Platform emails: general tips and recommendations
Fewer, clearer emails that reach the inbox. How to choose which templates to switch on, write them once, and keep an eye on them — whatever your use case.
Overview
Three screens, three jobs
Every email decision happens in one of three places, all under Administration › Emails. Knowing which screen answers which question saves most of the back-and-forth with Support.
Where to look
Administration › Emails
1Manage templates
Which emails go out?
Switch each template on or offPer perimeter: Internal, Default, each partner Read its triggers and noteWhat sends it, and to whom Spot the New badgeTemplates added recently2Edit templates
What do they say?
Subject and bodyPer perimeter and per language Available variablesNames, links, dates, custom fields Test template · Reset templateCheck, or go back to the original3Emails (the log)
What was actually sent?
Recipient, status, sent dateSent or Failed to send Eye iconThe email as sent, with a button to resend it FiltersRecipient, email, status, sent date, custom fieldsStart from the log when someone says “I didn’t receive it”; start from Manage templates when someone says “why did I receive this?”.
Emails to review
A recommended starting set
The three use cases cover accounts, courses and classroom sessions. Below are the other templates, grouped by who receives them, with our default advice. Switch on what you use, not everything.
| # | Email · sent to | Goes out when | Our advice |
|---|---|---|---|
| Messages people send each other | |||
| #91 | {{ subject }} — message from the administrationLearners | An administrator contacts one or more users from the users panel or the course board |
Keep on Otherwise these messages never arrive |
| #63 | Your teacher contacted youLearners | A message to the registered users of a course (#52 session, #103 learning path, #132 goal) |
Keep on Keep the four together |
| #65 | You have a new messageLearners | A message sent to a group from group management |
Keep on |
| #53 | A learner contacted youAdministrators, Creators | A learner writes to the designers of a course (#87: a comment on a step) |
On if used Only if someone reads and answers them |
| Community | |||
| #168 | New Community MessagesEvery role | Every Wednesday, to users with at least one new message in their boards |
On if used One weekly digest, not one email per message |
| Exports and reports | |||
| #82 | Retrieve your Excel exportAdministrators, Creators | An Excel export is sent by email (#218 custom export, #219 if it fails, #201 uploaded files, #186 legal documents) |
Keep on The export is delivered by this email |
| #226 | Weekly Export Subscription RecapCreators | Sent automatically every week |
Your choice |
| #232 | {{ userCount }} scheduled for deletionAdministrators | Monthly, when user accounts are scheduled for deletion |
Keep on Last chance to keep an account |
| Course publication | |||
| #68 | Course is pending validationAdministrators | A designer’s course waits for approval (#15 rejected, #16 accepted, to the designer) |
On if used If designers’ courses need approval |
| #211 | A … course has been sent on your platformCreators | A course arrives through a PENS request |
On if used |
| #187 | A course has no more periodsCreators | A user clicks “No training period available” |
Your choice |
| Translators and correctors | |||
| #224 | You have been added as a translator on a courseTranslators | Added to or removed from the translators of a course or path (#222, #223, #225) |
On if used |
| #149 | You have a new exam to correctAdministrators, Creators, Group managers, Correctors | A learner answers an open question in an exam |
On if used Without it, exams wait uncorrected |
| Automatic, high volume | |||
| #179 | {{ subject }} — course shared from the catalogueSeveral roles | A user shares a course from the catalogue |
Your choice Sent only when someone shares |
| #96 | You made progress in your courseLearners | A course step ends, if an email is set on that step |
Think twice Set step by step: keep it for key steps |
| #78 | You completed a new courseLearners | A course is finished |
Think twice On a platform with many short courses, learners receive many |
- A subject showing {{ … }} is normal in the template list: the variable is replaced by the real value — the message title, the course name — when the email is sent.
- Some templates cannot be switched off. They are needed for the platform to work.
Set-up
Your email set-up in 6 steps
List
List the features you use
Self sign-up or not, SSO, approvals, classroom sessions, reminders, certificates, community, exams. Each feature brings its own templates.
Switch
Switch on what you use — and nothing else
Go through Manage templates with the triggers in front of you. Avoid Enable all templates: it switches every template of the perimeter on at once.
Align
Check every perimeter
Internal and each partner have their own settings, and a partner administrator manages their own. Agree on the essential emails with them.
Write
Write each email once, in every language
In Edit templates, choose perimeter, email and language. Use variables for names, links and dates, then Save.
Test
Test as a real user
Use Test template, then trigger the real action with a test account and open the log to see what actually left.
Review
Review every month
Filter the log on Failed to send, and look for templates with the New badge after each release.
Expected result
Users receive only the emails that match how you use the platform, in their language, with working links — and you can prove what was sent.
Rules
The 7 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. A resent email (eye icon › resend) 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 |
| Use the number, not the subject | Several templates share a subject: “Welcome, sign in now!” (#8, #164), “Your teacher contacted you” (#52, #63, #132), “A learner contacted you” (#53, #87), “Your account has been suspended” (#89, #166) |
| A template is set per perimeter and per language | Not per course or per group: one text serves every course of the perimeter. Write it to fit all of them |
| An unsaved partner template uses the default | Until you click Save in a partner perimeter, its users receive the default template |
Appendix
How it works in detail
Practical tips for writing, testing and delivering emails.
Find the email screens
Go to Administration › Emails in the left-side menu.
- View emails — the email log.
