Send client emails from templates

Before you start

Client emails are short emails Scoped sends your clients at the moments it knows about: a project starting, a quote waiting for an answer, a new inquiry, a job wrapped up, and, when you choose, a review request or a check-in. Each one goes out from a Scoped address as “your business via Scoped”, and replies come to you. They are part of Plus, Pro and the trial on Scoped Cloud, where client emails are turned on for your workspace. Open Settings → Client emails first: say where replies go, add your review link and how soon you usually reply, and pick the voice that fits your clients: Trades & home services, Agencies & consultants, or Generic.

Start an email from a contact

1. Open the contact and choose Email next to an address under Contact details.
2. Pick a template. Suggested lists the ones that fit right now, with the reason, such as a project that just started; Favorites and All templates… show the rest. A template that isn’t ready says what it needs, such as a quote link or a start date, and one already running offers Stop instead.
3. Read the preview with this client’s details filled in. For the welcome note, edit the checklist for this one send.
4. Choose Now or Tomorrow at 9:00, then Send. Your own sends go out inside the next send window, weekdays 8:00 to 18:00 in your workspace’s timezone, with no hold.

An address that bounced, marked an email as spam or unsubscribed shows why instead of templates; quotes and invoices still reach it. The same menu copies the address or opens it in your own mail app.

Follow, pause or stop what's going

The contact’s Emails tab shows each email that is running as a timeline of its steps, what else is scheduled for them (invoice reminders and follow-ups), and a history with the reason each one ended. Overview → Communication shows the next step too, and Actions lists holds under Sending soon.

1. Pause holds the next step without ending the email; Resume lets it go on.
2. Skip next drops the next step and keeps any after it.
3. Send next now sends the next step inside the next send window instead of waiting for its day.
4. Stop ends the remaining steps. Stop during a hold and nothing is sent at all.

Each template also stops by itself when its reason is gone: the quote follow-up when the quote is accepted, declined or expires; the inquiry reply when a quote goes out, the deal moves or you reach the client another way; the welcome when the project is canceled or paused or loses its start date. The quote follow-up, inquiry reply, review request and check-in stop when the client replies, as soon as the reply is recorded on their contact: by Scoped for Mac reading your Mail, by an assistant that records your email, or by a new inquiry saved to them. The welcome and the wrap-up do not stop on a reply.

Let moments and assistants send

In Settings → Client emails, each template has two switches. Send automatically when … starts the template at its moment: a project starts from a won deal, a quote is sent, an inquiry is captured (never one held for review), or a project is completed. The kickoff screen shows the welcome note pre-ticked when a won deal becomes a project; untick it and nothing is sent, whatever the switch says. Review requests and check-ins are never automatic.

Assistants can send lets ChatGPT, Claude, Scoped for Mac or another connected assistant start that template for a contact, once you grant it the client emails permission when you connect. An assistant sends the template as it stands, to an address already on the contact, and can show you the exact email first. It cannot write an email of its own, and it stops at a daily limit.

Every automatic or assistant send waits about ten minutes first. It appears in Actions under Sending soon and in the contact’s Emails tab with Stop, and nothing has gone out until the hold ends. Sends keep to weekdays 8:00 to 18:00 in your timezone and otherwise wait for the next window, except the inquiry reply, which answers straight away. A workspace also has a daily limit on client emails, shared with quotes and invoices.

Edit the templates

Choose Edit on a template to change its voice, the subject, preview line and body of each step, the welcome checklist, or the wrap-up’s closing note. A field in braces, such as {client_first_name}, is filled in for each client, and a line in double brackets drops out when its detail is missing. Preview with sample details shows the result, and Use the shipped copy puts Scoped’s wording back. Star a template to list it first in the Email menu.

Keep emails short and honest. Scoped’s own templates stay under 150 words, make one ask, never chase money (payment reminders stay with invoices) and never promise something your business hasn’t set up. Owners and admins edit templates; a person starting the welcome note can change its checklist for that one send; assistants send the approved version only.

What your client sees

Each email shows your logo, business name and contact details, comes from “your business via Scoped”, and replies go to the address you set. The footer says it was sent via Scoped and carries an Unsubscribe link with one-click unsubscribe: a client who uses it stops getting template emails from you, while quotes and invoices they ask for still arrive. A bounce or a spam report stops the remaining steps the same way. For each step, the Emails tab shows delivered, link clicked, quote viewed and replied; there is no tracking pixel.