I applied a look to all assets. Why didn't my emails change?

In the appBrandingUpdated 2 Nov 2026

Short answer

Apply this look to all assets updates email drafts, but customers keep receiving the published designs.

Save the Branding changes, then open each affected template under SettingsBrandingEmails, review it and publish. A Branding save alone does not publish the email or replace its live design.

Full guideSet up your brand kit Full guideEdit and publish your email designs

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Does the customer get an email when I reply in the portal?

Yes, if the portal is on and your message is still unread. OrderPilot waits 10 minutes, or 1 minute if the customer has never used the portal or last wrote by email. The alert gathers up to 10 unseen messages and includes an opening button and the customer's PIN.

If the customer reads the message during the wait, no alert is sent.

Open its own page Full guide: Set up portal access and message alerts

Why isn't my automatic email in the Inbox?

Automatic emails alone don't put an order conversation in the Inbox. A customer reply, staff email, scheduled staff email, or internal note brings the conversation there. Check the order's Conversation card or Delivery activity for automatic emails.

The Inbox keeps automated notifications from becoming unanswered work by themselves.

Open its own page Full guide: Reply to customers from the Inbox

Do I need my own domain to send emails from OrderPilot?

Yes. OrderPilot sends customer emails from an address on a domain you control. Add and verify the domain records shown in Sending setup, then turn on Send customer emails.

You can save setup progress while verification is pending, but customer emails don't go out until verification and sending are ready.

Open its own page Full guide: Set up your sending domain

Why did my customer get an email when nobody pressed Send?

An automatic event can send an OrderPilot email, such as reaching an assigned status, signing a quote, or submitting an online quote request. Open SettingsBrandingEmails and read the group's Sent from: line. Then check sending rules and the order's email history to identify the event and message.

Open its own page Full guide: Choose which emails go out, and when