Platform emails use case: opening the platform to your users
Decide which account emails go out, and when — so every employee receives one clear invitation on launch day, not a surprise email on the day of the import.
Overview
From account creation to first login
The first email a user receives depends on how their account arrives: created by an administrator or an import, created through SSO, or self-registered. Pick your path first — only its emails matter for your launch.
The emails along the way
template number · subject · who receives it
1Created by an administrator
Manual creation, import or connector
#8Welcome, sign in now!Learners #60Welcome to our digital campus!Learners · user created with password setup #164Welcome, sign in now!All roles · on manual or scheduled activation2Created through SSO
The user signs in with the company account
#202Welcome to our digital campus!All roles except group managers3Self sign-up
The user registers on the platform
#5Validate your email address!Learners #57Access your digital campus right nowLearners · after validation #61You have a pending userAdministrators · if approval is needed #137You have a new userAdministrators · if no approval4Day-to-day access
After the launch
#47Reset password instructionsLearners #166Your account has been suspendedLearners · too many wrong passwords #204Your account has been reactivatedLearnersExample: the academy opens on 2 March to 2,000 employees imported on 20 February. Their first email is #8 — the question is when it leaves.
Emails to review
Account emails: on or off?
Check each email below in Manage email templates, for every perimeter you use. Our advice depends on how accounts are created.
| # | Email · sent to | Goes out when | Our advice |
|---|---|---|---|
| Account created by an administrator | |||
| #8 | Welcome, sign in now!Learners | A user is created from the administration; Remind inactive users; Remind one inactive user. Only sent if the user has an email address |
Keep on Plan its timing before any import (see step 2) |
| #60 | Welcome to our digital campus!Learners | User creation with password setup; Re-send welcome e-mail to active user; Remind active user |
On if used If administrators set passwords when creating accounts |
| #164 | Welcome, sign in now!Learners, Administrators, Creators, Community managers, Facilitators | A user is activated manually, or automatically on their activation date |
On if used If you use activation dates to open access on a given day |
| Account created through SSO | |||
| #202 | Welcome to our digital campus!Learners, Administrators, Creators, Community managers, Facilitators | User creation with SSO; Re-send welcome e-mail / Remind active user with SSO |
On if used Keep on if your users sign in with SSO |
| Self sign-up | |||
| #5 | Validate your email address!Learners | The user registers, changes their email address, or is reminded while their address is not validated |
Keep on Also used when an email address changes: keep on |
| #57 | Access your digital campus right nowLearners | The user validates their email address after registering |
On if used If users can register on their own |
| #61 | You have a pending userAdministrators | A self-registered user validates their address and waits for approval |
On if used Needed if registrations need approval: no one is told otherwise |
| #45 | Your request has been acceptedLearners | An administrator accepts a pending registration (#46 if refused) |
On if used Keep #45 and #46 together |
| #137 | You have a new userAdministrators | A user registers and no approval is needed |
Think twice One email per new user to every administrator |
| Login and account status | |||
| #47 | Reset password instructionsLearners | The user asks to reset their password |
Keep on Without it users cannot reset their password |
| #166 | Your account has been suspendedLearners | Too many wrong passwords (#165 tells administrators) |
Keep on Tells the user why they cannot sign in |
| #89 | Your account has been suspendedLearners | An account is suspended, manually or automatically |
Your choice Off if suspensions are an HR decision you announce yourself |
| #204 | Your account has been reactivatedLearners | A suspended user is reactivated |
Your choice Useful after a temporary suspension |
- Two templates share the subject “Welcome, sign in now!” (#8 and #164) and two share “Welcome to our digital campus!” (#60 and #202). Use the number, not the subject, when you edit or search the log.
- Partners: each partner perimeter has its own switches. A template on in Internal can be off for a partner.
Set-up
Set it up in 5 steps
Choose
Choose how accounts arrive
Administrator or import, SSO, or self sign-up — or a mix. Only the matching rows of the table above need a decision.
Plan
Decide when the welcome email leaves
#8 goes out as soon as an account is created. Import on launch day, or give users an activation date so #164 goes out that day, or switch #8 off during the import and use Remind inactive users on launch day — it sends #8.
Write
Edit the text in every language and perimeter
In Edit email templates, choose the perimeter, the email and each language your users use. Keep link variables such as {loginUrl} and {passwordUrl}, then click Save.
Test
Test with one account
Click Test template, then create one real test user with your future settings and open the email log: the email should appear with the status Sent.
Monitor
Check the log on launch day
In Emails, filter on the email and on Failed to send. Send the list of failed addresses to your IT team.
Expected result
Each user receives one welcome email on the day you choose, in their language, with a link that opens your platform.
Rules
The 5 rules to remember
| Rule | What it means for you |
|---|---|
| Templates are switched on or off per perimeter | Internal and each partner have their own settings. A partner administrator manages the templates of their own partner perimeter: check every perimeter, not only Internal |
| A template switched off is not sent and not logged | Nothing appears in the email log for that perimeter, so an empty log can mean the template is off |
| Edits apply to the next emails | Emails already sent keep their old text. An email resent from its Email detail page also keeps its original content |
| Sent means the email left the platform | Not that it reached the inbox: a Sent email can still be blocked by the recipient’s mail server or filters |
| Account emails go out immediately | Creating, importing or activating an account triggers its email at once. Decide the timing before you import, not after |
Appendix
How it works in detail
The screens you need for this set-up. The examples use the launch above.
Find the email screens
Everything about emails sits under Administration › Emails in the left-side menu.
- View emails — the email log: what was sent, to whom, with which status.
- Edit email templates — the subject and text of each email.
- View email templates — the template list, where each template is switched on or off.
