Email reference

Solar Desk sends seven emails and no others. There is no marketing, no digest, no weekly summary and no reminder of any kind.

The seven

Email	Sent when	To	Subject
Estimate confirmation	A homeowner finishes the last step of your calculator	The homeowner	“Your solar estimate from” your company
New-enquiry alert	The same moment	Every address in Where new enquiries go	“New enquiry:” or “New callback request:” then their name
Quotation	You press Send on a quote	The homeowner, with the PDF attached	“Your solar quotation from” your company
Sign-in link	A homeowner asks for one	The homeowner	“Sign in to your” your company “account”
Message alert to you	A homeowner writes to you	Every address in Where new enquiries go	“Message from” their name
Message alert to them	You write to a homeowner	The homeowner	“A message from” your company
Operator alert	An installer signs up	Solar Desk staff	Nothing to do with your account

Everything a customer gets is from you

Every customer-facing email carries your sender name, your colours and your wording. Nothing in a homeowner’s inbox says Solar Desk, ever. As far as they are concerned they are corresponding with your company, which is the whole point of a white-label product.

The two alerts that come to your own team are branded Solar Desk instead, because they are internal and there is nothing to disguise.

Every email, in both directions, ends with the same footer:

Figures are an indicative estimate based on the information provided and are subject to a survey. Your company is responsible for any quotation issued.

Replies to a quotation go to the personal address of whoever pressed Send. Replies to a message alert go to the first address in your notification list. Nothing is sent from a no-reply address, because people reply to emails and a reply that lands nowhere is worse than no reply.

The notification rule

This is the one that surprises people.

A message alert is only sent if the recipient has no other unread message in that thread.

Four messages in a row produce one email, not four. The counter resets the moment the recipient reads, and the next message after that gets its own email. It works the same in both directions.

The consequence is worth stating rather than discovering: a recipient who never reads gets exactly one email, ever. There is no reminder after 24 hours, no second nudge, no daily digest. That is not an oversight so much as a missing piece: re-nudging needs a scheduler, and this deployment has none.

For you, that means email is a prompt, not a queue. The queue is the amber “unread” badge on the quote list, which is accurate whether or not anybody was emailed. For your customers, it means a follow-up that goes unanswered is worth a phone call rather than a second message.

Where new enquiries go is not optional

Three of the seven emails are addressed to whatever you have put in Where new enquiries go, under Theme settings. With that field empty, an enquiry arrives and nobody is told, a customer writes and nobody is told, and the only way to find out is to be looking at the dashboard at the time.

That is why at least one address is required, and why an empty one is one of the three things that block an account going live. Use a shared inbox rather than one person’s address, so a holiday does not become a silent week.

What is not emailed

• A customer accepting a quote online. The lead moves to Accepted and the version changes state, but nothing lands in your inbox. Watch the pipeline.
• A status change, by anyone, for any reason.
• A note. Notes are internal and silent.
• A document. Sharing a file with a customer does not tell them. Send a message if they need to know.
• A quote expiring. Neither side is warned, and nothing chases.

When email is not configured

An account with no mail provider set up behaves as though every send succeeded, because a lapsed key should not stop you creating quotes. The one place the software tells you the truth is Send on a quote, which says so plainly:

Marked as sent. No mail provider is configured, so nothing left the building, the PDF is above.

If you see that on a live account, none of the other six emails are going out either. Tell us, and in the meantime open the PDF and send it yourself.

If a send fails outright, you get “The email could not be sent. Check the mail settings.” rather than a silent success.