Transactional Email

Quote, approval, invoice, dispatch and chase emails leave your workspace in one of two ways: through the platform mailer, which works with no setup, or through your own Postmark or Resend account connected on the Transactional email card under Insight, then Integrations. Either way the customer sees your shop's name and their reply reaches you.

The Transactional email card, third on the Integrations page.

Who Your Emails Come From

	Platform mailer (default)	Your own sender
From address	hello@printersfriend.com	Your From email
From name	Your shop name from Brand & portal	Your From name, or your shop name when blank
Reply-To	Your Contact email from Brand & portal, or the owner's login email when that is blank	The same
Header	Your shop name, and your logo when one is uploaded under Brand & portal	The same

A customer who replies to any message reaches your contact address, never Printer's Friend. Set Contact email under Brand & portal before you send the first quote.

Every templated email also carries a plain text version, turns bare URLs into links, and greets the contact by name through while still gives the organisation.

Connecting Your Own Sender

1. Create a server (Postmark) or a domain (Resend) at your provider and authenticate your sending domain there: SPF, DKIM and DMARC records at your DNS host. Both providers show the exact records.
2. On the Transactional email card, enter Driver (postmark or resend), the API token / key from your provider, the From email customers will see (for example hello@yourshop.com) and, optionally, From name.
3. Click Save, then Test connection. The test asks Postmark or Resend whether the token is valid; the pill changes to Connected.
4. Open Insight, then Email & SMS templates, open a template and click Send test. The email arrives at your own login address with the sender identity applied, so you can check the from name, the reply address and how it reads on a phone. Preview renders it without sending.

A message template. Preview and Send test sit in the header.

Authenticate the domain first

Without DKIM a meaningful share of invoice emails land in spam, and some receivers reject mail from a domain the sender does not control. The DNS records take fifteen minutes at your DNS host and decide whether customers receive invoices.

When a Send Fails

A quote, invoice or proof whose email could not be sent shows a warning on the record and an entry in its activity timeline, and does not flip to sent. On a self-hosted install with no platform mailer configured and no sender connected, the action is refused with "no email sender is connected for this workspace" and the document stays unsent.

Your provider's suppression list blocks an address after a bounce or a spam complaint. When one customer never receives anything, look there first.

Transactional and Marketing Are Different

	Transactional	Marketing
Examples	Invoice, approval request, dispatch notice	Email broadcasts
Triggered by	Something the customer did	You deciding to send
Who receives it	The order's contact, then the quote's contact, then the organisation's primary contact	Contacts with a recorded marketing consent who have not unsubscribed
Unsubscribe	Not applicable	One click link in every message, plus the List-Unsubscribe header

Broadcasts leave through the same sender identity as transactional mail. Do not send marketing through a transactional template to avoid the unsubscribe link; providers suspend accounts for it.

Troubleshooting

Symptom	Check
No emails at all	The template is active under Email & SMS templates, and the contact has an email address
Emails go to spam	SPF, DKIM and DMARC on your sending domain at your provider
Replies go to the wrong place	Contact email under Brand & portal is the reply address
One customer never receives anything	Your provider's suppression list
Test connection fails	The token is wrong or revoked, or Driver is not postmark or resend

Related Pages

• Email and SMS Templates: the email and SMS templates and their variables
• Brand and Portal Settings: shop name, colours, tax and currency, portal copy and the kiosk switch
• Email Broadcasts: a marketing email or SMS to customers who have agreed to hear from you
• Troubleshooting: symptoms with the usual cause first