Configure email notifications
Configure the sender address, triggers, and templates for outbound customer email notifications. Settings apply to all merchants by default, or to a specific merchant when you select one from the dropdown.
Email notifications are supported for Forward and Reverse shipments, Return requests, and Pinpoint Location (CX Apps).
Setting up
1. Navigate to Settings > Notifications > Email Notifications on the Carriyo Dashboard. If the feature is not enabled for the merchant, update the merchant settings at Settings > Administration > Merchants. See Configure notification settings for details.
Settings
2. Configure settings on the Email Notifications page. When Test Mode is on, notifications go only to whitelisted email addresses and numbers. Once you confirm triggers and templates are working correctly, disable test mode to send notifications to customers.
Note: Test mode is always on in non-production and staging environments.
Sender addresses are configured per destination country.
To use a custom email address, set up your email domain at Settings > Customer Experience > Domains > Email Sending Domains. Click the + add record icon in the top-right corner and verify the domain.
Add the CNAME records to your DNS settings to verify the domain. Once verified, you can use email addresses under that domain as the sender address for each destination country.
Note: If an existing CNAME record points to a different value, add a subdomain in Carriyo and verify the subdomain instead. Use subdomains when the primary domain is already in heavy use.
To send notifications to customers in a country, add that country as a record. Set Aliases for email addresses if needed, confirm the email address is set, and ensure the toggle is active. Countries in this list apply to all Forward shipments, Reverse shipments, Return requests, and Pinpoint Location notifications for this channel.
You can also set the default template language for each destination country here.
Customers in countries not on this list will not receive notifications. Delete country records that are no longer needed, or use the activate/deactivate toggle for countries used only periodically.
Note: Deleting a country from this list also deletes all previously configured triggers for that country.
The Default Template Language options are based on the translation languages configured for the account. Manage these at Settings > Account > System Settings > Translation Languages. English is the default and cannot be deleted. Click + add record to add a language. See Add languages for translation for a step-by-step guide.
Permissions: Only users with Account Owner/Admin access roles can access System Settings.
Click Save when done. The next step is to configure triggers and templates.
Triggers
Triggers are based on the destination countries configured in the settings tab. Each trigger represents a shipment status change. For every active trigger, Carriyo sends an email using the configured template in the specified language. Click + add to create a trigger. Set up triggers separately for Forward and Reverse shipments and return requests.
You can delete or deactivate triggers. Country-specific triggers take precedence over triggers set for Any Country.
Note: Deleting a trigger also deletes its template if one has been configured.
Templates
3. Configure Templates based on the languages set in the default template language for each country under the Settings tab.
Templates are grouped into Forward and Reverse shipments, return requests, and Pinpoint Request Templates. Click each dropdown to configure them.
Only templates that have been set are sent to customers. No template is set by default, templates shown as (not set) are not sent. Click a template name to edit or configure it.
On the template edit page, click the shipment ID to change the shipment used for preview. A popup lets you select a different shipment. The page offers two views: Preview (default) and Code.
Click Code to switch to Code view and edit the template directly. Templates use the Liquid template language for building dynamic HTML pages. Click the link at the top to learn more about Liquid. Use the Tags option on the right to insert tags.
Note: Not all tags appear in the Tags panel. Refer to the Shipment object and Return request object in the API docs for additional tags.
The subject line and email body are configured separately.
To reset the content to the previous version, use the reset option in the three-dot menu. Click Save when done. The dropdown at the top lets you switch between templates.
In the Templates tab, enable the Automatic Pinpoint Address Request for incomplete address shipments toggle. This sends customers an email asking them to complete their address when the dropoff address is incomplete.
Once you have tested and validated triggers and templates using whitelisted addresses with Test Mode on, turn off the toggle. Email notifications will then go to end customers.