Emails and messages
- Why isn't my automatic email in the Inbox?Automatic emails alone don't put an order conversation in 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.
- 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.
- Does a Draft send emails or texts?Draft status doesn't send automatic creation emails, status emails, or SMS notifications.
- I changed a status by hand and the customer got an email. How do I stop that?Turn off Send status emails when staff change a status in Settings › Messages & notifications › Sending settings › Email & SMS rules.
- Can two statuses send the same email?No. An email group can be assigned to at most one status.
- Can I edit the text messages or send a one-off text?No. OrderPilot's Quote SMS, Invoice SMS, and Quote follow-up SMS templates have fixed wording.
- If I turn on Receive replies, do I still get replies in my mailbox?Yes. Receive replies adds customer and vendor replies to their OrderPilot records and the Inbox while your mailbox continues receiving them.
- Why did OrderPilot stop sending my emails?OrderPilot can pause sending when too many emails bounce or are reported as spam over 24 hours.
- How many quote reminders does a customer get?OrderPilot sends one unfinished-quote reminder per eligible quote.
- Do I need a DMARC record?DMARC is recommended for OrderPilot's sending setup, but it isn't required to complete that setup.
- Does publishing an email send it to customers?No. Publish makes the email design available for future sends; it doesn't send a message by itself.
- What does 'Live · unpublished changes' mean?Customers still receive the published email design while your newer edits wait in the draft.
- Can I delete a built-in email?No. Built-in email templates cannot be deleted.
- Will changing the default email theme change my wording?No. Changing Default email theme preserves blocks, wording, and subjects while replacing the theme and colors across active customer and vendor templates.
- Can I remove the unsubscribe link from emails?No. OrderPilot adds the recipient's unsubscribe link and one-click unsubscribe headers when sending customer order emails.
- What does Overdue mean in the Inbox?Overdue means an unanswered conversation has exceeded your Reply time goal, which defaults to 4 hours.
- Where do customer replies to my emails go?With Receive replies set up, customer email replies appear in the order's conversation and the Inbox, as well as your mailbox.
- Can I use quick replies on the order page?No. Quick replies is available in the Inbox's customer reply composer, not on the order page's Conversation card or an internal note.
- Does the Inbox reply time goal count nights and weekends?Yes. OrderPilot's Reply time goal counts clock hours, including nights and weekends.
- How do I save answers my team sends often?Add saved answers in Settings › Messages & notifications › Quick replies.
- Can I change my guided email setup answers later?Yes. Choose Run guided setup again under Sending setup, or change the individual sending rules and each email group's status assignment.
- How long do DNS records take to verify?New sending-domain records can take up to a day to appear; the Receive replies record can take up to an hour.
- Why don't I see branded links in my email settings?Branded-link setup appears only when it is available for your store.
- Do emails keep sending while I change my sending domain?No. Changing the sending domain cancels waiting and scheduled customer emails, and sending stays off until the new domain is verified.
- How do I stop all customer emails for a while?Turn off Send customer emails in Settings › Messages & notifications › Sending settings › Email & SMS rules.
- Why didn't my customer get an email for a new quote?A new quote needs both creation-email rules enabled: Send an email when an order is created and the status's creation-email setting.
- A customer unsubscribed. Will they still get their order emails?No. Unsubscribing stops later OrderPilot customer emails to that address for your store, including order and status emails.
- How does a customer stop text messages?The customer replies STOP to stop OrderPilot texts.
- Can I send myself a test text message?Yes, when texting is available and set up.
- Can I preview an email with a real order before publishing?Yes. In the editor's Email preview, choose Desktop or Mobile, then Sample order or a recent quote or order.
- Which details can I put in an email?Insert detail offers 5 groups: Document, Customer, Store, Totals, and Purchase order.
- Where are the email templates in Settings?Email designs and subjects are in Settings › Branding › Emails.
- Does assigning an Inbox conversation change the order's salesperson?No. The Inbox assignee is separate from the order's owner, its primary salesperson.
- Why is my reply from my own mailbox missing in OrderPilot?OrderPilot doesn't capture replies you send from your own mailbox back into the order conversation.
- Can a customer reply reopen a closed conversation?Yes. A new customer or vendor reply reopens a closed Inbox conversation.
- Does updating an email design change messages already scheduled?No. A scheduled email keeps the design version chosen when it was scheduled.
- Why doesn't my test email open the real customer portal?Test emails use sample order details and don't include a real customer portal link.
- Why isn't my brand's email design being used?The brand design must be published, assigned to that brand, and supported by the sending action.
- Can I restore an earlier email design?Yes. Open Version history, select an older version, and choose Restore as draft.
- Why does publishing an email ask for a Message block?Every email template needs exactly one Message block to hold the text staff enter when sending.
- How do I show a product's selected options in an email?Turn on Show each item's choices in the email's Line items block; the setting starts off.
- Will cancelled emails send after I fix the problem?No. Cancelled emails don't resume automatically after the cause is fixed.
- Why does an email say Delivered when the customer can't find it?Delivered means the recipient's mail service accepted the email; it doesn't guarantee the customer saw it in their main inbox.
- Does turning off status emails also stop text messages?No. Send status emails when staff change a status controls those emails, while status text messages use separate settings.