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Send a Custom Email to a Customer

Sometimes you just need to reach out to a customer — a thank you note, a debt reminder, a quick check-in about a future booking. Instead of switching to your personal email client, you can send a branded email directly from the customer's profile in EquipDash.

Custom emails are logged automatically against the customer record, so your whole team can see what has been sent.

When to Use This​

  • Quick thank-you notes after a rental
  • Follow-ups about outstanding balances
  • Proactive check-ins (e.g. "Your gear is ready for pickup")
  • One-off questions that don't fit into a standard notification

For bulk announcements to many customers at once, use the Campaigns feature instead.

Who Can Send Emails​

Sending custom emails is controlled by the Send customer emails permission (customers.email). By default:

  • Admin and Manager roles can send emails
  • Staff cannot send emails by default (can be enabled per-role)

If you don't see the Send email button on a customer's detail page, ask your admin to enable the permission in Settings → Team & Permissions.

Sending an Email​

  1. Click Customers in the sidebar and open the customer's profile.
  2. Click the Send email button in the page header (top right, next to Edit Customer).
  3. A side panel slides in from the right titled Send email to {Customer Name}.
  4. Fill in the form:
    • To — locked to the customer's email address
    • Subject — a short line summarising the email (required, max 255 characters)
    • Message — your email body (required). Use the formatting toolbar for bold, italic, underline, bullet lists, numbered lists, and links.
    • Attachments — optional. Click + Add file to attach PDFs, images, or other files (up to 10 files, 10MB each, 25MB total).
    • Send me a copy — tick this to receive a BCC copy in your own inbox.
  5. Click Send email.

You'll see a confirmation toast — "Email sent to {First Name}" — and the side panel will close. The email arrives at the customer's inbox with your business's branding (logo, colours, contact details).

Attachments​

  • Allowed: PDFs, images (PNG, JPG, etc.), Word docs, Excel files, plain text, CSVs
  • Blocked: executables and scripts (.exe, .bat, .sh, .js, .php, etc.) — for security, these cannot be attached
  • Each file must be 10MB or less
  • Total attachments across one email must be 25MB or less

To remove an attachment before sending, click the × next to its name in the attachments list.

Using Dash AI to Draft an Email​

Dash AI can draft an email for you based on the context of the customer profile.

  1. On the customer's detail page, look at the Ask Dash AI input at the top.
  2. Click the Draft a follow-up email starter chip (or type your own request, e.g. "Write a thank-you email for last week's rental").
  3. Dash returns a draft inline, with an Open in compose button below the answer.
  4. Click Open in compose — the Send email panel opens with the subject and body pre-filled.
  5. Review the draft, edit anything you want to change, then click Send email.

Dash never sends the email automatically — you always have a chance to review and tweak the draft first.

What the Customer Sees​

The customer receives a branded email with:

  • Your business name and logo in the header
  • The subject line you entered
  • The body you wrote (with rich formatting preserved)
  • Any attachments you added
  • A footer with your business name

If you ticked Send me a copy, you'll also receive the email in the inbox of whichever address is on your EquipDash user account.

Where Emails Are Logged​

Every email you send is logged in the customer_email_logs table (visible to admins via the database or customer activity feed). Each log entry captures:

  • Subject + body (HTML + plain text versions)
  • Attachments (filename, size, mime type)
  • Whether a CC copy was sent to you
  • Who sent it (your user account, or the API key / MCP tool if sent programmatically)
  • Whether it was delivered successfully or failed (with failure reason)
  • The exact time it was sent

Troubleshooting​

  • "Send email" button is missing — You don't have the customers.email permission. Ask an admin.
  • "This customer does not have an email address" — The customer profile has no email saved. Edit the customer and add one.
  • Email didn't arrive — Check the customer's spam folder. The email comes from your configured business email, so if your domain isn't set up correctly with SPF/DKIM, it may be filtered. Contact support if this keeps happening.