Who receives customer emails

Customer emails in Flyte follow one simple rule that surprises people at first: an order's emails go to the order's contact, and nobody else. Not the account admin, not the customer record's email address, not a fallback. Once you know the rule, most "they didn't get the email" questions answer themselves.

#The contact rule

• Every order has a Contact. Customer emails about that order go to that person.
• Every visual job has its own contact (Send to contact). Visual emails go to that person, plus anyone in CC emails, or to an address typed in the send box.
• No contact on the order means no email. There is deliberately no fallback to the account admin. Sending reminders or review requests asks you to set a contact first.

The order screen tells you which case you're in: "no contact" or notifications off for that person.

#Why there's no fallback

The customer record's email is a copy of the account admin's address. Falling back to it would email the wrong person and would override someone who has deliberately switched their emails off.

#A PO covering several orders

A PO is per factory, so it can carry several customers' orders. When production photos go out for approval, each order's contact gets their own email and link with only their own products. The approval bar lists every recipient and says why any one can't be emailed.

#Setting the contact

• New order asks for Customer and Contact / user, both required.
• On an existing order, use change beside Contact on the Order details card. "Not assigned — order emails nobody" means there's no contact.
• Orders a customer submits from their portal take them as the contact.

#Switching a person's order emails off

Open the customer, go to People, and use the row menu Turn order emails off (or Edit → Order emails).

It stops: order confirmation requests and reminders, order confirmed, requested date cannot be met, production photo and sample approvals, dispatch and out-for-delivery emails, visual response receipts and reminders, and the weekly production schedule.

It doesn't stop:

• Enquiry received.
• Visual ready to review, Artwork ready to review and Job sheet for approval. These are deliberate sends. To stop them, change the address or the visual's contact.
• Quotes.
• Set-password links.

Watch out

Don't promise a customer "no emails at all" from this switch. If someone should get nothing, Disable portal access stops every customer email to them, but also stops them signing in.

#Pausing emails for one order

To stop emails about a single order, without changing anyone's settings, use the order's Customer emails card. See Pausing emails on one order. It decides whether an email goes, never who receives it.

#Common questions

The account admin isn't getting order emails. Expected. Emails go to each order's contact.

"No contact" — the email wasn't sent. Set a contact on the order, then send again.

A contact wants fewer emails. ⋯ → Turn order emails off. Remember it doesn't stop every type.

The customer didn't get an email. Check, in order: the order's (or visual's) contact, that person's Order emails, the order's Customer emails card, and their spam folder.