> ## Documentation Index
> Fetch the complete documentation index at: https://help.kneadapp.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Notification Emails

> Understand every email Knead sends your customers, when each one fires, which send automatically, and how to edit the wording at Settings → Templates.

## Overview

Knead emails your customers at the key moments in an order — an acknowledgement, a quote, an invoice, a receipt, a delivery reminder, and more. These keep your customers in the loop without you sending messages by hand. And every one of them is yours to reword: you can edit the subject and body of all of them at **Settings → Templates**.

## The moments Knead can email your customers

There are 15 moments Knead can send an email for. Some go out on their own; others open a draft you review and send. Here's the full set.

### Sent automatically

These fire on their own — you don't have to do anything:

* **Inquiry received** — a customer submits your order form.
* **Order confirmed** — an order is confirmed.
* **Order ready** — you mark an order ready.
* **Delivery reminder (24 hours)** — the day before fulfillment.
* **Delivery reminder (1 hour)** — shortly before fulfillment.
* **Missed pickup** — a pickup window passes without collection.
* **Payment received** — a customer pays (this is their receipt).
* **Payment reminder** — a balance is still outstanding. See [Payment Reminders](/invoicing-and-payments/payment-reminders).
* **Review request** — about 24 hours after an order is completed, if you've turned it on. See [Message Templates](/communication/message-templates).

### You review, then send

For these, Knead drafts the email from your template and opens a panel so you can edit and send it — or skip it:

* **Inquiry accepted** and **Inquiry declined** — drafted when you accept or decline an inquiry. See [Inquiry Emails](/communication/inquiry-emails).
* **Quote sent** and **Quote revised** — sent when you send a quote or a new version of one. See [Revising and Versioning Quotes](/quotes/revising-and-versioning-quotes).
* **Order declined** — a polite "I'm not able to take this on" note.
* **Invoice sent** — you can edit the subject and message on the send page before it goes out. See [Creating and Sending Invoices](/invoicing-and-payments/creating-and-sending-invoices).

<Note>Good to know: not every status change triggers an email. Only customer-relevant moments — like "Order ready" or a delivery reminder — send notifications. Internal changes, like a cancellation you record on your side, stay internal.</Note>

## What the emails look like

All notification emails carry your business branding:

* **Your business name** appears as the sender name.
* **Your logo** displays at the top of the email if you've uploaded one.
* **Your brand colors** are reflected in the email design.
* **Your inbox email address** (`{slug}@inbox.kneadapp.co`) is the reply-to address.

The emails are clean, mobile-friendly, and focused on the information your customer needs. No clutter.

## How customers can reply

When a customer replies to any Knead notification email, their response goes straight to your Knead inbox. You don't need a separate email client to manage replies.

This creates a natural conversation flow:

1. Knead sends an order confirmation.
2. The customer replies with a question about their order.
3. The reply appears in your Knead inbox, linked to their client profile.
4. You respond from the inbox.

<Tip>Pro tip: because replies land in your inbox, you can keep all customer communication in one place. No need to check a separate email account.</Tip>

## Customizing what these emails say

You're in charge of the wording. Every one of the 15 moments above is an editable card at **Settings → Templates**, with its own subject line, message body, merge-field chips, and a live preview. Rewrite them to sound like you, or leave a subject blank to turn that email off entirely and use the wording as an inbox snippet instead.

For the full walkthrough — including merge fields, quick replies, and review requests — see [Message Templates](/communication/message-templates).

## Related Articles

* [Message Templates](/communication/message-templates)
* [Inquiry Emails](/communication/inquiry-emails)
* [Setting Up Your Inbox](/communication/setting-up-your-inbox)
* [Delivery and Pickup Coordination](/production/delivery-and-pickup-coordination)
* [Connecting Stripe — Full Setup Guide](/integrations-and-setup/connecting-stripe)

***

*Still need help? [Contact us](mailto:hello@kneadapp.co)*