Emails

TutorCruncher's email system allows you to send personalised emails when certain actions are triggered, such as 'Welcome' emails and 'Low Balance' notifications. You can send emails to large groups of users within your system using broadcasts and target specific users using labels. Your emails are also logged in our analytics, so you can see what emails have sent and their status. TutorCruncher's emails are sent using Mandrill by MailChimp.

Sending Emails

What is a broadcast?

Broadcasts are a way to send emails to a group of people. You can send to tutors, clients, or students, and filter by status and labels. You can also send a preview of your broadcast to other people just by entering their email address. It can be useful to email yourself a preview to see how it looks. Broadcasts are written in Markdown. Take a look at our Markdown guide for help with writing broadcasts.

How do I create a broadcast?

You can create a broadcast by going to Communications > Broadcasts and clicking the 'New Broadcast' button. Choose the role you wish to send the broadcast to, select any status and label filters, and write your email. You can also include an email style to your broadcasts. Click 'Send Preview' and enter your email address to preview what the broadcast will look like before it goes out to your users. Once you've previewed the broadcast and made any necessary changes, click 'Send'. You can check the status of your broadcasts in Communications > Outbound Emails.

How do I unsubscribe a user from receiving broadcasts?

Your users will have an Unsubscribe link in every broadcast they get from TutorCruncher, or you can edit their profiles to untick the option 'Receive Broadcasts' under their address details.

Customising Emails

What is an email definition?

Email definitions are the automated emails that TutorCruncher sends to users when specific triggers are actioned. For example, when a new tutor profile is added the tutor will receive the 'Welcome Tutor' email including their name and login details. You can personalise email definitions by changing the message contents. You can also include an email style to email definitions.

How do I edit an email definition?

You can edit an email definition by navigating to System > Settings > Email Definitions. Click the plus icon on the email definition you want to edit. You are able to change the subject, subheading, message, and email style.

When editing an email definition, you will see words enclosed in curly brackets, for example {{ recipient_first_name }}. These allow the system to get information to put it into the email - in this case: the name of the person receiving the email. Therefore you shouldn't change or edit anything within these brackets, but you can move them around. Email definitions are written in Markdown. To apply formatting to plain text you can either use the tools provided on top of the text field or write the text with Markdown straight away. To preview how the text will be rendered click on the eye symbol.

Take a look at our Markdown guide for more help with editing email definitions.

Can I include custom text per email I send?

For some emails, you can include extra text to be inserted into the email definition. This is for cases where you would want to customise the email for each occasion. For example, when rejecting a tutor's job application, you may want to list different reasons each time.

The emails which allow this are:

Job Application Rejected: Rejecting a tutor's job application.

Interview Invitation to Tutor: Inviting a tutor for an interview.

For these email definitions, you can predefine messages to choose from when sending them. To do this, click on an email definition and click 'Edit Content Choices'.

What is each email definition for, and who are they sent to?

