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3. Customizing Emails to Customers

18 min read

Table of Contents

This section lets you manage the emails that invite customers to leave a review. You can customize the content and choose between email styles (with or without images). Thoughtful review emails not only help you collect valuable feedback but also show customers that their opinions matter.

Navigating to Emails To Customers:  

  • Click the Emails To Customers tab from the submenu (see Navigating to epicSnap for full steps).
  • By default, you’ll land on the Emails Being Sent tab section.


3.1. How to Customize Emails Being Sent #

The Emails Being Sent section allows you to tailor the messages your store sends out, ensuring they reflect your brand voice and resonate with your customers. From asking for reviews to sending photo updates, you have full control over the look and tone of these emails.

To start customizing emails:

  1. Switch on the Emails to Customers toggle
    • This enables the feature and shows the list of available templates.
  2. Choose a template to edit
    • Templates are grouped into categories, depending on the purpose of the email.

Available templates that you can customize:

Review Request Emails that go out to your Customer #

Review Request Emails (that go out to your customers) are sent to customers after they’ve received their order. Their main purpose is to encourage customers to share feedback and leave a review about their shopping experience.

Ask Customers to Leave a Review for Delivery/Shipping Orders #

This template is specifically for delivery and shipping orders.
When enabled, this email is sent to customers asking them to leave a review once their order has been delivered.

This template comes with two sub-templates:

  • Email with an Image → This version is sent if your email has an image.
  • Email without an Image → This version is sent if your email has no image.

    Tip: We suggest customizing both sub-templates so the right version can send automatically.
  1. Email with an Image
    This is automatically active when you send the email with an image.


Recommended: Preview before customizing.
Use the Preview button to guide your edits and get a feel for how your email might look once sent.

Fields to Customize:

  • Subject – The subject line is what appears in the customer’s inbox.
    • Example:
      [Customer’s First Name], get a first look at your order 🌷
    • You can use  Merge Tags ↗ here.
  • Preheader – This is a short snippet shown next to your subject line in the inbox to entice opens.
    • Example:
      We’d love to know what you thought of your order. 
    • You can use  Merge Tags ↗ here.
    • Mobile optimization tip: Keep your core message within 50 characters.
    • Maximum limit: 100 characters.
  • Body Intro – This text comes before the image of the order.
    • Example:
      Hi [Customer’s First Name],

      Here’s a first look at your order.
    • Basic formatting options like alignment, bullet points, numbering, bold, italics, underline, strikethrough, and Merge Tags are available
  • Body – The main content of your message.
    • Example:
      We’d love your feedback ⭐⭐⭐⭐⭐

If you have a moment, [share your feedback here →=”Rate Page URL”].

Your input helps us make every order better.

Thank you so much ❤️,

[Store Owner’s Name]

[Store Name]

  • Basic formatting options like alignment, bullet points, numbering, bold, italics, underline, strikethrough, and Merge Tags are available.
  • Use merge tags like [share your feedback here →=”Rate Page URL”] for inserting the “Share your feedback here” link. See Merge Tags ↗ for more info.
  • Send a Test Email
    • Enter the email address where you’d like to receive the test email in the input field.
    • Click Send to preview how it looks before sending to actual customers.
    • Log in to the inbox of the email address you entered and check how the test email appears.

Tip: You can add emojis to your subject line or email message. To do this, visit this link ↗. Select and click an emoji to copy, then paste (ctrl+v or command+v) it in your subject line above or email below.

  1. Email without an Image
    This is automatically active when you send the email with an image.

Recommended: Preview before customizing.
Use the Preview button to guide your edits and get a feel for how your email might look once sent.

Fields to Customize:

  • Subject – The subject line is what appears in the customer’s inbox.
    • Example:
      [Customer’s First Name], how did we do? Please share your review 🌟
    • You can use Merge Tags ↗ here.
  • Preheader – This is a short snippet shown next to your subject line in the inbox to entice opens.
    • Example:
      We’d love to know what you thought of your order. 
    • You can use Merge Tags ↗ here.
    • Mobile optimization tip: Keep your core message within 50 characters.
    • Maximum limit: 100 characters.
  • Body Message – The main content of your message.
    • Example:
      We’d love your feedback ⭐⭐⭐⭐⭐

If you have a moment, [share your feedback here →=”Rate Page URL”].

Your input helps us make every order better.

