Configure automatic emails to your customers

Reonic sends automatic emails to the end customer at every load-bearing moment of the sales process: when a lead lands, when you ask for documents, when you send an offer, when the customer signs. You set the subject, the title, and the body once in Settings, and Reonic uses them on every future send. This page is the full reference for what's editable, which variables work, and how to plug in your own sending domain.

Residential feature. Automatic email templates live on residential workspaces. On a commercial workspace, the Automatic emails page shows a Residential only banner and Reonic sends built-in defaults instead.

Before you start

• You need the Admin role. Editing these templates is admin-only. Editors and Viewers can open the page but can't save changes.
• Plan your tone before you type. Reonic's defaults are professional-neutral. You may want warmer, branded copy. Decide whether you want to customise all eight events at once or start with the highest-leverage ones (New proposal and Customer portal link).
• Clearing a field falls back to the Reonic default. If you want to keep a copy of the current text, paste it into a scratch document before editing.

Open the Automatic emails page

1. Open Settings.
2. Under Customer communication in the left nav, click Automatic e-mails, or use the top search bar and type "Automatic e-mails".
3. Each of the eight events expands into its own section with a short description of when it fires.

Pro tip: Customise the New proposal email first. That's the moment your prospect makes up their mind about your company, and the natural place to land your brand voice.

The eight customer-facing emails

Reonic sends these eight emails automatically to the end customer. Each one has three editable fields: subject, title, and body.

• **New lead** — A customer submits the Energy House form on your website. They get a confirmation that the request arrived.
• **Need information** — You request additional information or images from the customer on the project.
• **New proposal** — You send an offer to the customer for the first time.
• **Edited proposal** — You withdraw an offer, edit it, and re-send. A separate template so you can word the "here's an updated version" differently from the first send.
• **File request** — You ask the customer to upload a document (ID, meter photos, property deed) via the customer portal.
• **Signature completed** — The customer signs the offer digitally. Confirmation email.
• **Customer portal link** — You activate the customer portal for the customer; they get an email with the access link.
• **Cannot fulfil request** — You reject the customer's request, for whatever reason. The polite no-thank-you template.

Pro tip: Pre-write the Cannot fulfil request template once and forget it. You'll be glad it's polished when you actually need it, because that conversation is hard enough without having to draft the rejection on the fly.

Edit an email template

1. Open Settings > Customer communication > Automatic e-mails.
2. Pick the event you want to customise from the eight sections.
3. Edit any of the three fields:
   • Subject — the line that appears in the customer's inbox.
   • Title — the inline header at the top of the email body.
   • Body — the message body (HTML supported, so links and basic formatting work).
4. Type any variables you want directly into the text, e.g. {customerFullName}, copying the exact spelling from the variable legend beside the editor (it's a read-only reference list, not click-to-insert). Preview before you save, see Things to know.
5. Click Save. A success toast confirms; Cmd-S / Ctrl-S also works.

A preview alongside the editor shows the rendered email with real values substituted in. Changes apply to every email fired after you save; already-sent emails keep the wording they went out with.

Pro tip: Save your finished templates somewhere outside Reonic too, like a notes doc or a shared drive. That gives you a backup and a version trail you can diff by hand.

Use variables in your emails

Reonic supports four variables. They're shown in a read-only legend beside the editor for reference. Type the one you want into the body by hand, copying the exact spelling (there's no click-to-insert).

• **`{customerFullName}`** — The end customer's first + last name from the project.
• **`{userFullName}`** — The name of the currently-assigned Key Account Manager on the project.
• **`{clientName}`** — Your workspace's display name.
• **`{companyName}`** — Your company-record name.

Pro tip: The {userFullName} variable is especially useful in the Need information email. The customer sees the name of the person actually writing to them, which dramatically increases reply rates over a generic "your installer" greeting.

Note: Copy the exact variable name from the legend rather than typing it from memory, and always preview the rendered version. If a variable name is misspelled, the customer sees an empty space where the value should be.

