Requires Powercode build 26.10.05 or later.
System Emails are the automatic emails and text messages Powercode sends when something happens: a payment fails, a ticket is updated, a customer's status changes, a customer signs up. Each system email pairs a Send Event (the trigger) with one or more messages, one per language. You decide which triggers you use, what each message says, and whether it is turned on.
Build 26.10.05 adds two triggers: Customer - X Days After Delinquency, which emails customers a set number of days after they become delinquent, and Internal - Customer Registered, which tells your staff when a customer signs up on their own. It also adds User Event Subscriptions, which lets you choose which staff users get an internal email.
Accounts > System Emails
The page lists every system email with its Name, Trigger, Status (Active or Disabled), Company and Languages. A system email with no messages shows None in red under Languages.
This permission is under System → Configuration:
| Permission | Why it is needed |
|---|---|
| System Email | Edit access opens the page and lets you create and edit system emails. Delete access is needed to delete a system email or one of its messages. |
| Field | What it does |
|---|---|
| Description | The name shown in the list. |
| Send Event | The trigger that sends this email. See Triggers below. |
| Percentage Used | Only for Customer - Used X Percent of Allotted Bandwidth. The percentage of monthly bandwidth that triggers the email. |
| From Status / To Status | Only for the two Status Changed on Account triggers. The email is sent when a customer moves from the first status to the second. |
| Days Prior | Only for the triggers marked Days Prior in the trigger tables below. The number of days before the event to send. Whole numbers only. |
| Days After | Replaces Days Prior when the trigger is Customer - X Days After Delinquency. The number of days after the customer became delinquent. See Customer - X Days After Delinquency below. |
| Status | Active sends the email. Not Active keeps it but sends nothing. |
| Company Email Association | Which company's customers get this email. If you use Multibranding, All Companies is also offered. |
| User Event Subscriptions | Only for triggers whose name starts with Internal. Choose the staff users who should get the email. Leave it empty for all users. See User Event Subscriptions below. |
| Attach Latest Invoice | Hidden for Internal triggers. Attaches the customer's latest invoice, if they have one. |
| Field | What it does |
|---|---|
| Message Type | Email. SMS and Both are also offered when the Twilio integration is turned on. |
| Message Language | The language of this message. Each system email can have only one message per language. |
| From Address | The address the email comes from. |
| Subject | The email subject line. |
| E-mail Body | The email text, which can include variables such as customer details. |
| Attachments | Files attached to every email sent with this message. |
| SMS Body | The text message, when Message Type is SMS or Both. |
These are the triggers you can choose in Send Event. Triggers starting with Customer email the customer's contacts, Installer emails the installer, and Internal emails your staff or a company address.
| Trigger | What it is for | Extra field |
|---|---|---|
| Customer - Account Created | A customer account is created. | |
| Customer - Account Disconnection | The customer's account is disconnected. | |
| Customer - Completed Portal Password Reset | A contact finishes resetting their customer portal password. | |
| Customer - Contract Assigned | A contract is assigned to the customer. | |
| Customer - Contract Expires in X Days | The customer's contract is about to expire. | Days Prior |
| Customer - Credit Card Expires Next Month | The customer's card on file expires next month. | |
| Customer - Customer Portal Ticket Updated | A ticket the customer can see in the portal is updated. | |
| Customer - Customer Portal Username and Password | A contact is sent their customer portal login details. | |
| Customer - Customer Submitted Payment | The customer makes a payment in the customer portal. | |
| Customer - Daily Bandwidth Report | Daily, with the customer's bandwidth use. | |
| Customer - ECheck Auto-Reconciliation Failed | An eCheck payment fails auto-reconciliation. | |
| Customer - Email Generated Receipt | You email the customer a receipt. | |
| Customer - Email Past Invoice | You email the customer a past invoice. | |
| Customer - Financial Transaction Failed | A payment fails. | |
| Customer - Financial Transaction Successful | A payment succeeds. | |
| Customer - Installation Scheduled | An installation is scheduled for the customer. | |
| Customer - Manual Payment Entered | A payment is entered by hand. | |
| Customer - Monthly Billing Complete | The customer's monthly bill is ready. | |
| Customer - No Automatic Card Set | The customer has no card set for automatic payments. | |
| Customer - Payment Refund Completed | A refund is completed. | |
| Customer - Positive Balance on Bill Day | The customer still has a balance on their bill day. | |
| Customer - Positive Balance X Days Before Bill Due By Day | The customer still has a balance shortly before their bill is due. | Days Prior |
| Customer - Positive Balance X Days Before Grace Period Ends | The customer still has a balance shortly before their grace period ends. | Days Prior |
| Customer - Requested Portal Password Reset | A contact asks to reset their customer portal password. | |
| Customer - Self-Registered | The customer signed up on their own. See Customer registration emails below. | |
| Customer - Send Call Log | You email the customer a call log. | |
| Customer - Send Email X Days Before Billing | The customer's billing date is coming up. | Days Prior |
| Customer - Service Call Scheduled | A service call is scheduled for the customer. | |
| Customer - Service Installation Reminder x Days Before | A reminder before the customer's scheduled installation. | |