Thank you so much ❤️,

[Store Owner’s Name]

[Store Name]

  • Basic formatting options like alignment, bullet points, numbering, bold, italics, underline, strikethrough, and Merge Tags are available.
  • Use merge tags like [share your feedback here →=”Rate Page URL”] for inserting the “Share your feedback here” link. See Merge Tags ↗ for more info.
  • Send a Test Email
    • Enter the email address where you’d like to receive the test email in the input field.
    • Click Send to preview how it looks before sending to actual customers.
    • Log in to the inbox of the email address you entered and check how the test email appears.

Tip: You can add emojis to your subject line or email message. To do this, visit this link ↗. Select and click an emoji to copy, then paste (ctrl+v or command+v) it in your subject line above or email below.

Ask Customers to Leave a Review for Pick-Up Orders #

This template is specifically for pick-up orders.
When enabled, this email is sent to customers asking them to leave a review once their order has been picked up.

This template comes with two sub-templates:

  • Email with an Image → This version is sent if your email has an image.
  • Email without an Image → This version is sent if your email has no image.

    Tip: We suggest customizing both sub-templates so the right version can send automatically.

  1. Email with an Image
    This is automatically active when you send the email with an image.

Recommended: Preview before customizing.
Use the Preview button to guide your edits and get a feel for how your email might look once sent.

Fields to Customize:

  • Subject – The subject line is what appears in the customer’s inbox.
    • Example:
      [Customer’s First Name], get a first look at your order before pick up 🌷
    • You can use Merge Tags ↗ here.
  • Preheader – This is a short snippet shown next to your subject line in the inbox to entice opens.
    • Example:
      We’d love to know what you thought of your order. 
    • You can use Merge Tags ↗ here.
    • Mobile optimization tip: Keep your core message within 50 characters.
    • Maximum limit: 100 characters.
  • Body Intro – This text comes before the image of the order.
    • Example:
      Hi [Customer’s First Name],

      Here’s a first look at your order.
    • Basic formatting options like alignment, bullet points, numbering, bold, italics, underline, strikethrough, and Merge Tags are available
  • Body – The main content of your message.
    • Example:
      We’d love your feedback ⭐⭐⭐⭐⭐

If you have a moment, [share your feedback here →=”Rate Page URL”].

Your input helps us make every order better.

Thank you so much ❤️,

[Store Owner’s Name]

[Store Name]

  • Basic formatting options like alignment, bullet points, numbering, bold, italics, underline, strikethrough, and Merge Tags are available.
  • Use merge tags like [share your feedback here →=”Rate Page URL”] for inserting the “Share your feedback here” link. See Merge Tags ↗ for more info.
  • Send a Test Email
    • Enter the email address where you’d like to receive the test email in the input field.
    • Click Send to preview how it looks before sending to actual customers.
    • Log in to the inbox of the email address you entered and check how the test email appears.

Tip: You can add emojis to your subject line or email message. To do this, visit this link ↗. Select and click an emoji to copy, then paste (ctrl+v or command+v) it in your subject line above or email below.

  1. Email without an Image
    This is automatically active when you send the email with an image.

Recommended: Preview before customizing.
Use the Preview button to guide your edits and get a feel for how your email might look once sent.

Fields to Customize:

  • Subject – The subject line is what appears in the customer’s inbox.
    • Example:
      [Customer’s First Name], how did we do? Please share your review 🌟
    • You can use  Merge Tags ↗ here.
  • Preheader – This is a short snippet shown next to your subject line in the inbox to entice opens.
    • Example:
      We’d love to know what you thought of your order. 
    • You can use  Merge Tags ↗ here.
    • Mobile optimization tip: Keep your core message within 50 characters.
    • Maximum limit: 100 characters.
  • Body Message – The main content of your message.
    • Example:
      We’d love your feedback ⭐⭐⭐⭐⭐

If you have a moment, [share your feedback here →=”Rate Page URL”].

Your input helps us make every order better.

Thank you so much ❤️,

[Store Owner’s Name]

[Store Name]

  • Basic formatting options like alignment, bullet points, numbering, bold, italics, underline, strikethrough, and Merge Tags are available.
  • Use merge tags like [share your feedback here →=”Rate Page URL”] for inserting the “Share your feedback here” link. See Merge Tags ↗ for more info.
  • Send a Test Email
    • Enter the email address where you’d like to receive the test email in the input field.
    • Click Send to preview how it looks before sending to actual customers.
    • Log in to the inbox of the email address you entered and check how the test email appears.

Tip: You can add emojis to your subject line or email message. To do this, visit this link ↗. Select and click an emoji to copy, then paste (ctrl+v or command+v) it in your subject line above or email below.

Remind Customers to Leave a Review #

This template is designed to remind customers who haven’t left feedback yet.
When enabled, this email is sent as a follow-up, encouraging customers to share their review.

