What are Automatic Emails on the platform?
The “Messaging” tab in the admin panel allows you to create, edit, and track email campaigns sent to users. You can design campaigns, send them to specific user groups, test and preview emails, and analyze engagement metrics.
In the "Messaging" tab you find both Custom Emails and Automatic Emails. This article is about Automatic Emails, for more information about Manual Emails read this support article.
Automatic emails
Automatic emails are messages sent by the platform without manual intervention. They are triggered by user actions (e.g., posting a comment), platform events (e.g., new project phase), or actions by others (e.g., receiving moderator rights).
Automatic emails always include:
The platform logo (editable via Settings > Branding)
An unsubscribe option (to stop receiving automatic emails)
Terms & Conditions and Privacy Policy links
There are two types of automatic emails:
Platform-level automatic emails: only accessible by admins to Customizable emails that can be enabled or disabled on a platform level and will be the default setting for the entire platform, unless overwritten on a project-level.
accessible via the Messaging general tab > Automated emails
Phase-level automatic emails: turn on and off automatic notifications that will be send to users in that phase.
accessible via the project Timeline tab > selected your phase > Notifications tab
ℹ️ Notes:
Admins can enable or disable certain emails
If platform-level emails are enabled, they can be disabled on a project level
If platform-level emails are disabled, they can NOT be enabled on a project level
Users can manage their own notification preferences.
Key features of automatic emails
Platform Management: Admins decide which automatic emails are active.
User Management: Users can fine-tune their own preferences.
Trigger System: The platform determines when to send each automatic email based on defined triggers (e.g., comment replies, status changes).
How and where are automatic emails triggered?
Automatic emails are triggered by specific user actions or system events. The triggers vary by feature area. Use the overview below to find relevant email triggers based on what you’re working on.
Surveys
Users receive automatic emails in the following cases:
Survey Not Submitted (User who has started but not submitted their survey, 1 day after user last saved the survey in draft)
Ideation
Users receive automatic emails in the following cases:
Status change of an input that you follow (Users that follow the input, when the input status changes)
Update on an input that you follow (Users that follow the input, when the input receives official feedback)
Publication of my input (Users who posted the input, when the input is published)
A comment on an input that you follow (Users who follow the input, when a user comments on the input)
Mention in an update (Users that are mentioned in a comment, when the mention is made)
A reply on my comment (Users that posted a comment, when another user replies to the comment)
Deletion of my comment (Users that posted a comment, when their comment is deleted)
Proposals
Users receive automatic emails in the following cases:
Mention in an update (Users that are mentioned in a comment, when the mention is made)
A reply on my comment (Users that posted a comment, when another user replies to the comment)
Deletion of my comment (Users that posted a comment, when their comment is deleted)
Weekly overview of your proposals (Users who uploaded proposals, weekly)
Status change of a proposal that you follow (Users who follow the proposal, when the status of the proposal changes)
Update on a proposal that you follow (Users who follow the proposal, when the proposal receives official feedback)
Invitation to co-sponsor a proposal (Users who are invited to co-sponsor a proposal, at the time of invitation)
Publication of my proposal (Users who posted the proposal, when the input is proposal)
A user accepts my invitation to co-sponsor my proposal (Users who published a proposal, when their invitation to co-sponsor a proposal is accepted)
A comment on a proposal that you follow (Users who follow the proposal, when a user comments on the input)
Voting and prioritization
Users receive automatic emails in the following cases:
Last chance to vote (Users who engaged with the project but have not voted, 2 days before voting phase closes)
Confirmation of voting (Users who voted, when their votes are submitted)
Votes not submitted (Users who voted, 1 day after user last voted without submitting)
Voting results (Users who engaged with the project, when the voting phase ended)
New project phase with voting
Other Features
Users receive automatic emails in the following cases:
Event registration confirmation (User after successfully registering to an event)
Project published (Users who follow areas or tags defined within to a project, when the project is published)
