What gets sent
A custom can send three messages, and all three are written on the Delivery tab. Two are emails, one is a text.
| On the tab | Goes out | What it’s for |
|---|---|---|
| Instant reply | as soon as their answers arrive | tells them you got it and their result is coming |
| Video delivery | once their video is ready | carries the link to their own result |
| Delivery SMS | alongside the video delivery | the same thing as a text |
Both emails are on from the start, with copy already written — a new custom sends something sensible before you touch a thing. The SMS is off until you add it.
The two emails are different jobs
Section titled “The two emails are different jobs”The instant reply exists to stop someone wondering whether their answers went through. It goes out as soon as their answers are in, before anything has been made for them, so it can’t contain their result — there isn’t one yet.
The video delivery is the one that matters. It’s sent once their video exists and carries the link to it, usually on a button. On most layouts it can also show a short animated preview of their video — Show animated preview in results email, under Appearance, on unless you turn it off.
You can turn either off on its own. Turning off the video delivery means nobody is told their result is ready, so only do that if you’re delivering the link some other way.
You don’t have to use any of it
Section titled “You don’t have to use any of it”Delivery is one way to reach people, not the only one. Turn both emails off and we send nothing at all — the results still exist, on each person’s row in Leads and at their own result link.
Plenty of people prefer that: they send from their own CRM or sequencer, and use outbound webhooks to be told the moment a result is ready. You can also do both — keep our emails and still get told when each one goes out.
Customs without a quiz
Section titled “Customs without a quiz”If people arrive by import or webhook rather than by answering questions, the instant reply is hidden. There’s nothing to confirm — they never filled anything in. The video delivery and the SMS work exactly as usual.
Editing them
Section titled “Editing them”Pick a message from the timeline on the right and it opens in the editor — the emails are on the Email tab, the SMS on the SMS tab. What you change there is part of your draft, so it reaches nobody until you publish. Send test puts the current version in your own inbox first.
Under Appearance, each email has its own Layout, next to the email’s colours and, on layouts that show one, the Logo switch.
A few lines have a length limit: the short line that goes with the title, the greeting and the postal address in the footer take up to 300 characters, the sign-off up to 500. A counter shows under the line while you write in it, and typing stops at the limit. Longer text belongs in the body of the email, which every layout has.
If a change can’t be saved, a message tells you why, and Publish won’t go ahead until it’s sorted — what goes live is always what you see in the editor.