Recommended: Preview before customizing.
Use the Preview button to guide your edits and get a feel for how your email might look once sent.

Fields to Customize:

  • Subject – The subject line is what appears in the customer’s inbox.
    • Example:
      [Customer’s First Name], we’d still love your feedback 🌟
    • You can use Merge Tags ↗ here.
  • Preheader – This is a short snippet shown next to your subject line in the inbox to entice opens.
    • Example:
      It only takes a minute, and it helps us so much.
    • You can use Merge Tags ↗ here.
    • Mobile optimization tip: Keep your core message within 50 characters.
    • Maximum limit: 100 characters.
  • Body Message – The main content of your message.
    • Example:
      We’d love your feedback ⭐⭐⭐⭐⭐

If you have a moment, [share your feedback here →=”Rate Page URL”].

Your input helps us make every order better.

Thank you so much ❤️,

[Store Owner’s Name]

[Store Name]

  • Basic formatting options like alignment, bullet points, numbering, bold, italics, underline, strikethrough, and Merge Tags are available.
  • Use merge tags like [share your feedback here →=”Rate Page URL”] for inserting the “Share your feedback here” link. See Merge Tags ↗ for more info.
  • Send a Test Email
    • Enter the email address where you’d like to receive the test email in the input field.
    • Click Send to preview how it looks before sending to actual customers.
    • Log in to the inbox of the email address you entered and check how the test email appears.

Tip: You can add emojis to your subject line or email message. To do this, visit this link ↗. Select and click an emoji to copy, then paste (ctrl+v or command+v) it in your subject line above or email below.


Image Request Emails that go out to your Customer #

Image Request Emails (that go out to your customers) are sent to customers after they’ve received their order. Their main purpose is to encourage customers to share a photo of their order along with their review.

Ask Customers if They Want an Image Reply from the Recipient #

This template is designed to let customers request a photo reply from the recipient of their order.
When enabled, this email is sent asking the customer if they’d like the order recipient to share an image back.

Recommended: Preview before customizing.
Use the Preview button to guide your edits and get a feel for how your email might look once sent.

Fields to Customize:

  • Subject – The subject line is what appears in the customer’s inbox.
    • Example:
      [Customer’s First Name], get a photo when your gift is delivered
    • You can use Merge Tags ↗ here.
  • Preheader – This is a short snippet shown next to your subject line in the inbox to entice opens.
    • Example:
      Just need a few details and we’ll handle the rest.
    • You can use Merge Tags ↗ here.
    • Mobile optimization tip: Keep your core message within 50 characters.
    • Maximum limit: 100 characters.
  • Body – The main content of your message.
    • Example:
      Hi [Customer’s First Name],

We’d love to send you a photo when your gift is delivered.

Just let us know who it’s for, your relationship, and when they’ll likely receive it: [Set up your photo request here→=”Request Photo Page URL”].

We’ll take care of the rest and follow up with a photo, if we get one. No mailing lists, just this one-time message.

Thank you so much ❤️,

[Store Owner’s Name]

[Store Name]

  • Basic formatting options like alignment, bullet points, numbering, bold, italics, underline, strikethrough, and Merge Tags are available.
  • Use merge tags like [Set up your photo request here→=”Request Photo Page URL”] for inserting the “Set up your photo request here” link. See Merge Tags ↗ for more info.
  • Send a Test Email
    • Enter the email address where you’d like to receive the test email in the input field.
    • Click Send to preview how it looks before sending to actual customers.
    • Log in to the inbox of the email address you entered and check how the test email appears.

Tip: You can add emojis to your subject line or email message. To do this, visit this link ↗. Select and click an emoji to copy, then paste (ctrl+v or command+v) it in your subject line above or email below.

Deliver Recipient’s Image Reply to Customer #

This template is designed to share the recipient’s photo reply with the customer.
When enabled, this email is sent to the customer, delivering the image that their order recipient has shared.

Recommended: Preview before customizing.
Use the Preview button to guide your edits and get a feel for how your email might look once sent.

Fields to Customize:

  • Subject – The subject line is what appears in the customer’s inbox.
    • Example:
      Your photo is here, [Customer’s First Name]! 📸
    • You can use Merge Tags ↗ here.
  • Preheader – This is a short snippet shown next to your subject line in the inbox to entice opens.
    • Example:
      We hope this brightens your day.
    • You can use Merge Tags ↗ here.
    • Mobile optimization tip: Keep your core message within 50 characters.
    • Maximum limit: 100 characters.
  • Body Intro – This text comes before the image of the order.
    • Example:
      Hi [Customer’s First Name],

      Here’s the photo you requested from your recent gift:
    • Basic formatting options like alignment, bullet points, numbering, bold, italics, underline, strikethrough, and Merge Tags are available
  • Body – The main content of your message.
    • Example:
      If you haven’t already, we’d be so grateful if you left us a quick review: [Leave a Google Review→=”Google Reviews Link”].