Email Definition Function
Administrator Task Reminder Customise the emails sent to administrators reminding them about upcoming tasks, including information concerning the task itself and the users associated with it.
Approve Tutor Customise the emails sent to tutors who have been approved to work for your company.
Client Enquiry Admin Notification Customise the notifications administrators receive whenever a client makes an enquiry.
Client Enquiry Confirmation Customise the emails clients receive upon making an enquiry.
Client Low balance Customise the emails sent to clients when their balance is running low and needs to be topped up.
Credit request receipt Customise the emails sent to clients whenever they pay a credit request via credit card.
Email Confirmation Customise the emails sent out whenever a new user signs up to your company, including a link for them to confirm their email address.
Interview Invitation to Tutor Customise the emails sent out to tutors inviting them for an interview.
Invoice receipt Customise the emails sent to clients confirming the successful payment of an invoice.
Job Application Accepted Customise the emails sent to tutors when their application for a job has been accepted.
Job Application Created Customise the notifications sent to administrators whenever a tutor applies for an available job.
Job Application Rejected Customise the emails sent to tutors when their application for a job has been rejected.
Job Notification Customise the emails sent to tutors whenever a (suitable) job is open for application.
Label Applied Customise the emails sent to inform a customisable recipient about the fact that a certain label has been applied to a target (job or user role).
Lessons Reminder Customise the emails sent to inform users about the time and location of an upcoming lesson, including a link for them to view the appointment in TutorCruncher.
Low balance Customise the emails sent to users when their balance is running low and needs to be topped up.
Notify admins of Client auto charge Customise the emails administrators receive regarding automatically charged clients, including a count of both successful and failed charges.
Notify Client of deferred payment Customise the emails sent to inform clients about an automatically delayed payment you will charge in a certain number of days.
Password Change Customise the emails sent out to inform users that they have successfully changed their password.
Password Reset Customise the emails sent to clients who have requested a password reset, including a link to enable them to do so.
Reject Tutor Customise the emails sent to tutors who have been rejected to work for your company.
Send auto charged Invoice Customise the emails sent to clients who are being automatically charged for their invoice.
Send Credit Request Customise the emails sent to clients when sending credit requests.
Send Credit Request Reminders Customise the emails sent to clients who haven't paid their outstanding proforma invoices.
Send Invoice Customise the emails sent to clients when sending invoices.
Send Invoice Reminder Customise the emails sent to clients who haven't paid their outstanding invoice.
Send Paid Invoice Customise the emails sent to clients when sending and invoice that has been already paid.
Send Payment Order Customise the emails sent to tutors when receiving payment orders.
Setup Direct Debit Customise the automated emails sent to your users enabling them to authorise direct debit payments.
Subscription charge generation Customise the emails you use to inform clients about the ad hoc charges generated for their subscriptions.
Subscription update Customise the emails sent to users to inform them about subscriptions that have been updated.
Top up receipt Customise the emails sent to users to confirm successful account top-ups.
Welcome Admin Customise the emails sent out to welcome new administrators, including a reminder to set their password and a valid login link.
Welcome Agent Customise the emails sent out to welcome new affiliates, including a reminder to set their password and a valid login link.
Welcome Client Customise the emails sent out to welcome new clients, including a reminder to set their password and a valid login link.
Welcome Student Customise the emails sent out to welcome new students, including a reminder to set their password and a valid login link.
Welcome Tutor Customise the emails sent out to welcome new tutors, including a reminder to set their password and a valid login link.

How do I stop a certain set of emails from sending?

If you want to stop a certain email trigger from sending, navigate to System > Settings > Email Definitions and click the plus icon on the email definition you want stop. Deselect the 'Emails sending' box and click 'Submit'.

How do I send emails from my own email address?

Look below at Email Styles. On each Email Definition (above) you can set the email style, or simple change the default one.

How do I add my company name to the email address?

Using the format below, you can edit your Email Style to include your company's name.

My Company Name <info@mycompany.com>

What is an email style?

Email styles allow you to choose the sending and reply addresses, template, title and logo for each style. Styles can then be used in broadcasts and definitions. For example, if you want your 'Send Invoice' emails to be sent from accounts@example.com, then you can change the from address in the email style to be Accounts <accounts@example.com>.

How do I create an email style?

You can create an email style by first navigating System > Settings > Communications > Email Styles. Click the 'Add Email Style' button to create a new style or click on an existing style to edit it.

Please note: As of 27th April 2016, sending any emails from a custom email address requires you to verify and configure SPF and DKIM records for all active sending domains. To learn how to do that, click here.

How do I change the template of an email?

First create a template by navigating to System > Settings > Templates > View existing templates, and click the 'Add Template' button. Give the template a name, select 'Email Template' under 'Type' and click 'Submit'.

Then on the templates list page, find the template you wish to edit and click 'Edit Content'. You should see a page with an HTML editor already containing the default email template used by TutorCruncher. Be careful when editing any content surrounded by curly braces (i.e. {{ }}), because they are used by the system to get your content such as logos and headings. Our email templates are written in Mustache, but as long as you know HTML, you shouldn't have a problem making edits.

Once you've made your desired changes, click 'Save'. Then go to System > Settings > Communications > Email Styles to create an email style using your template. Try previewing your email style and template by sending yourself a broadcast preview.