Brand colours on emails are set up by Reonic

The brand colours used across your email templates are not editable on this page: there's no Brand colours section on Automatic emails. They're configured during onboarding and changed by your Reonic account manager. To update them, send your hex codes to your account manager; new colours apply to future sends (already-sent emails aren't re-coloured).

Preview an email before sending

The editor renders a live preview next to each event's fields, with real workspace values substituted in ({clientName} becomes your actual company name in the preview).

To check what a real customer would receive end-to-end, the cleanest path is:

1. Create a test project in your workspace with your own email address as the customer.
2. Trigger the event you want to verify (submit the Energy House form, send yourself an offer, etc.).
3. Check the email in your real inbox.

The templates page doesn't have its own "send test email" button; the test-project route above is the way to see a real send end-to-end.

Send emails from your own domain

By default, customer-facing emails come from a Reonic-managed sender. Once your Reonic account manager enables custom SMTP for your workspace, you can route them through your own mail server so they appear to come from your own domain (for example noreply@yourdomain.de). This improves deliverability, keeps the brand consistent, and means homeowners flag fewer unknown-sender emails as spam.

1. Contact your Reonic account manager about custom SMTP for your workspace.
2. Once enabled, open Settings > Company settings > Integrations > SMTP Mail Server.

Note: Admins see the custom-SMTP status panel on the Integrations page before the feature is turned on. It shows as inactive with the configure, test, and disable actions greyed out. If you can see the panel but can't act on it, contact your Reonic account manager.

1. Enter your SMTP credentials:
   • Host — for example smtp.sendgrid.net or mail.yourdomain.de.
   • Port — typically 587.
   • Username — usually your account or API-key identifier.
   • Password — supplied by your SMTP provider.
   • From address — the email address customers will see (for example noreply@yourdomain.de). This must be authorised by your SMTP provider.
2. Use the Send test email action to fire a sample to a specified address. This verifies the connection without disrupting customer emails.
3. Save once the test succeeds. All future customer-facing emails route through your SMTP.

Pro tip: Make sure your domain has proper SPF / DKIM / DMARC records before going live. Without them, customer email clients flag your messages as spam or reject them outright. Your IT team owns the DNS records; Reonic relies on them being correct.

Note: Your SMTP routes customer-facing emails. Your team's internal Reonic emails (mention notifications, daily digest, sign-in link) keep sending from Reonic's own sender, whatever your SMTP config.

What SMTP providers work

Any standard SMTP server works. Common picks:

• SendGrid — reliable, well-documented, generous free tier.
• Postmark — fast, transactional-focused, strong deliverability.
• Mailgun — flexible, big-volume option.
• Your domain provider's SMTP — fine for low volume; check sending limits.
• Your IT team's self-hosted SMTP — works if you trust the deliverability.

A managed service like the ones above is all you need. There's no desktop mail client to install.

Set up a classic SMTP mailbox that isn't Microsoft or Google

For traditional SMTP servers (1&1 / IONOS, Strato, domain-host webmail), the steps match the flow above. Enter the host, port, username, and password your provider gives you. The credentials usually live in your domain provider's control panel under Email > SMTP settings or Outgoing mail server.

Customise text on calendar invites you send to customers

Reonic sends two flavours of calendar email when you book an appointment with a customer:

• The calendar invite email body — the wrapper "Hallo Jane Doe, here's your appointment" boilerplate.
• The event title and description — what shows inside the calendar entry itself.

Edit the title and description directly on the event:

1. Open the project → Calendar tab (or Termine).
2. Create or open a calendar event.
3. Edit the title and description fields directly on the event.
4. Save.

The customer's calendar invite carries your custom title and description. The wrapper email body ("Hier ist Ihre Termineinladung") is a fixed template, so the per-event title and description you fill in are the parts the customer reads.

Activate the customer portal and customise the welcome email

When you grant a customer access to the customer portal, Reonic sends the Customer portal link email with a sign-in link. The body, subject, and title of that email are fully editable.

