Email & SMS Settings

Configure how CoolEdge handles your customer communications including email routing, notifications, and SMS settings.

1. Accessing Settings

Navigate to Settings in the left sidebar, then:

• Email Settings for email and unified inbox configuration
• SMS Settings for two-way SMS setup and number registration

2. Email Settings Overview

The Email Settings page has two tabs:

• Unified Inbox: Configure how inbound emails are handled
• Outbound Notifications: Control CC copies of sent emails

Unified Inbox Tab

What is Unified Inbox?

When enabled, customer replies to your quotes, invoices, and other emails are captured directly in CoolEdge. You can view and manage all customer communications in one place.

Enabling Unified Inbox

1. Go to Settings → Email Settings
2. Select the Unified Inbox tab
3. Toggle Enable Unified Inbox to ON

When enabled:

• Outbound emails use a special reply-to address
• Customer replies are automatically routed back to CoolEdge
• Replies appear in your Messages inbox
• Full conversation history is maintained
• You get a unique inbound email address for new enquiries

Your Inbound Email Address

When Unified Inbox is enabled, your business gets a unique inbound email address that routes enquiries directly to your CoolEdge Messages inbox.

Finding your address: Your inbound email address is shown in the Email Settings page when Unified Inbox is enabled.

Where to use it:

• Website contact forms
• Business cards and marketing materials
• Email signatures
• As a forwarding destination from other email accounts

How it works: Emails sent to this address appear in your Messages inbox as unassigned enquiries. From there you can link them to an existing customer, create a new customer from the sender's details, or reply directly.

Important: If you change your custom subdomain in Branding settings, your inbound email address will also change.

Inbound Reply Notifications

Configure email alerts when customers reply:

Email Reply Notifications

• Toggle Notify me when customers reply to emails
• Receive an alert when customers respond to quotes, invoices, etc.

SMS Reply Notifications

• Toggle Notify me when customers reply via SMS
• Requires two-way SMS setup

Custom Notification Email

• By default, notifications go to your business email
• Enter a different email address if needed

Outbound Notifications Tab

Control whether you receive copies of outgoing customer emails:

Quote Email Notifications

• Toggle CC Quote Emails to Business Email
• When enabled, you receive a copy of every quote email sent
• Useful for tracking what customers receive

Invoice Email Notifications

• Toggle CC Invoice Emails to Business Email
• When enabled, you receive a copy of every invoice email sent
• Note: Not available in ServiceM8 mode

3. SMS Settings

Access SMS settings via Settings → SMS Settings.

For Trial and Starter Plans

SMS features are available on paid plans:

• Trial users: Upgrade to send SMS messages
• Starter plan: 50 SMS credits/month for outbound SMS

For Growth and Scale Plans

Full two-way SMS is available:

• Dedicated business number: Customers can reply
• 300+ SMS credits/month: More sending capacity
• Business verification required: Australian regulations

See Registering Your SMS Number → for setup instructions.

SMS Credits

How Credits Work

• 1 credit: Messages up to 153 characters
• 2 credits: Messages 154-306 characters
• 3 credits: Messages 307-425 characters (max)

Monthly Allowance by Plan

Overage Settings

If you need more credits than your plan includes:

1. By default, overage is allowed at $0.10 per credit
2. To disable overage, switch off "Allow SMS overage" inside of your Account & Billing page
3. When disabled, SMS sending stops when credits are exhausted

When Are Overage Charges Billed?

Overage is billed automatically:

• Monthly plans: Charged at month-end, or at $25 increments if you exceed that threshold
• Annual plans: Charged in $25 increments throughout the year, with any remainder at renewal

This keeps charges predictable and avoids large surprise bills, especially for annual subscribers.

Checking Usage

View your current usage in Account & Billing tab:

• Used X / Y SMS credits this month
• Progress bar showing usage
• Breakdown of credits remaining

4. Message Templates Settings

Manage reusable templates for emails and SMS:

1. Go to Settings → Templates
2. Switch between Email Templates and SMS Templates tabs
3. Create, edit, or delete custom templates

Creating a Template

1. Click New Template
2. Enter template name and description
3. For emails, add a subject line
4. Write your message body
5. Insert variables using the {} Insert Variable button
6. Preview how it will look
7. Click Save Template

Available Variables

Templates support dynamic variables:

Business

• {business.name} - Your business name
• {business.email} - Business email
• {business.phone} - Business phone

Customer

• {customer.name} - Customer's full name
• {customer.first_name} - First name only
• {customer.email} - Customer email
• {customer.phone} - Customer phone

Quote

• {quote.number} - Quote number
• {quote.total} - Quote total amount
• {quote.link} - Link to online quote

Job

• {job.number} - Job number
• {job.address} - Job site address

Invoice

• {invoice.number} - Invoice number
• {invoice.total} - Invoice total
• {invoice.link} - Link to pay invoice

Learn more in Message Templates →

5. Push Notifications (Mobile App)

Configure mobile push notifications in the CoolEdge app:

1. Open the CoolEdge app
2. Go to Settings → Notifications
3. Configure notification preferences

Available notifications:

• New customer message received
• Quote accepted
• Payment received
• Job updates

Note: Push notification settings are managed in the mobile app, not the portal.

6. Troubleshooting

Emails Not Being Captured

If customer replies aren't appearing in your inbox:

1. Verify Unified Inbox is enabled
2. Check that emails are going to your CoolEdge email, not personal
3. Replies to very old emails may not be captured

Not Receiving Notifications

If you're not getting email notifications:

1. Check notification settings are enabled
2. Verify the notification email address is correct
3. Check your spam/junk folder
4. Whitelist emails from CoolEdge

SMS Not Sending

If SMS messages fail:

1. Verify you have available credits
2. Check the phone number is valid (Australian mobile)
3. For 2-way SMS, ensure your number is active
4. See Two-Way Text Messaging troubleshooting →

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Next Steps: Set up Two-Way Text Messaging → or learn about Message Templates →

Need help? Email us at support@cooledge.com.au