The Email section
The Email section (sidebar → Communication → Email) is one of the three communication sections, alongside Phone and Portal messages. It's a dashboard with stats and cards into Email blasts, Service reports, and Email domain setup — with the tracked email inbox one click away.
Emails are web-only. The technician mobile app's Comms tab shows texts, portal threads, and calls — emails never appear on mobile.
The tracked email inbox
- Every tracked customer email is listed with delivery, open, and click tracking.
- Emails tied to an invoice show a link to the related invoice.
- The actual sent email is rendered inline under "Message", so you can see exactly what the customer received. Older emails sent before content capture began show delivery status only.
- Sent service report emails appear here too, with the same delivery and open tracking.
Send from your own domain
Email Domain (reached from the Email section) lets you send customer emails from your company's own domain instead of a shared one — so invoices, service reports, and other customer emails carry your name. Combined with your logo and colors from <a href='/help/branding'>Branding</a>, customer-facing email is fully yours. The page moves through four states: not set up, Pending, Verified, and Failed.
- 1Enter your Domain (e.g. acmepools.com) and a Sender Address — the "From" address customers see. It auto-fills as noreply@ your domain, and you can change it. Click Set Up Domain.
- 2The page then shows a table of CNAME records (Name and Value columns, each with a copy button) to add at your domain registrar — GoDaddy, Namecheap, Cloudflare, wherever your domain's DNS lives.
- 3Click Check Verification once the records are in. DNS changes can take up to 72 hours to propagate, so "not yet detected" right after adding them is normal.
- 4When verification succeeds, the page flips to Domain Verified and all customer email sends from your address.
Pending domains auto-expire after 7 days if the DNS records are never added — if that happens, just set the domain up again.
- A Failed state means a verification attempt found the records missing or wrong — double-check them against the table shown and click Check Verification again.
- The sender address stays editable in every state (pencil icon). Changing it never requires DNS updates — only the part before the @ can change once verified.
- Remove Domain asks "Are you sure?" and requires a second click on Yes, Remove. Removing reverts your email to the default Pool Founder sender.
Email blasts: build the audience
Email Blasts (reached from the Email section) sends one-off bulk emails to your customers — for announcements like seasonal schedule changes or price updates. The New Blast tab starts with a Target Audience filter panel; leave everything blank to email every active customer, or narrow by any combination of:
- Scheduling: Technician and Day of Week — e.g. everyone on Thursday routes.
- Service & Equipment: Job Type (Any / Maintenance / Work Orders / Both types), Body of Water, Equipment Type, and Equipment Brand — e.g. every customer with a Pentair heater.
- Location & Status: City, Zip Code, Customer Status (Active / Archived / All), and Customer Tags.
- Two checkboxes: "Has active jobs only" and "Include additional emails" (also sends to each customer's extra email addresses).
A live recipient count updates as you filter, flagging customers with no email on file (they're skipped automatically). Below the composer, the matched-customer list shows every name and address — uncheck anyone you want to leave out of this one blast.
Email blasts: compose, send, and track
- The composer has a Subject Line and a rich-text body — bold, italic, headings, lists, and links. "Save as template" stores the current subject and body under a name; "Load template" brings any saved one back (templates can be deleted from the same menu).
- Toggle between Edit and Preview — the preview renders the actual branded email: your logo, company name, and brand color, with the unsubscribe footer every blast carries.
- "Send to N recipients" opens a confirmation showing the subject and count; confirming starts the send and shows a live progress bar with running Sent / Failed / Skipped tallies.
- The History tab lists every past blast — date, subject, sent/total, and status (Draft, Sending, Completed, Failed). Click one for the full blast detail.
- Blast detail shows eight stat tiles — Total, Sent, Delivered, Opened, Failed, Bounced, Complained, Skipped — a collapsible preview of the exact email content, and a per-recipient table with each person's status and delivery timeline (sent, delivered, opened, bounced, complained, with timestamps).
Per-customer email notifications
Customer email notifications can be toggled per customer — turning them off or on controls what that customer receives. Company-wide invoice email settings (send on create, receipts, failed-payment notices, reply-to address) live in Invoice Configuration — see Create and manage invoices.
See one customer's communications in one place
Open the customer's page and use the "Communications" section's "View all" — it expands in place with their recent texts, portal messages, calls, and emails, and each item links into the owning section's inbox.
Frequently asked questions
Can I see whether a customer opened an email?
Yes — the Email inbox tracks delivery, opens, and clicks on every tracked email, and shows the sent email rendered inline so you can see exactly what went out.
Why does an older email show no message content?
Emails sent before Pool Founder began capturing sent content show delivery status only. Everything since is rendered inline under "Message".
Can I read customer emails from the mobile app?
No — emails are web-only. The mobile Comms tab covers texts, portal threads, and calls.
Why is my custom domain still pending?
DNS changes can take up to 72 hours to propagate, so keep clicking Check Verification. But don't wait too long to add the records — a pending domain auto-expires after 7 days without them, and you'd need to set it up again.
Can I exclude one customer from a blast?
Yes — the recipient list under the composer shows everyone the filters matched, and unchecking a name removes them from that blast without changing anything on their account.