1. Open Settings > Customer communication > Automatic e-mails > Customer portal link.
2. Edit the three fields with your welcome wording. Use {customerFullName} and {clientName} to personalise.
3. Save.

The next portal-activation email (fired from the project view when you click Activate customer portal) uses your custom copy.

Note: The portal page itself (the heading "Ihre Projektübersicht", the section labels Documents, Appointments, File requests) uses translated UI strings. To shape what the customer reads, put your wording in the Customer portal link email body. That's the last thing they read before they click into the portal.

Send file requests to ask for documents

The File request email fires when you request a document upload from the customer (ID, meter reading, signed mandate, etc.) via the customer portal's file-request workflow.

1. Open Settings > Customer communication > Automatic e-mails > File request.
2. Customise subject / title / body to explain what you're asking for and why.
3. Save.

When you trigger a file request on a project, the customer gets your custom email with a link to upload directly into the portal. See the customer portal article for the file-request workflow itself; this page is where you set the email wording.

Notify yourself of new leads

Separate from the customer-facing emails above, Reonic can also send an internal email to your sales team when a new lead lands.

Configure the company-wide lead notification

1. Open Settings > Organization > Notifications > Company wide.
2. Toggle Notify on new lead on.
3. In Lead notification recipients, enter the email addresses that should receive the notification, typically:
   • A single sales lead.
   • A shared inbox like sales@yourcompany.de.
   • Multiple individual addresses for redundancy.
4. Save.

Every new lead (from the Energy House public form, from a manual creation, from a CRM import) sends an email to every address in this list.

Pro tip: This list includes both private and commercial leads. The same toggle and recipient list cover both flows. There is no separate commercial-only toggle.

Note: Keep the recipient list current. If an address stops working (someone leaves the company, a mailbox is full), remove it and add the replacement. Audit the list every few months by sending a manual test email to each address.

Configure your personal new-lead and task email notifications

Each Reonic user has their own notification toggles, independent of the company-wide list above.

1. Open Settings > Organization > Notifications > Personal.
2. Toggle individual flags on or off. There are ten event-level toggles plus a daily-digest schedule. Highlights:
   • Notify on user assignment — you're personally assigned to a request or offer.
   • Notify on open tasks — the daily digest of tasks still open.
   • Notify on task user assignment — a task is assigned to you specifically.
   • Notify on view digital offer — the customer opened your digital offer (lets you call while it's still warm).
   • Notify on calendar event invitation — you're invited to a calendar event.
   • Notify on checklist user assignment — a checklist item is assigned to you.
3. CC on request or offer sent — separate toggle. If on, you get a copy of every customer-facing email Reonic sends on your behalf. Useful for auditing what the customer actually received.
4. Remind me before calendar events — turn this on to get a reminder email ahead of your calendar appointments. A lead-time dropdown appears when you enable it: pick 5, 10, 15, or 30 minutes; 1, 2, 4, or 8 hours; or 1 day, 2 days, or 1 week before the event (it defaults to 1 day before). It's the one notification where you choose when it fires — the rest arrive at the moment of the event.
5. Daily digest time — pick an hour-of-day when the open-tasks digest fires.
6. Save.

Pro tip: If you're a sales agent who handles inbound leads, switch Notify on user assignment on and ask your admin to also add you to the company-wide Lead notification recipients. That way you get the broadcast and the personal assignment.

Turn off email notifications for your own tasks

If your inbox is overrun with Reonic task emails:

1. Open Settings > Organization > Notifications > Personal.
2. Toggle off Notify on open tasks (kills the daily digest).
3. Toggle off Notify on task user assignment + Notify on task team assignment (kills the per-event task emails).
4. Optionally toggle Notify on overdue tasks only on so you still hear about overdue tasks but skip the routine "due today" / "due this week" sections.
5. Save.

Your settings are personal; colleagues' inboxes are unaffected.

