Overview of Penneo email message configuration
In the third step of case file creation under the tab called Recipients, you can choose and edit the content of the email that your signers will receive. Changes can be made to the initial signing request message by either selecting a default email template or writing a custom message to recipients for each case file. In the Penneo web version, it is also possible to send customized emails to individual recipients.
For specific instructions based on your interface, see:
- If you use the Penneo Web Interface: Customizing email messages in the Penneo Web Interface
- If you use the Desktop Application: Customizing email messages in the Penneo Desktop Application
Merge fields available for Penneo email customization
When customizing messages in Penneo, you can add merge fields to personalize the content. The following merge fields are available:
- {{recipient.name}}: The name of the signer.
- {{recipient.email}}: The email of the signer.
- {{sender.name}}: The name of the case file creator/sender.
- {{sender.email}}: The email of the case file creator/sender.
- {{casefile.id}}: The unique ID assigned to every case file in Penneo. This is useful for signers to include if they experience issues and need to contact support.
- {{casefile.name}}: The name of the case file.
- {{casefile.expiry}}: The date and time when the case file can no longer be signed.
- {{signer.roles}}: The role of the signer receiving the email. Multiple roles are separated by a comma.
- {{signers.list}}: A comma-separated list of the names of all signers.
- {{documents.list}}: A comma-separated list of the names of all documents.
Customizing email messages in the Penneo Web Interface
In the third step of the case file creation in the Penneo web interface, called Recipients, click on Expand to edit the general message sent to signers. You can edit the message to create a one-time custom email or select an existing template by clicking select template. Note that any edits made here will not be saved to the original template.
Personalizing email messages per recipient in Penneo Web
When creating a new case file in app.penneo.com, you have the option to send different email texts to different signers. This is useful for providing specific instructions to different roles, such as buyers and sellers, or internal and external signers. This feature is exclusive to the web version of Penneo and is not available in the desktop application.
Email settings are located at the bottom of the Recipients page in the case file creation process. You can modify the general message for all recipients or choose Add new custom message to personalize content for specific individuals. Click Select to choose the recipients for a specific custom message. Any recipient added to a custom message will not receive the general message. A recipient can only be assigned to one custom message at a time, but there is no limit to the number of custom messages you can add to a case file.
If you no longer want to send a custom message, click Remove message under the custom email text, and the chosen recipients will receive the general message instead. Click Save & Continue to save your updates.
Customizing email messages in the Penneo Desktop Application
After setting up a case file in the Penneo Desktop Application, click Next to access the message editing screen. You can create a one-time custom message or select a template from the drop-down menu. Edits made here will not be saved to the templates. In the Desktop application, you can only change the general signing request email. To personalize email messages for individual signers, use the Penneo web version.
Troubleshooting Penneo recipient customization issues
If you cannot add a recipient to a custom message in Penneo, verify that they have been added to the case file and are visible in the list at the top of the Recipients page.
If a specific recipient is missing from the selection list for a new custom message, they may already be assigned to another customized message. Review your existing custom messages and click the X next to the recipient’s name and email address to remove them from that message. Once removed, they will appear in the selection list again and can be added to a different customized message.