Conversation Email Notifications
When enabled, Stoked sends email notifications to advocates and prospects when they receive new conversation messages. This article covers how to enable these notifications and customize the email templates.
Overview
There are two sets of conversation email notifications:
- Advocate Notifications — Sent to advocates when a prospect starts a new conversation or sends a new message.
- Prospect Notifications — Sent to prospects when an advocate replies to their conversation.
Both sets can be independently enabled or disabled. Each covers two email types:
- New Conversation — Sent when the conversation is first activated.
- Message Notification — Sent for each subsequent message in an active conversation.
Email notifications are only sent to accounts with a verified email address. The account must have logged in using email at least once to activate email verification.
Enabling Advocate Conversation Notifications
- Go to Settings → Email Notifications → Advocate → Conversation Notifications.
- Toggle Notification Enabled to on.
- Customize the email templates if desired (see below).
When enabled, advocates receive an email when:
- A prospect starts a new conversation with them
- A prospect sends a follow-up message in an existing conversation
Enabling Prospect Conversation Notifications
- Go to Settings → Email Notifications → Prospect → Conversation Notifications.
- Toggle Notification Enabled to on.
- Customize the email templates if desired.
When enabled, prospects receive an email when:
- An advocate replies to their conversation for the first time (conversation activated)
- An advocate sends a follow-up message
Customizing Email Templates
Each notification type has three editable sections: Subject, Header, and Body Text.
To edit a template:
- Click any template row on the settings page.
- Edit the content using the available merge variables.
- Click Save.
Advocate Conversation Merge Variables
| Variable | Description |
|---|---|
{{ advocate_first_name }} |
The advocate’s first name |
{{ prospect_public_name }} |
The prospect’s public display name |
{{ community_name }} |
Your community’s name |
{{ message_content }} |
A preview of the message |
{{ advocate_conversation_url }} |
Link to the conversation in the advocate portal |
Prospect Conversation Merge Variables
| Variable | Description |
|---|---|
{{ advocate_profile_display_name }} |
The advocate’s public display name |
{{ community_name }} |
Your community’s name |
{{ message_content }} |
A preview of the message |
{{ prospect_conversation_url }} |
Link to the conversation on the community site |
Previewing the Email
Click Preview Email on either settings page to see how the email will appear. The preview uses sample data and does not send a real email.
Requirements for Receiving Notifications
An advocate or prospect receives conversation email notifications only when all of the following are true:
- The feature is enabled for the community (admin toggle is on).
- The account has an email address on file.
- The account has a verified email address (they have logged in using their email at least once).
Accounts that have only used SMS/phone login will not receive email notifications until they also verify their email.
Related
- Email Verification — How accounts verify their email address
- Phone & SMS — SMS-based conversation notifications