Overview
Email automations allow you to automatically send emails based on activity on a board, helping you streamline communication for common processes like first contact, reminders, follow-ups, and internal notifications.
Before creating an email automation, there are a few prerequisites and best practices to keep in mind.
Prerequisites
To successfully create an email automation, you’ll need:
- Inbox access: The creator of the automation must have access to the inbox the email will be sent from.
- A communication template: Email automations require a communication template to send.
Communication Template Considerations
If your automation is sending an email from a board, make sure that:
- Any merge fields used in the communication template are related to the board you’re using.
- The merge field data exists on the card and contains information.
- Any location merge fields are tied to the card. A location can be related by:
- Being stored in a field on the card, or
- Being added under the Related section of the card.
Creating the Automation
Step 1: Access Automations
- Click the sparkle icon in the upper-right corner to open Automations.
- Select New Automation.
Step 2: Basic Automation Details
Fill out the following details:
- Title: For best practice, name your automation based on what triggers it and what it does.
- Example: Email – Send First Contact to Prospect
- Status: Leave the automation in Draft while testing.
- Folder: Select a folder to keep automations organized.
- Description (optional): Add an internal description explaining what causes the automation to run. This helps your team quickly understand its purpose when viewing the automation list.
Once saved, you can decide whether to place the automation into Test Mode.
Setting the Trigger
Automations support the same five trigger types:
- On stage change
- Fires once when a card enters a stage.
- Will not fire again if the card leaves and re-enters the same stage.
- On reply
- Triggers when any related contact replies to an email associated with the card.
- Custom condition
- Uses any field on the card to determine when the automation should run.
- Field group completion
- Fires when a specific field group on the card is completed.
- Task completion
- Triggers when one or more tasks within a task template are completed.
Example: For this article, we’ll use On stage change so the email sends when a card enters a new stage.
Configuring the Action: Send Email
When the Email Sends
Choose when the email should be delivered:
- Immediately
- Specific day of the week (e.g., only Mondays)
- Specific day of the month (e.g., the 15th — useful for A/R reminders)
- Specific days of the month (range or multiple days)
- Specific days of the week (multiple selections)
- After a delay (minutes, hours, days, or months)
- Can also be based on a date field on the card
Example: Send the email 5 minutes after the stage change to allow other automations to run first.
Additional timing options include:
- Send after a specific time (e.g., after 8:00 AM and within 4 hours)
- Only send during business hours
- Business hours are set in Company Info & Team or inherited from the board’s business hours.
Email Setup Options
Sender Inbox
Select the inbox the email will be sent from:
- Shared inbox (recommended): Provides visibility and shared access.
- Assignee’s default inbox: Sends from the assigned user’s default inbox (set under My Profile).
Email Delivery
Choose how emails are delivered when multiple contacts are involved:
- Send multiple emails: Each contact receives a separate email.
- Send a single email: All qualifying contacts receive one email and can see each other’s email addresses.
Template Selection
- Choose an existing communication template.
- Or create a new template directly from Choose Template.
File Attachments
- Include files from a specific file field on the card, or
- Choose not to include files.
Note: If you need to attach the same file to every email, add it directly to the communication template instead.
Unassigned Card Default Sender
If a card does not have an assignee, choose how the email should be handled:
- Inbox name: Appears as sent from the inbox and remains unassigned.
- Specific user: Appears as sent by that user and assigns the email to them in the inbox.
If the card does have an assignee, the email will automatically use that person as both the sender and inbox assignee.
Emails are only assigned to users who have access to the selected inbox.
Fallback to SMS (Optional)
If email delivery isn’t available, you can fall back to SMS.
Requirements:
- Twilio integration enabled
- Phone line approved for A2P 10DLC
Select the Twilio phone line you want to use for SMS delivery along with the SMS template.
Choosing Recipients
Use the Send to options to control who receives the email:
- All contacts: Every related contact on the card
- Assigned user: Useful for internal notifications
- Certain contact types: Sends to contacts with a specific contact label
- Specific contact field: Sends to the contact stored in a selected field (e.g., Primary Contact)
- Email field: Sends to an email address stored in a standard email field
- Specific address: Manually enter an email address
Additional options:
- CC recipients
- Additional delivery rules to send the same email to multiple recipient types
Testing the Automation
Before activating the automation, turn on Test Mode.
Test Mode allows you to:
- Send the email to yourself
- Preview exactly how the email will appear
- Confirm merge fields and trigger conditions work as expected
For more details, refer to the Test Mode help article.
Common Use Case: First Contact Email to a New Prospect
One of the most common email automation use cases is sending a first contact email when a new prospect enters your pipeline.
Scenario
You want to automatically send a welcome or introductory email when a prospect card moves into a New or Incoming stage. This ensures quick follow-up, consistent messaging, and a better first impression—without requiring manual outreach from your team.
How This Automation Is Typically Configured
Trigger
- On stage change → When the card enters the New Prospect stage
Timing
- Send 5 minutes after the stage change
- This allows other automations (such as assigning the card or updating fields) to run first.
- Optional: Limit sending to business hours to avoid after-hours emails.
Action
- Send email using a pre-built communication template such as First Contact – Prospect
Sender
- Send from a shared leasing inbox for visibility and team coverage
Recipients
- Certain contact types → Prospect or Applicant
- Or, use a Primary Contact field if your board is set up that way
Delivery
- Send multiple emails so each prospect receives a separate message
Why This Works Well
- Ensures every prospect receives timely communication
- Creates a consistent experience regardless of who is assigned to the card
- Reduces manual work for leasing and support teams
- Helps improve response rates and speed-to-contact
Common Use Case: Accounts Receivable (A/R) Reminder Emails
Email automations are commonly used to send payment reminder emails for outstanding balances on an Accounts Receivable board.
Scenario
You want to remind tenants or owners about an upcoming or overdue balance on a predictable schedule—without manually sending reminders each month.
How This Automation Is Typically Configured
Trigger
- Custom condition or On stage change
- Example: Balance Due field is greater than $0, or card enters an Outstanding Balance stage
Timing
- Send on a specific day of the month (for example, the 1st or 15th)
- Or send after a date field such as Due Date
Action
- Send email using an A/R reminder communication template
Sender
- Send from a shared accounting or billing inbox
Recipients
- Certain contact types → Tenant or Owner
- Or a specific contact field such as Primary Payer
Delivery
- Send multiple emails to ensure each recipient receives an individual reminder
Why This Works Well
- Keeps payment communication consistent and timely
- Reduces missed or late payments
- Eliminates the need for manual monthly reminders
- Scales easily as your portfolio grows
Common Use Case: Internal Notification Emails
Email automations can also be used for internal notifications, keeping your team informed when important activity occurs.
Scenario
You want to notify a team member or group when something changes—such as a task being completed, a stage changing, or a critical field being updated.
How This Automation Is Typically Configured
Trigger
- Task completion, Field group completion, or On stage change
Timing
- Send immediately after the triggering action
Action
- Send email using an internal notification template
Sender
- Send from a shared internal inbox or system inbox
Recipients
- Assigned user
- Or a specific user or email address (such as a manager or department inbox)
Delivery
- Send a single email since this is typically informational
Why This Works Well
- Keeps internal teams aligned without manual follow-up
- Ensures important updates are not missed
- Supports faster response times and accountability
Once testing is complete and everything looks good, you can activate the automation and begin sending automated emails with confidence.
Troubleshooting Email Automations
- The email automation didn’t send for the card.
- Check the automation log for the card.
- If there is an error, it will tell you. The most common errors is that there was no contact or channel not found.
- Add the contact and retrigger the automation.