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Apolaris AI Docs

Email & notifications

basic

How Apolaris sends your emails — and what to do if one doesn't arrive.

Apolaris AI sends email on your behalf at many points in the day, and the delivery setup is handled for you. There are no mail servers, SMTP credentials, or app passwords for you to configure: outgoing email is set up and maintained for you by Apolaris as part of your subscription.

What Apolaris emails

All of this runs automatically — you never copy details into a separate inbox by hand.

Prefer fewer emails? Each team member can switch their notification email to an hourly, daily, or weekly digest — one summary message instead of many — on their notification preferences page.

Outgoing email is configured and maintained by the Apolaris team. The actual sending settings (the sender address and mail provider) are managed centrally on the platform, not from anything inside your organization's screens. If you'd like messages to come from your own branded address (for example, [email protected]), just ask support and we'll set up and verify it for you.

A branded "from" address

By default, outgoing messages are sent from an Apolaris sender address. If you'd prefer your own domain on the "from" line — so customers see, say, [email protected] instead — that's available too.

  1. Contact support and tell us the address you'd like to send from.
  2. We'll guide you through verifying that you own the domain (this proves to inbox providers that the mail is genuinely yours, which keeps it out of spam folders).
  3. Once verified, we switch your organization's outgoing mail to the new address — no work on your side, no credentials to enter into the app.

Want a custom "from" address or your own domain on outgoing email? Reach out to support — we handle the setup and verification so it's done right.

Unsubscribe & email preferences

Every email Apolaris sends goes out through one branded layout — your logo and business details at the top, a tidy footer at the bottom — so messages look like they come from you, not from a generic system.

Messages fall into two kinds, treated differently:

  • Transactional email — receipts, password and account links, security codes, booking confirmations. These are always delivered and can't be turned off, because they're part of using your service.
  • Marketing & reminder email — promotions, appointment reminders, feedback requests. These carry a one-click way out, which keeps you compliant and out of spam folders.

Marketing and reminder emails include:

  • A one-click unsubscribe — the native Unsubscribe link that inbox providers like Gmail, Apple Mail and Yahoo show at the top of a message. One tap opts the customer out, with no login required.
  • A link to a preference center where the customer chooses exactly which kinds of email they get — Appointment reminders, Promotions & offers, Feedback & surveys — and saves, again without signing in.

An opt-out takes effect immediately and is honoured everywhere, including by Customer Journeys at send time — the unsubscribe and the journey engine share the same consent record, so there's nothing to reconcile.

Unsubscribing only affects marketing and reminder email. Customers still receive transactional messages (like a receipt), and their SMS or WhatsApp preferences are managed separately.

Email and SMS work together

Some of the same kinds of messages can also go out by text message (SMS) — most importantly two-factor sign-in codes, and notification alerts when a team member opts in. Like email, the SMS provider is set up centrally for you and is not something you wire up yourself.

You can see whether SMS is active for your organization, set your two-factor sign-in policy, and send a test message from the Configuration page. See Configuration & security for how those settings fit together.

Each team member turns on their own SMS notifications and sets their own mobile number from their profile — SMS alerts are opt-in per person, not switched on for everyone at once.

If an email doesn't arrive

  1. Check the recipient's spam or junk folder — automated mail sometimes lands there the first time.
  2. Confirm the person's email address is correct on their user or customer record.
  3. Ask them to add your sender address to their contacts so future messages are trusted.
  4. If it still doesn't arrive, contact support with the date, the recipient, and the kind of message (for example, "password link"). We can check delivery status and resend.

A wrong email address is the most common reason a password-setup link never arrives. The link is what lets a new staff member create their login, so double-check the address before you create the account — fixing it later means re-sending and waiting again.

Tips

  • Make sure every staff member's email is entered correctly so their password-setup link reaches them on the first try.
  • Pair this with Organization settings and Users & privileges so new accounts are created with the right address.
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