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Every email we send is listed here with the person or role that receives it, and some events have no email of their own and appear in the daily summary instead.

Emails follow the switches on a role. An email goes to everyone whose role holds the switch that acts on it. Admins hold every switch, so admins always get it. An email about a request goes to the person who created the request. If that person is disabled, it goes to every admin instead.

To the people on your team

An email arrives at once only when someone's hand is needed. A record of what happened arrives in the daily summary.

Your account

SubjectWho gets itWhen
Confirm your email for Confidential DispatchThe person who created the accountAt signup, and each time they choose to send it again.
Reset your Confidential Dispatch passwordThe address that asked for the resetWhen someone asks to reset a password.
You've been invited to your firm on Confidential DispatchThe colleague who is invitedWhen an admin invites a colleague.
Two-factor authentication was resetThe colleague whose two-factor authentication was resetWhen an admin resets it, or we reset it after the colleague asked us. It is not sent when a person turns their own off.
We've got your messageThe person who used Contact supportEach time they send a message. Their message itself goes to our support inbox.

Requests

SubjectWho gets itWhen
All documents receivedThe person who created the requestA client has submitted every item.
Documents received (marked complete by the recipient)The person who created the requestA client finished with items still outstanding.
A recipient may need a reminderThe person who created the requestA reminder came due for a link we are not reminding, so it is yours to send.

Retention

SubjectWho gets itWhen
A client's data is about to be deleted (retention expiry)Everyone whose role holds Decide retention cases and renewalsA row opens in the Retention queue, 15 days before the date.
A consent renewal hasn't been sent yetEveryone whose role holds Decide retention cases and renewalsA renewal is still unsent ten days and again five days before the date.

Plan and billing

Everyone whose role holds Plan & billing gets these.

SubjectWhen
Your free trial ends on a date7 days and 1 day before the last free day. You get none once you have paid for a plan or set up automatic renewal.
Your free trial has ended · pick a plan by a dateThe free period has ended without a plan.
Your plan has ended · payment due by a dateA paid plan has ended unpaid.
7 days until your account is suspendedGrace ends in 7 days.
Your account is suspendedThe day the account is suspended.
7 days until your account is deletedThe suspension ends in 7 days.
Your plan expires on a date7 days before the last day of a plan that will not renew by itself.
Your plan renews on a date7 days before an annual plan on automatic renewal renews. A monthly plan gets none.
Your payment for the plan did not go throughA charge on automatic renewal failed.
Payment received · Invoice with its numberEach payment received. The invoice is attached.

The plan and billing emails are explained in what happens if you stop paying.

The daily summary

One email at 08:00 IST, on a day something happened. Each line names a request and never a client. These records have no email of their own.

Line in the summaryWho gets it
Submission received, items still pendingThe person who created the request
Document replacedThe person who created the request
Link expired with items outstandingThe person who created the request
Rights request received or coming dueEveryone whose role holds Answer rights requests
Rights request answeredThe person who created the request
Consent recorded or declined for documents you holdThe person who created the request
Consent withdrawn by the clientEveryone whose role holds Withdraw consent, end a relationship, erase a person
Consent renewal accepted or declinedEveryone whose role holds Decide retention cases and renewals
Submission deleted on scheduleEveryone whose role holds Decide retention cases and renewals
Breach incident with a letter still to sendEveryone whose role holds Record and handle breach incidents
How many decisions wait in the Retention queueEveryone whose role holds Decide retention cases and renewals

To your clients

We send these to the email address you entered for the client. The receipt is the exception: it goes to the address your client types in when they ask for it. We send them, and each one carries your firm's name. Every one except the receipt carries a link your client can use to stop our emails. A client who has stopped them gets none of these, except the receipt they ask for.

SubjectWhen we send it
Document request for, then the request's purpose, then from your firm's nameYou send the link through us.
Consent renewal request for, then the purpose, then from your firm's nameA renewal goes out through us.
Consent request for, then the purpose, then from your firm's nameYou send a request that records consent only through us.
Reminder: documents still needed for, then the purpose and your firm's nameA reminder is due on a link we are reminding.
Reminder: your decision is still needed for, then the purpose and your firm's nameA reminder is due on a renewal or a consent-only request.
Your consent receipt, then your firm's nameYour client asks for it from their receipt. They can ask for it three times.