- Edit email templates — subject and text.
- View email templates — switch templates on or off.
The Edit templates and Manage templates buttons on the email log lead to the same two screens.
Administration
Illustration · the Emails menu.
Read “How platform emails work”
› Emails › Manage email templates
- Each template goes out when its trigger happens. The trigger, note and recipients appear at the top of the template.
- Templates are switched on or off per perimeter: internal or each partner. A partner administrator manages the templates of their own partner perimeter.
- Some templates cannot be switched off. A template switched off for a perimeter is not sent to users of that perimeter, and nothing appears in the email log.
- Edits to a template apply to the next emails, not to emails already sent.
- The email log lists each email’s subject, recipient, status and sent date. Sent means the email left the platform, not that it reached the inbox.
- The eye icon opens an email as it was sent, with a button to resend it. A resent email keeps its original content.
Illustration · the panel at the top of the template list, expanded.
The panel at the top of the email screens sums up the rules. Open it with the arrow on the right.
- The highlighted rule explains most “never received” cases: a template switched off is not sent, and leaves no trace in the log.
- Learn more opens the Help Center.
Switch templates per perimeter
The Perimeter dropdown lists Internal, Default and, under Partner, each of your partners.
- Every template has one toggle per perimeter.
- Search a number to go straight to its card.
- Check the high-volume templates in each perimeter, such as the weekly community digest (#168).
› Emails › Manage email templates
Perimeter
Search template
Triggers
The email is sent every Wednesday to users that received at least one new message in boards they belong to in community
Note
Weekly email sent to users with all new messages from Community.
Illustration · #168 switched off for the partner “Sira Corporate”.
Read the triggers before switching on
› Emails › Edit email templates
Perimeter
Triggers:
Training step ended
Note:
Email sent when a user finishes a course step and an email is configured to be sent at the end of this step.
Recipients :
LearnersIllustration · the top of #96: it depends on a setting in each course step.
The Triggers, Note and Recipients at the top of each template answer three questions: when, under which condition, and to whom.
- A note such as “an email is configured to be sent at the end of this step” means the template also needs a setting elsewhere.
- Several recipient chips mean several roles receive the same email.
Write emails that work
- Links: always use the link variables (such as {loginUrl}, {passwordUrl}, {trainingSubscription.courseUrl}). A URL typed by hand opens one platform only, and breaks with SSO and partners.
- Variables: use those listed under Available variables for that email, custom fields included. Copy them from the list rather than typing them.
- Template code: keep every {% for %}, {% if %}, {% endif %} and {% endfor %} line. Removing one breaks the email.
- Languages: edit the version for each language your users use. A version you never edited still shows the original text.
- Keep it short: one email, one action. Practical details (address, access, deadline) belong in the course or session, so the variables bring them in.
- Back to the original: Reset template brings back the original text if an edit goes wrong.
Make sure emails reach the inbox
- Warn your IT team before launch. Ask them to allow the platform’s emails: company filters cause most “not received” tickets.
- Read the status. Failed to send: the address was rejected — check it. Sent: the email left the platform; if it never arrived, it was stopped on the recipient’s side.
- Repeated failures on one address: it may be on the email service’s block list. Contact Support with the address.
- Your own sender address: emails leave from a no-reply address by default. Sending from your own domain needs a set-up with Support.
- Resend from the log: the eye icon opens the email as it was sent, with a button to resend it — with its original content.
Find an email in the log
Filter on the Recipient to see everything one person received, or on the Email and Failed to send to review a campaign.
› Emails
| Email ↑ | Recipient ↑ | Status ↑ | Sent date ↑ | Actions |
|---|---|---|---|---|
| Session ended | Peter Doylepeter@starcompany.com | Failed to send | 30/09/2026 09:13 | |
| You have a pending registration to approve | Emma Johnsonemma.johnson@riseup.ai | Failed to send | 28/09/2026 12:09 | |
| You have a pending registration to approve | User Riseupuser@riseup.ai | Failed to send | 28/09/2026 12:09 |
Search
Recipient
Status
Sent date
Illustration · the monthly check: every email that failed, with its recipient.
Troubleshooting
Common issues and fixes
| Symptom | Fix |
|---|---|
| Someone did not receive an email | Search them in the log. No line: the template is off in their perimeter, or the action that sends it never happened. Failed to send: check the address. Sent: ask their IT team to check the filters, then resend it from the eye icon. |
| Users receive emails nobody expected | Open the template in Manage templates and read its Triggers: an import, a group registration or a change to the group tree may have triggered it. |
| Users receive too many emails | Look for high-volume templates: step emails (#96), completion (#78), designer notifications (#1, #148), one email per registration to administrators (#23, #137). Switch off those nobody reads. |
| An edit does not show in emails already sent | Expected: edits apply to the next emails. A resent email keeps its original content. |
| Partner users receive a different text | Each perimeter has its own text. Edit and save the template in the partner’s perimeter. |
| A link in an email opens the wrong page | The link was typed by hand. Replace it with the matching link variable. |
| Variables or code appear as text in the received email | A variable was typed by hand or a code line was removed. Copy the variable from the list, or click Reset template and edit again. |
| The template editor misbehaves (images, layout) | Contact Support with the template number, the perimeter and the language. |
Fewer emails, better read.
Want a review of your email set-up? Our team can go through your templates with you, perimeter by perimeter.
Contact Support