. It has two tabs: Sending, how every email goes out, and Email templates, the colour and wording of each email Threadline sends.
The problem it solves
Threadline sends a lot of email: account confirmations, password resets, invoices, trial reminders, support replies. If mail is not set up, none of it arrives, and customers cannot even confirm their account. And if the wording is generic, it does not sound like your brand. This page fixes both.
How emails are sent
Every system email goes through the mail server in use on the Sending tab: confirmations, password resets, invitations, invoices, alerts and weekly reports, including the ones sent from the background queue.
These servers are only for the platform's own email. Your clients' email channels always use their own mail server, so a client's campaigns and replies never go through yours.
Mail servers
Each server has a type:
| Type | What you need |
|---|---|
| SMTP | The host, port, encryption, username and password from any mail service: your hosting's mail, Gmail, Mailgun, SendGrid, Amazon SES's SMTP login and so on. |
| Resend | An API key from your Resend dashboard (API Keys). The from address must be on a domain you verified in Resend. |
| Amazon SES | An AWS access key ID and secret access key allowed to send email, and the region your SES account is in, such as us-east-1. The from address must be verified in SES, and the account must be out of the SES sandbox to email anyone. |
Resend and Amazon SES need a From address; for SMTP it is optional and the server's own address is used when it is empty.
Add a server
- Click Add mail server and give it a name.
- Choose its Type and fill in the details it asks for, then the From address and From name people will see.
- Save. If it is not the one in use, choose Use this server from its menu.
- Press Send test email to check it works. The test goes to your own address.
- You can keep several servers, of any types, but only one is in use at a time. The first one you save is used automatically. Keeping a spare lets you switch in one click if your main service has trouble; nothing switches on its own.
- The server in use cannot be deleted. Use another one first.
- Passwords and keys are saved encrypted and never shown again. Leave the field empty to keep the saved one. If you change a server's type, enter the new type's key.
- If no server is saved, Threadline falls back to the mail settings in your server's
.envfile. If that is also in "log" mode, no email is sent and a banner tells you. - An email that fails to send never stops the action that triggered it. A signup still works, for example.
Email templates
Email colour, at the top of the tab, is the colour of the header and buttons in every email. Leave it empty for the default.
Every email has a subject and a body you can change. Click an email's name to open its editor.
| In the editor | What it does |
|---|---|
| Send this email | On/off switch. Turning an email off stops it everywhere in the app, not only from its main trigger. |
| Subject and Body (HTML) | The wording. Scripts and forms are removed when you save, so a pasted snippet cannot be harmful. |
| Placeholders | Chips such as {{name}} and {{app_name}} listed beside the editor. Click one to insert it at the cursor. Threadline replaces it with the real value when it sends. An unknown placeholder becomes empty, never raw text. |
| Email preview | A live preview updates as you type. |
| Send me a test | Mails the email to you with sample values. |
| Reset to default | Goes back to the built-in wording. Handy if you break something. |
The emails
| Sent when | |
|---|---|
| Welcome | A new account confirms its email. |
| Email verification | Someone registers. |
| Password reset | Someone asks to reset a password. |
| Agent invitation | An Admin invites an Agent. |
| Conversation escalated | A conversation is handed to a human. |
| Contact form message | A visitor submits the public contact form (you can reply straight to them). |
| Subscription created | A client's subscription starts. |
| Subscription renewed | A renewal payment succeeds. |
| Payment failed | A renewal payment fails. |
| Subscription canceled | A subscription is cancelled. |
| Renewal due | 3 days before a one-payment subscription ends, with a link to pay. |
| Subscription expired | A subscription ends. |
| Trial ending | 3 days before a free trial ends. |
| Plan changed | A client's plan changes. |
| Five support emails | A ticket is opened, answered or changes status. See Support Tickets. |
Switching off Email verification or Password reset can leave people unable to confirm a new account or recover a lost password. Leave them on.
Common questions
The test email never arrives. Check your spam folder, then the server's host, port and encryption. Most providers use port 587 with TLS, or 465 with SSL.
Customers say they get no emails. Look at the red banner on the Owner dashboard. If mail is in "log" mode, add a mail server here.
Only staff with Manage the mail server and email wording can open this page.