New project phase (Users who follow the project, areas or tags of a phase, when the new phase is active)
After Registration (User who registers)
Weekly Overview (All users, weekly)
Invitation Reminder (User who was invited, 7 days after the invite was sent)
Admins and Project Managers
Admins and project managers receive automatic emails in the following cases:
Weekly overview for project managers (Managers, weekly, on Mondays at 10 AM)
Weekly overview for admins (Admins, weekly, on Mondays at 10 AM)
Mention in an internal comment (Users who are mentioned, when mentioned in internal comment)
Internal comment on my internal comment (Admins & managers, when user replies to internal comment)
Internal comment on input I commented internally on (Admins & managers managing the project, when internal comment is posted on user’s internal comment)
Internal comment on input assigned to me (Admins & managers, when internal comment is posted on input assigned to user)
Project moderation rights received (Users who are receiving project moderator rights, when they receive the rights)
Folder manager rights received (Users who are receiving folder moderator rights, when they receive the rights)
Admin rights received (Users who are receiving admin rights, when they receive the rights)
Assignment of an input to me (Admins & managers assigned to the input, when input is assigned)
New input in a project I moderate (Admins & managers, when input is published)
Input spam report (Admins & managers, when input is flagged as spam)
Weekly overview of assigned inputs (Admins & managers assigned to the input, weekly, on Tuesdays at 8 AM)
New comment in a project I moderate (Admins & managers, when user comments)
Comment spam report (Admins & managers, when comment is flagged as spam)
Proposals reached the voting threshold (Admins, when proposal is upvoted above threshold)
New proposal (Admins, when new proposal is posted)
Proposal resubmitted for review (Admin assigned to a proposal, when proposal is resubmitted for review)
Proposal spam report (Admins, when proposal gets reported as spam)
Assignment of a proposal to me (Admin assigned to a proposal, when proposal is assigned)
Upcoming new project phase (Admins & managers managing the project, 7 days before the project changes phase)
Inappropriate content flagged (Admins & managers, when content gets flagged as inappropriate)
Internal comment on unassigned input in unmanaged project (Admins, when internal comment is posted on unassigned input in unmanaged project)
Internal comment on unassigned proposal (Admins, when internal comment is posted on unassigned proposal)
Internal comment on proposal I commented internally on (Admins & managers, when internal comment is posted on proposal user commented internally on)
Internal comment on proposal assigned to me (Admins & managers, when internal comment is posted on proposal assigned to user)
Image handling in emails
Images in campaigns can be resized by selecting the image (dotted outline appears) and dragging the corner handles.
Automatic emails inherit the platform logo automatically.
How to manage automatic emails?
Platform-level automatic emails
To manage your platform’s automatic emails:
Go to the Messaging section in your admin panel.
Open the Automated emails tab.
You’ll see a list of all available automatic email types. Each entry includes:
When the email is sent
Who will receive it
To disable or enable a notification, use the toggle switch:
Off: The email will no longer be sent to anyone.
On: The email will be sent, unless a user has opted out in their personal settings.
ℹ️ Note: Some email notifications cannot be turned off. These are considered essential for the platform's core functionality, for example: official updates on user inputs.
Phase-level automatic emails
Go to Your Project > Timeline > Your phase
Open the Notifications tab
You’ll see a list of all available automatic email types. Each entry includes:
When the email is sent
Who will receive it
ℹ️ Note: Platform-level automatic emails will also be active on a phase-level, unless specifically overwritten. Phase-level emails can:
Be disabled, if enabled on a platform level
Not be enabled, if disabled on a platform level
Be further customized and will overwrite platform-level customization
User-level preferences
Each user can manage their own notification preferences, regardless of platform settings. For more details, see article 'How to manage your user account'.
How to customize automatic emails?
How to customize automatic emails on a platform level?
Navigate to the Messaging tab in the backoffice
Click Automated emails at the top
Choose the notification you want to customize and press Edit on the right
How to customize automatic emails on a phase level?
Navigate to your Project
Go to Timeline and select the Phase where you want to edit your email
Go to the Notifications tab
Choose the notification you want to customize and press Edit on the right
