Sending an Email from a Lead
Use the Email options on a lead to send one-time messages or pre-built email templates such as quotes, contracts, and reminders directly to your customer.
Prerequisites
- Access to Events -> Leads/Events and permission to view/edit leads.
- A valid customer email address saved on the lead (under the Customer section).
- If you want to use templates (Quote, Contract, etc.), they must be set up and active in the Email Center.
- To include contract/waiver links, a document must be created for the lead first (see Related Links).
Steps: Send an Email from a Lead
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Open the lead
Go to Events -> Leads/Events and click on the lead you want to email. -
Open the email window
Use either method while viewing the lead:- Customer email icon – Click the email icon next to the customer’s email address under the Customer section.
- Lead toolbar Email icon – Click the Email (envelope) icon at the top of the lead page.
Both options open the same email window and auto-fill the customer’s email address when you are in a lead.
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Choose how you want to compose the email
- Manual/one-time email: You have the option to type your own subject and message without using a template.
- Template-based email: Use the Template dropdown to choose a pre-built template, such as:
- “Customer – Quote” (send a quote)
- “Customer – Contract” (send contract with sign/pay link)
- Other manual or automatic templates you have configured
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Review and customize
Update the subject line and email body as needed. Template text can be edited per lead before sending.- If a document (contract/waiver/signable document) is linked to the lead, the chosen template (for example, “Customer – Contract”) will include the secure link for the customer to view and sign.
- If you’ve configured automatic PDF attachments in the Email Center, the corresponding PDFs (quote, invoice, contract) will attach automatically.
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Send the email
Click the Send button. The email will go to the customer address shown in the email window.
Feature Options & Parameters
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Email source
- Customer section icon – Targets the primary customer email on the lead.
- Top-of-page Email icon – Opens the same composer; useful when you’re already working in other lead sections.
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Manual vs. Template emails
- Manual (one-time): Best for custom messages or one-off clarifications. Content is not saved as a reusable template.
- Template-based: Uses an Email Center template; supports variables and consistent branding, and can include links to quotes/contracts, etc.
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Template type examples
- Quote – Sends pricing and details for unconfirmed leads.
- Contract – Sends a signable contract with payment options (when a contract document exists).
- Other manual templates – Follow-up messages, event reminders, general information, etc.
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Attachments (optional)
- PDFs of quotes, invoices, and contracts can auto-attach based on settings in the Email Center.
Use Cases
- Send a quote for review – From a new lead in Quote status, use the Email icon and select your “Customer – Quote” template to email pricing and details.
- Send a contract for signature/payment – After creating a contract document, use the Email button and choose “Customer – Contract” to send a secure sign-and-pay link.
Troubleshooting & FAQs
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The email icon is not clickable or I don’t see an email address.
Add or correct the customer’s email under the Customer section of the lead, then try again. -
I don’t see the template I want in the dropdown.
Go to the Email Center, create or edit the template, and make sure it is marked Active. Then reopen the email window from the lead. -
The contract link is missing from my email.
Make sure a contract document has been added in the lead’s Documents section and saved, and that you are using the correct contract email template (for example, “Customer – Contract”). See the Document Center and Emailing a Contract articles. -
The PDF (quote/invoice/contract) is not attaching.
Check the attachments settings in the Email Center and confirm the appropriate attachment options are enabled for that template. -
The customer says they did not receive the email.
Confirm the email address on the lead, check whether it was sent from your Email Center statistics, and have the customer check their spam/junk folder. If necessary, resend the email or contact your email provider/administrator as described in the Email Center article.