On launch day you will mostly use View emails.
Administration
Illustration · the Emails menu, with the email log selected.
Switch a template on or off
Go to Administration › Emails › View emails and click Manage templates.
- Choose the Perimeter first: Internal, Default, or one of your partners.
- Each card shows the number, the subject, the roles that receive it, its Triggers and a Note.
- Use the toggle on the right of a card. Enable all templates switches every template of the perimeter on at once — avoid it before a launch.
- Search by number or subject with Search template.
› Emails › Manage email templates
Perimeter
Search template
Triggers
Create a user from the administration · Remind inactive users · Remind one inactive user
Note
Email sent if the created user has an email address.
Triggers
Manually activate a user or automatically when it has an activation date
Illustration · during the import, #8 is off and #164 is on: users receive #164 on their activation date.
Edit the text
Go to Emails › Edit templates, then choose the Perimeter, the Email and the Language.
- Available variables are listed on the left, custom fields included. Only the variables listed for that email work in it.
- Write links with the link variables — a URL typed by hand opens one platform only and breaks with SSO or partners.
- Test template lets you check the result; Reset template brings back the original text.
- When a partner perimeter shows “has not been saved yet”, partner users receive the default template until you click Save.
› Emails › Edit email templates
Perimeter
Triggers:
Create a user from the administration · Remind inactive users · Remind one inactive user
Note:
Email sent if the created user has an email address.
Recipients :
LearnersAdministratorsCommunity managersFacilitatorsCourse designersAvailable variables
A {username}
A {passwordUrl}
A {targetFirstname}
A {loginUrl}
Languages
Subject
You have been invited to our digital campus.
Your username is: {username}
Click here to enter your password.
Illustration · editing #8 in English. “Click here” carries the {passwordUrl} link.
Edit the welcome email for a partner
Partner users receive the partner’s version of #8. Edit it in the partner’s perimeter, one language at a time.
- Choose the partner in Perimeter, then the email.
- The yellow warning means the partner perimeter still uses the default template: until you click Save, nothing you change applies.
- Open Languages and edit each language your employees use, then click Save for each one.
› Emails › Edit email templates
Perimeter
Triggers:
Create a user from the administration · Remind inactive users · Remind one inactive user
Recipients :
LearnersLanguages
You have been invited to our digital campus.
Your username is: {username}
Click here to enter your password.
Illustration · #8 in a partner perimeter that has not been saved yet, with the language list open.
Check what was sent
The Emails page lists each email sent, with its recipient, status and sent date. The eye icon opens the email as it was sent, with a button to resend it.
› Emails
| Email ↑ | Recipient ↑ | Status ↑ | Sent date ↑ | Actions |
|---|---|---|---|---|
| Welcome, sign in now! | Léa Bernardlea.bernard@example.com | Sent | 02/03/2027 08:02 | |
| Welcome, sign in now! | Paul Girardpaul.girard@example.com | Failed to send | 02/03/2027 08:02 | |
| Welcome, sign in now! | Anne Riouanne.riou@example.com | Sent | 02/03/2027 08:02 |
Status
Illustration · launch morning, filtered on the welcome email: one address failed.
Open an email from the log
Click the eye icon of a line in the log to open the Email detail page. Here, the welcome email that failed for Paul Girard on launch morning.
- Type shows the template number and its internal name: the surest way to know which template was sent when several share a subject.
- Status, Creation date and Last sent date show whether the email left the platform, and when it was last sent.
- Notification #ID identifies this email: give it to Support with your request.
- Email preview shows the email as it was sent, with every variable filled in.
- Resend email sends it again, with its original content — fix the address first if it failed.
› Emails › Email detail
RecipientPaul Girard - paul.girard@example.com
SubjectWelcome, sign in now!
Type(#8) accountCreated
StatusFailed to send
Notification #ID93104552
Creation date02/03/2027 08:02
Last sent date02/03/2027 08:02
You have been invited to our digital campus.
This account allows you to sign up for training courses, follow them, and enhance your skills.
Your username is: paul.girard
Click here to enter your password.
Powered by Rise Up
Illustration · the Email detail page of a welcome email that failed: correct the address, then click Resend email.
Troubleshooting
Common issues and fixes
| Symptom | Fix |
|---|---|
| A user says they never received the welcome email | Open the log and search the user. No line: the template is off for their perimeter, or the account has no email address. Failed to send: the address was rejected — check it. Sent: the email was blocked on the recipient’s side; ask their IT team to check filters, then resend it with Resend email on its Email detail page. |
| Everyone received the welcome email on the day of the import | Expected: #8 goes out when the account is created. Next time, use activation dates or switch #8 off during the import. |
| You cannot tell which welcome email a user received | Two templates share each welcome subject. Open the line in the log: Type on the Email detail page shows the template number, such as (#8) accountCreated or (#202) welcomeSSOUserCreatedByAdmin. |
| Users created while #8 was off never received anything | Switching #8 back on does not catch up. Use Remind inactive users. |
| SSO users received an email asking them to set a password | Check which template they received in the log. SSO users should receive #202: check it is on and edited for their perimeter. |
| The link in the email opens the wrong platform or does not work | The link was typed by hand in the template. Replace it with the link variable, such as {loginUrl} or {passwordUrl}. |
| Partner users receive a different text from internal users | Templates are set per perimeter. Edit and save the template in the partner’s perimeter too. |
| The email arrives in the wrong language | Each language has its own version. Edit the version for each language your users use. |
| An address keeps failing even after it was corrected | It may be on the email service’s block list after earlier rejections. Contact Support with the address. |
Plan the first email before the first import.
Want help preparing your launch? Our team can review your account emails with you.
Contact Support