Notify yourself when a customer views a digital offer

In Settings > Organization > Notifications > Personal, toggle Notify on view digital offer on. Every time a customer opens your digital offer link, you get an email, which is useful for timing the follow-up call while the offer is still on their mind.

Find your Energy House link and QR code

Your public Energy House link and the built-in QR code live in Settings > Energy House, alongside the rest of the lead-funnel configuration. See the Energy House article for the full funnel setup.

Configure where leads come from (lead source tracking)

When a customer fills out the Energy House form, Reonic stores a lead source so you can attribute and report. Configure your taxonomy of sources separately:

1. Open Settings > Lead generation > Lead sources.
2. Add or edit entries. Typical sources: Website, Trade show, Referral, Aroundhome, Wattfox, Cold call.
3. Save.

The Energy House form and the lead-creation modal both pull from this list.

Customise the Energy House text, salutation, and packages

Salutation (Du/Sie), package text, and general page-text customisation live on the Energy House settings page, alongside the funnel's other configuration. See the Energy House article for the full setup. Note: changing the Energy House salutation does not ripple into the email templates on this page. Keep them aligned by hand. You can also set the salutation form (Du / Sie) directly in your custom subject / title / body text on this page; the variables carry the name, and you write the surrounding tone.

Customise invoice and offer wording

The Automatic emails page covers the eight events listed above. Wording on invoices (transfer instructions, payment terms) and offer documents (legal texts, terms of service, withdrawal notice) lives on different settings pages:

• Invoice text and transfer wording → Settings > Company settings > Invoicing > Text Templates. Set the body text shown on PDF invoices and the bank-transfer instructions. See the Invoicing tool article.
• Payment terms templates → pre-defined payment-term presets you can pick per offer. Reonic support can point you to the exact page if you can't find it.
• Withdrawal notice (Widerrufsbelehrung, "cancellation policy") → Settings > Planning & offer > Legal. Edit and save the per-language withdrawal notice that flows into the offer PDF. See the Rechtliches (Legal) article.
• General terms of service (AGB, "general terms and conditions") → Settings > Planning & offer > Legal. Same surface as the withdrawal notice, separate field. See the Rechtliches (Legal) article.
• Contract terms templates → reusable text blocks attached to offers. See the Angebot (offer template) article for the central offer template that pulls them in.
• PDF button labels like Kostenvoranschlag erstellen → these belong to the PDF template configuration, not the email templates. See the Seiten & Design (page-design) surface for the PDF layout, or the Angebot (offer template) article for the offer-PDF defaults.

Set up checklists and folder structures (separate from emails)

Checklists, default folder structures, and project-overview text customisation live on their own dedicated Settings pages:

• Checklists → the Settings > Checklists category, split into Qualification, Consulting, and Site documentation pages. Create and edit reusable checklist templates and assign them as defaults per project type.
• Default folder structure → Settings > Organization > Folder management. Define the folder tree new projects inherit.
• Project-overview text customisation → the portal headings Your Project Overview, Documents, etc. are translated UI strings. To put your own wording in front of the customer, use the Customer portal link email body (see above).

Enable extra features (3D, photogrammetry, string planning, Mieterstrom)

Several features that you might assume live under Automatic emails are actually standard settings or Reonic-enabled options:

• Photogrammetry — toggled on the Mobile App side. Contact your Reonic account manager if your workspace doesn't show the option.
• 3D planning — enabled by default on residential workspaces; the configuration lives under Settings > Planning & offer > Planning.
• String planning — toggled per offer variant. There's no global on/off setting.
• Mieterstrom (tenant-power) projects — contact your account manager.
• Default calendar — the calendar you sync to (Outlook, Google) is configured per user on Settings > Organization > Calendar management > Personal calendars, not at the workspace level.

