Update: All user email notifications were updated with a new design on September 16, 2024. Check out all of the new templates below. For more information on this product update please go here.
Overview
User notifications can be sent both manually and automatically through CustomerHub. Each of them has a specific purpose to help your Users get access and important information about your site.
PRO TIP: If you need to send an email for marketing or promotional purposes we recommend using your email marketing software, which may be connected to CustomerHub directly for more automated communications.
Content & branding
Although each CustomerHub notification differs based on its purpose, some details are consistent between them.
From Email Address: The email address your CustomerHub notifications come from is [your-subdomain]@customerhub.com. If you don't know what your subdomain is, you can find it in your App Settings.
Support Email Address - IF a User replies to your CustomerHub notifications those emails will be sent to your support email address. This can be changed in your App Settings.
Site Name - This is what your app is called and will be displayed as the name the email comes from. This can be changed in your App Settings
Email Logo - This is the Logo that will be included in the header of all your CustomerHub notifications. You can change it in the Branding Center
Buttons - All buttons inherit the primary color from your CustomerHub Branding Center.
Notification types
New user notification
Subject line: Login instructions
This notification will be sent when a User is first added to your CustomerHub site. It contains a link that will allow them to create a password.
For users who have already created their password, clicking the link will automatically log them into the site.
If you need to resend this invite notification, you can do so manually from the 3 dots menu next to the cancel button on their user record.
Generic new user notification (example)
Password recovery email
Subject line: Reset your password
This email will include a secure link for the User to create a new password and can be initiated by the User from the Login page or an Admin via the User record.
User recovery process
A User can click the "forgot password" link on the login page and then enter their email address to start the password recovery process.
Admin password reset process
From the user record, click the 3 dots menu next to the "Save" and "Cancel" buttons, and select Reset Password.
From the pop-up, you can send the password reset email by clicking the SEND LINK button or manually create a temporary password for the User. When the User enters the temporary password at login they will be prompted to create a new secure password.
Onboarding welcome notification
Subject line: New onboarding experience
The onboarding welcome notification is automatically sent to users upon receiving access to any onboarding experience.
Onboarding reminder notification
Subject line: Onboarding update
The onboarding update message is sent automatically when reminders are turned on for the onboarding sequence and the frequency will be one reminder every X days.
Example: the setting below will send a reminder every 1 day until the onboarding experience is completed.
Onboarding message notification
Subject line: New onboarding message
The onboarding message notification is sent anytime the Notify user checkbox is checked by an admin user from the onboarding task action modal, as pictured below:
Product access notification
Subject line: [Product name] access
This is one of the most commonly sent notifications from CustomerHub sites. When turned on, it is sent every time a User is provided access to a product. It can be enabled/disabled only on a product-by-product basis in the Product Settings.
This option is available for both Standard Products and Collections and is turned on by default. The Product Access email contains an auto-login link pointed at the product it was sent for.
New content notification [product specific]
Subject line: [Product name] update
This option can send an email broadcast to all Users who have access to a specific Standard Product or Collection. It's very useful when you have added new content and want to quickly update your Users of the update.
You can send these emails by clicking on the product, then clicking on this grey "megaphone" button at the top right:
Post notification
Subject line: New post
Every time you publish a new Post to your Feed you will be allowed to send a notification email to everyone who can see the post on your site.
You can edit who will receive this email notification by changing your post's Audience or clicking "No Thanks" to skip sending the email at all. Learn More
Comment reply notification
Note: Pending updated screenshot
Subject line: New reply
Email subscription options
Users can modify their email communication preferences through email subscription options which they can access by editing their profile while logged into the site.
Frequently Asked Questions
Can I change the email address notifications are sent from?
At this time you can ONLY change the support email address. When a User replies to your CustomerHub notifications those emails will be sent to your support email address. This can be changed in your App Settings.
Can I add links to emails sent with other systems that will automatically log them into the specific page I want them to go to?
No. The only way to generate auto log-in links is by sending the Product Access Notification Email, the New Content Notification Email, and New Post Notification Email. Clicking these links will automatically take them to the product or post the email pertains to.
If I have the Product Access notifications turned on for a Collection, will my customers get the same email for all of the products assigned to the collection?
Nope! The email is only sent for the products the user is given access to directly. So if you only assign the Collection to their end-user record, then they will only receive the Product Access Notification for the Collection.