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Control where emails are delivered and preview them

Choose which emails go to real recipients and which are held in a team inbox, and see how each email looks in your branding.

Checked against the screens:

Every organisation can choose its own words for the people and roles it works with. When you are signed in, this guide uses your organisation’s words. Otherwise it uses the product’s own.

For admins. Sign-in links and invitations always go to the real person, whatever you choose.

Steps

  1. Open Admin, then Email delivery. Read the note at the top. It says whether anything is being held back.
  2. If nothing is held back, every email already goes to its recipient. Your choices apply if holding back is switched on.
  3. For an email, press Send to them to deliver it, or Divert to send it to the team inbox instead.
  4. Read the sentence under an email. A few are sent by scheduled jobs that this page does not control yet.
  5. Open Email previews to see the sample emails in your branding.
  6. Check Transactional templates and Scheduled chases, and read the plain-text version.

If it goes wrong

  • If a choice does not save, the page shows why and the choice goes back.
  • If a row has no buttons, the platform team holds that email. The row says so.
  • If previews cannot load your branding, reload. If it persists, tell the platform team.

Why emails are held back

While a service is being tested, emails can be diverted to a team inbox, with the real recipient shown in the subject. That stops a test sending real emails to families.

Each email type can be switched to go to the real person when you are ready.

What cannot be controlled

Reminders and safeguarding alerts are sent by scheduled jobs. Where the page says it does not control them yet, your choice makes no difference to them.

Who gets each email

Choosing who receives each email is done on the emails settings page. This page is only about whether it reaches them.

Previews

The preview shows the transactional emails and the scheduled chase emails with your logo, colours and details applied. Subjects are shown above each preview, and a plain-text version is included.

Checking a change

After you change a choice, read the sentence under that email to see what will now happen. The page shows whether the email goes to the real person or to the team inbox.

If you are unsure, divert it first, look at what arrives, and only then switch it to go to the real person.

How it links together

Delivery choices sit on top of the routing set on the emails page. Branding in the previews comes from your organisation details.

See the guides on choosing who gets each email and on organisation details and branding.

From email to inboxRouting picks the recipient. Delivery decides whether they or the team inbox receive it.
  1. Email createdBy an event or schedule
  2. Recipient chosen
  3. Delivery decidedSend to them or Divert
  4. Looks rightSeen in Email previews

Questions people ask

What does Divert do?

It sends the email to the team inbox, with the real recipient in the subject.

Will invitations still reach people?

Yes. Sign-in links and invitations always go to the real person.

Why can't I change one email?

The platform team holds it. The row says so.

Do previews send anything?

No. They only show how the emails look.

Who can open this page?

Admins.