Calendar integration: sync Outlook, Google, or other calendars

A large family of related questions ("how do I connect Outlook?", "how do I see Reonic appointments in my Google Calendar?", "why doesn't my Outlook sync work?") belongs to the calendar-integration article, not to Automatic emails. On the email and calendar side Reonic works with Microsoft 365 / Outlook and Google Workspace (or personal Google) for two-way calendar sync, any standard SMTP server for outgoing customer email (see What SMTP providers work above), plus a per-user iCal feed URL for read-only subscription from any client that speaks iCal.

• Connect Outlook / Microsoft 365 → Settings > Organization > Calendar management > Personal calendars. Per-user; each user grants their own consent.
• Connect Google Workspace → Settings > Organization > Calendar management > Personal calendars. Per-user; Google Workspace and personal Google accounts both work.
• Connect a classic SMTP / IMAP mailbox → handled in Settings > Company settings > Integrations > SMTP Mail Server (covered above on this page).
• Subscribe to a Reonic calendar feed from an external client → use the per-user iCal feed URL exposed on Settings > Organization > Calendar management > Personal calendars.
• Add a company-wide calendar → admin-only, on Settings > Organization > Calendar management > Company calendars.
• Visibility, permissions, troubleshooting → see the dedicated Calendar > Connect your Outlook or Google calendar article in this help center.

Calendar sync carries appointments (calendar events), so set up the providers above to see your Reonic appointments in Outlook or Google. Tasks themselves don't sync to external calendars; only calendar events (appointments) do. Use the Calendar section of the help center for setup, permissions, sync troubleshooting, and visibility.

Things to know

• Empty fields fall back to Reonic defaults. Clearing a field lets Reonic substitute its built-in default for that field and event, so you can customise only the events you care about and let the rest fall back. The same move also reverts a field: clear it and the default returns (you lose your edits, so back up first).
• Customisation is single-locale. When you customise a template, the same text goes to every customer regardless of their language. Write a German body and French and Italian customers get the same German text. Reonic's defaults are translated into around 11 languages, so leave a field blank to keep that multi-language fallback.
• The eight events on this page are the editable emails. Calendar-invite wrapper text, task notifications, daily digest, sign-in link, mention emails, and signature confirmations to your own team use fixed templates. Field-service (Baustellenservice) notifications and the subsidy-confirmation-uploaded notification are also system-fired, not editable events. Changes to a template apply to future emails; already-sent emails keep their wording, and project-level defaults (folder structure, checklist) apply to new projects created after the change.
• Templates are global per workspace. One set of copy goes to every lead source, region, and customer type. To suggest a wording change to a Reonic-shipped default, contact your account manager.
• HTML in the body works with simple tags (<p>, <strong>, <a href>, <br>). Keep to simple formatting and skip JavaScript and complex CSS. <img> tags pointing to a CDN may render, but test with yourself as recipient before relying on images.
• Custom SMTP routes customer-facing emails only. Your team's internal emails (mentions, daily digest, sign-in link) always send from Reonic. With your own SMTP, bounce notifications go to your SMTP provider, so monitor your provider's dashboard for dead addresses.
• The lead-notification list is one workspace-wide list. You can't route different regions to different addresses. If you need per-region routing, the workaround is a forwarding rule on a shared inbox.
• Mobile App push is broadcast-only. The Mobile App's push toggle delivers Reonic announcement broadcasts (a maintenance notice, a feature notice). The everyday events that send you an email (new lead, task assigned, offer signed, calendar invite) stay on email, so keep your event notifications set up under Settings > Organization > Notifications > Personal.
• Need an external designer to tweak templates? Create a real user with the Editor role, let them edit, then remove the user when done. Or share your screen and have them dictate edits while you click.

Need help?

• Step-by-step questions about template customisation → contact your Reonic account manager.
• Custom SMTP activation → your account manager enables this; it's not self-service.
• Lead notification list issues (bounces, missing recipients) → open Settings > Organization > Notifications > Company wide, audit the list, and send a manual test email to each address.
• Feature requests (more events, per-locale customisation, A/B testing, version history) → drop a note to your account manager.
• Bug reports → include a screenshot of the template and the URL where the issue happened in your support email.

Last updated on August 4, 2026