Email Setup
Configuring email settings, rate limits, and delivery tracking for your organisation
ServiceCortex sends transactional emails on your behalf -- appointment confirmations, invoice notifications, proposal follow-ups, and more. The email settings page lets you control the master on/off switch and review delivery health for your account.
Accessing email settings
Navigate to Settings > Communications > Email to view and manage your email configuration. You need the settings:view permission to see the page and settings:edit to make changes.
Master email switch
The master switch controls whether ServiceCortex sends any automated emails from your account. When disabled, no emails are dispatched -- including appointment reminders, invoice notifications, and journey-triggered messages.
- Go to Settings > Communications > Email.
- Toggle Email Sending on or off.
- The change takes effect immediately.
This is useful when you are first setting up your account and want to configure templates before any emails go out.
Organisation email identity
Emails are sent using your organisation's identity. ServiceCortex uses the following fields from your organisation profile to build the sender information:
| Field | Where to set it | Used for |
|---|---|---|
| Company Name | Settings > Organisation | Sender display name and email footer |
| Company Email | Settings > Organisation | Default reply-to address |
| Brand Color | Settings > Organisation | Email accent color (buttons, headers) |
| Logo | Settings > Organisation | Email header logo |
To update these fields, go to Settings > Organisation and edit your company profile.
Email rate limits
ServiceCortex applies rate limits to protect your sending reputation and prevent accidental email floods. Limits are determined by your billing plan:
| Limit | Description |
|---|---|
| Daily email limit | Maximum emails your account can send per day |
| Monthly email limit | Maximum emails per calendar month |
| Rate per second | Burst rate cap to prevent provider throttling |
If your account reaches a rate limit, outbound emails are queued and sent once the limit resets. Enterprise accounts can request custom limits by contacting support.
Email delivery tracking
ServiceCortex tracks every email through its lifecycle. You can view delivery status on individual communications (invoices, proposals, appointments) or in the reporting dashboard.
| Event | Description |
|---|---|
| Sent | Email dispatched to the mail provider |
| Delivered | Provider confirmed delivery to the recipient's inbox |
| Opened | Recipient opened the email (pixel tracking) |
| Clicked | Recipient clicked a link in the email |
| Bounced | Email could not be delivered (invalid address, full inbox) |
| Complained | Recipient marked the email as spam |
| Delayed | Delivery is temporarily delayed by the recipient's server |
Bounces and complaints automatically add the recipient to your suppression list, preventing future delivery attempts to that address.
Suppression list
When an email bounces or a recipient unsubscribes, their address is added to the suppression list. ServiceCortex will not send emails to suppressed addresses.
Suppressions can come from:
- Bounce -- hard bounce detected by the email provider
- Complaint -- recipient marked your email as spam
- Unsubscribe -- recipient clicked the unsubscribe link
- Manual -- you or an admin manually suppressed the address
You can view and manage suppressions from the communications settings. Suppressions can be removed if the underlying issue has been resolved (for example, a previously full inbox).
Email automations
Automated email triggers (such as "send reminder 24 hours before appointment") are configured in the Journey Builder, not in email settings. Visit Automation Overview to set up event-driven email workflows.
What's next
- Customise your email templates to match your brand.
- Set up Stripe to include payment links in invoice emails.
- Configure the client portal where customers view communications.