Guide to writing mustache templates

Example Function Description
{{ name_of_variable }} Insert variable This is how we insert variables into template. For instance, {{ recipient_first_name }} will pull in the first name of the person you are sending the email to.
{{#variable_to_check}} ... {{\variable_to_check}} IF statement This adds logic to the template. If the variable exists or is true, then the text in the middle of it will be inserted into the template. If the variable doesn't exist or is not true, then the text will not be included.
{{^variable_to_check}} ... {{\variable_to_check}} IF NOT statement This does the opposite of the line above. If the variable doesn't exist or is not true, then the text will be included, and vice versa.

Please note:

{{#first_variable_to_check}}    < Opening first IF statement

...

{{#second_variable_to_check}}   < Opening second IF statement

...

{{/first_variable_to_check}}    < Closing first IF statement

...

{{/second_variable_to_check}}   < Closing second IF statement

Whereas this would:

{{#first_variable_to_check}}    < Opening first IF statement

...

{{#second_variable_to_check}}   < Opening second IF statement

...

{{/second_variable_to_check}}   < Closing second IF statement

...

{{/first_variable_to_check}}    < Closing first IF statement

How do I add my company logo onto an email?

To use your company logo in your emails, you must create an email style with your logo uploaded. Navigate to System > Settings > Communications > Email Styles and either add or edit an email style. Under 'Logo' click 'Choose file' and upload your company logo, then click 'Submit'. Any broadcast or email definition using that email style will have your company logo.

You can change your email footer in System > Settings > Communications. Click one of the edit icons below, write your message and click 'Save'. The email footer is written in Markdown. Take a look at our Markdown guide for help with editing email footers.

How do I add documents/PDFs to an email?

You can upload files such as images, PDFs, etc. that can be linked to or used in emails. These files are publicly available, meaning that anybody with the link will be able to access the file. Navigate to Communications > Public Files, choose your file from your computer, and click 'Upload'. The file will appear in a list on the page. You can click on the file's link to view the file in your browser. Copy the link address and use it in the Markdown editor for email definitions and broadcasts or the HTML editor for templates.

How do I include images in my email?

With Markdown, including images is easy.

Simply use the format ![](picture_url)

For example:

![](http://bit.ly/1Sb9na2)

Why didn't my client receive an email?

This can happen for several reasons.

How do I resend a Welcome Email?

If one of your users has not received/is unable to locate their Welcome Email, simply navigate to the user's profile and click on the 'Resend Welcome Email' button. This will only show if the user has not logged in already, so in other circumstances you can instruct your users to reset their password.

Email Analytics

How do I check what emails have been sent?

To check the status of your sent emails, navigate to Communications > Outbound Emails. Here you can see all emails sent from your TutorCruncher account. It may take up to five minutes for a newly sent email to appear on this page. If an email doesn't appear in this list, then it has most likely not sent.

Emails sent from TutorCruncher use field names, so you can form searches using the commands below, in the format fieldname: text, for example subject: New job teaching GCSE English.

Field Name Description
state Search by the status of the email. Options are 'sent', 'bounced', 'soft-bounced', 'rejected', 'spam', and 'unsub'
sender Search the sender/from email address for the message
full_email Search the full email address for the recipient
subject The subject line of the message
opens.location Search for the location where a recipient opened the message.

You can find more information about how to search your email outbox from the Mandrill Help Site.

How do I view the activity of my sent emails?

To view the activity of your company's emails, navigate to Communications > Email Analytics. The data on this page shows you information about your emails within the last 90 days. The chart shows you how your emails have been received in the past 7 days. Use the glossary below to help you understand the status of your emails.

Reputation: This value is based of how many bounces, spam complaints and unsubscribes your emails get when sending. The more bounces and spam complaints you get compared to the amount you send, the lower your reputation will be.

Soft Bounces: This is usually what happens if an email address doesn't exist. It will try and resend up to seven times.

Hard Bounces: When an email soft-bounces more than 7 times it is converted to a hard bounce, and they email address will be blocked for a time. If an email address gets blocked often it is converted to a reject.

Complaint: If a recipient marks an email as spam, it is marked as a complaint and then that email address will be blocked from receiving emails for a year.

Rejects: An emailed address is rejected by the email service if it has hard bounced too many times or has been marked as spam.

Opens: Shows how many users opened the email.