| Customer - Status Changed on Account | The customer's status changes. | From Status, To Status |
| Customer - Ticket Created or Updated | The customer's ticket is created or updated. | |
| Customer - Used X Percent of Allotted Bandwidth | The customer reaches a share of their monthly bandwidth. | Percentage Used |
| Customer - X Days After Delinquency (new in 26.10.05) | The customer has been delinquent for a set number of days. See below. | Days After |
| Customer Activated for First Time | The customer is activated for the first time. | |
| EZ Voip Porting Process Requested | A number porting request is made. |
| Trigger | What it is for |
|---|---|
| Installer - Install/Service Call Scheduled | An install or service call is scheduled for the installer. |
| Trigger | What it is for | Extra field |
|---|---|---|
| Internal - API Error(s) Detected | API errors are detected. | |
| Internal - BMU Status Change | A BMU's status changes. | |
| Internal - Customer Delinquency Alert | The automatic status check turns customers Delinquent. Sent to your delinquency alert email address. | |
| Internal - Customer Registered (new in 26.10.05) | A customer signs up on their own. See Customer registration emails below. | |
| Internal - Equipment Port Down | A monitored switch port goes down. | |
| Internal - Inventory Min Stock Level Alert | An inventory item falls below its minimum stock level. | |
| Internal - Jobs Completed Notification | Jobs are completed. | |
| Internal - Network Notification | A network notification is raised. | |
| Internal - Paging Suppression Disabled | Paging suppression is turned off for equipment. | |
| Internal - Paging Suppression Enabled | Paging suppression is turned on for equipment. | |
| Internal - Signed Contract | A customer signs a contract. Sent to the customer's sales person. | |
| Internal - Status Changed on Account | A customer's status changes. Sent to your company email address. | From Status, To Status |
| Internal - Ticket Created or Modified | A ticket is created or updated. | |
| Internal - Ticket Follow Up Reminder | A ticket's follow-up is due. | |
| Internal - Ticket Responsible User/Group Changed | A ticket's responsible user or group changes. | |
| Internal - Ticket Status Changed | A ticket's status changes. | |
| Internal - Ticket Technical User/Group Changed | A ticket's technical user or group changes. |
Use this trigger for a reminder that goes out a fixed number of days after a customer falls behind: for example, a friendly note on day 3 and a firmer one on day 10. Create one system email for each reminder.
Choose Customer - X Days After Delinquency as the Send Event. The days field changes its label from Days Prior to Days After. Enter the number of days, as a whole number.
Once a day, as part of Powercode's daily system email run (6:30 PM server time by default), Powercode looks for customers who are Delinquent today and became delinquent exactly that many days ago. Each of them gets the email that evening.
Example: with Days After set to 5, a customer who turns Delinquent on Monday, before that evening's run, is counted from Monday and gets the email on Saturday evening, as long as they are still Delinquent.
Customers who are still Delinquent on that day and belong to the company in Company Email Association (or any company, with All Companies). The email goes to the customer's contacts whose Emails setting is Non-Financial Emails Only or All Emails.
When a customer signs up through your public customer signup form (see Schedule Install & Custom Messages Configuration), Powercode can email both the customer and your staff.
Sent to the new customer when they sign up on their own. On some systems this trigger is named Customer - Customer Registered; it works the same way.
If you have no active system email for this trigger, Powercode sends your Customer - Account Created email instead, the same one customers you add yourself receive.
New in 26.10.05. Sent to your staff users when a customer signs up on their own, so someone can follow up quickly. It goes to all active users unless you choose specific users in User Event Subscriptions.
In build 26.10.05, Internal - Customer Registered emails are queued without a recipient address, so staff do not receive them. Contact Powercode support if you rely on this notification.
A self-registration also triggers the Customer Account Created webhook event. See Webhooks.
New in 26.10.05. For triggers whose name starts with Internal, the User Event Subscriptions field lists your staff users as (username) Name.
| Symptom | Likely cause |
|---|---|
| The customer's event log shows System email not sent, "because a message template does not exist that matches either the contact's locale preference or the system default locale" | The system email has no message in the contact's language, the System Default Language, or English. Add one. |
| There was an error validating your request when saving | A required field is empty: Description, Send Event, or Percentage Used for the bandwidth trigger. |
| Add Message is greyed out | "You cannot add any more messages because messages have been defined for every available language. Only one message is allowed per language." |
| SMS and Both are missing from Message Type | The Twilio integration is turned off. |
| Send Event cannot be changed and there is no Delete option | It is a built-in system email. Built-in emails keep their trigger and cannot be deleted. |
| No Delete option on any system email | You have Edit but not Delete access to System Email. |
| User Event Subscriptions is not shown | The send event is not an Internal trigger. |
| A customer did not get the Customer - X Days After Delinquency email | They were not Delinquent on day X, their count started on a different day than you expected (see How Powercode counts the days), they belong to another company, or none of their contacts has Emails set to Non-Financial Emails Only or All Emails. |
| Staff do not get Internal - Customer Registered | See the warning under Internal - Customer Registered. |