Set-up
Tudodesk Back-office
Mac or PC
What's this for?
This tutorial will help you identify why customers are not receiving automated invoice or estimate sends.
Issue
A customer has not received my Estimate
A customer has not received my Invoice
A customer is not receiving automated updates
Causes
Document not marked as sent
Customer does not have a valid email
The customer has opted out of transactional email
The automated send event is turned off
An email has hit the customer's spam folder
Solution:
Check the feed.
Open the document into view.
Click on the feed link in the message center located in the top menu bar (right side, button resembles a signal wave.
Scroll down through the feed and see any entries suggesting the customer opened or received the automated email.
If you see a 'sent email' entry, this suggests we sent the email.
If you see an 'email opened' entry, this suggests the customer received the email.
If you see an 'email bounce' entry, this suggests the email is incorrect. Confirm the email is correct and or edit and resend (see below).
No send event is in the feed?
If there is not email in the feed, this may be for three reasons.
The document has not been marked as sent.
The customer does not have a valid email
The customers have opted out of transactional emails.
The automated send event is switched off.
Check the document has been marked as sent?
While looking at the document in view, locate the status bar in the top header of the document.
Check the document is not on Draft.
If the document is on 'Draft', click on 'Sent' and then OK the modal to update the document. This will send the document to the customer.
If the document is not on 'Draft' or 'Sent' check the feed (see above instructions) to see if the document was marked as sent.
Check the customer has a valid email.
While looking at the document in view, locate the customer panel and click the pencil beside the customer's name.
Scroll down to the email box and check the email is valid. (Note: multiple emails separated by comma, colon, or space are not permitted on non-enterprise accounts.
If the email is incorrect, update and resend (see below).
Check if the customer has opted out of transactional emails?
While looking at the document in view, locate the customer panel and click the pencil beside the customer's name.
The customer edits modal opens.
Click 'show more' at the bottom of the modal.
Scroll down to 'Opt-in to receive the transactional email.'
Make sure this option is Checked.
Save and resend (see below).
The automated event to send the document is switched off?
Automated events are what drive the automation engine to send invoices, estimates, and updates automatically. If the events are turned off, customers won't receive emails.
Go-to the board where the document is that has not been sent - for example, the invoice board
Click the show menu button on the right side of the board menu (button three horizontal dots).
Select 'Automated events'
From the automated events list, you can see which events are switched off and those that are switched on {Green play indicator)
Open the event which is switched off, then click the 'running' checkbox in the right column.
Scroll down and click save.
Ask your customer if the email arrived in spam.
The automated email may have been marked as spam. Make sure customers whitelist your emails, and that email content is not spammy in content.