Thank you again for choosing us!

[Store Owner’s Name]

[Store Name]

  • Basic formatting options like alignment, bullet points, numbering, bold, italics, underline, strikethrough, and Merge Tags are available.
  • Use merge tags like [Leave a Google Review→=”Google Reviews Link”] for inserting the “Leave a Google Review” link. See Merge Tags ↗ for more info.
  • Send a Test Email
    • Enter the email address where you’d like to receive the test email in the input field.
    • Click Send to preview how it looks before sending to actual customers.
    • Log in to the inbox of the email address you entered and check how the test email appears.

Tip: You can add emojis to your subject line or email message. To do this, visit this link ↗. Select and click an emoji to copy, then paste (ctrl+v or command+v) it in your subject line above or email below.


Image Request Emails that go out to your Customer’s Recipient #

Image Request Emails (that go out to your Customer’s Recipient) are sent to the recipient of the order. Their main purpose is to invite the recipient to share a photo reply that can be sent back to the customer.

Request Image Reply from Recipient on Behalf of Customer #

This template is designed to ask the order recipient to share a photo reply.
When enabled, this email is sent to the recipient on behalf of the customer, requesting them to upload an image to share back.

Recommended: Preview before customizing.
Use the Preview button to guide your edits and get a feel for how your email might look once sent.

Fields to Customize:

  • Subject – The subject line is what appears in the customer’s inbox.
    • Example:
      A special request from [Customer’s First Name], your [Relationship] ❤️
    • You can use Merge Tags ↗ here.
  • Preheader – This is a short snippet shown next to your subject line in the inbox to entice opens.
    • Example:
      They’d love to see a quick photo of you with their gift.
    • You can use Merge Tags ↗ here.
    • Mobile optimization tip: Keep your core message within 50 characters.
    • Maximum limit: 100 characters.
  • Body – The main content of your message.
    • Example:
      Good Day!

[Customer’s First Name] just surprised you with a gift and would love to see you enjoying it. [Share a quick photo→=”Upload Photo Page URL”].

Thanks for making [Customer’s First Name]’s day even brighter!

[Store Owner’s Name]

[Store Name]

  • Basic formatting options like alignment, bullet points, numbering, bold, italics, underline, strikethrough, and Merge Tags are available.
  • Use merge tags like [Share a quick photo→=”Upload Photo Page URL”] for inserting the “Share a quick photo” link. See Merge Tags ↗ for more info.
  • Send a Test Email
    • Enter the email address where you’d like to receive the test email in the input field.
    • Click Send to preview how it looks before sending to actual customers.
    • Log in to the inbox of the email address you entered and check how the test email appears.

Tip: You can add emojis to your subject line or email message. To do this, visit this link ↗. Select and click an emoji to copy, then paste (ctrl+v or command+v) it in your subject line above or email below.

Merge Tags #

ℹ️Info: What are Merge Tags?

Merge Tags are smart placeholders that automatically insert customer or store information into your message.
Example:
If you use [Customer’s Name], it will automatically display the logged-in customer’s name.

Here are common merge tags that you can use in this section:

Merge TagOutput
[Customer’s First Name]Inserts the customer’s first name (e.g., Jane).
[Store Name]Your store’s name (e.g., The Shoppe)
[Store Owner’s Name]The name of the store owner (e.g., John Smith).
[Store Name URL]Your store’s website URL (e.g., https://theshoppe.com)
[Share your feedback here →=”Rate Page URL”]A clickable link with the text Share Your Feedback here that goes to your Rate Page URL
[Leave a Google Review →=”Google Reviews Link”]A clickable link with the text Leave a Google Review that goes to your Google Reviews page
[here=”Google Reviews Link”]A clickable link with the text here that goes to your Google Reviews page
[Set up your photo request here →=”Request Photo Page URL”]A clickable link with the text Set up your photo request here that goes to your Request Photo page



How It Looks in an Email

What you type:

Hi [Customer’s First Name],

Thanks for your order! We’d love your feedback.
[Share Your Feedback here → Rate Page URL] or [Leave a Google Review → Google Reviews Link]

If you’d like a delivery photo from the recipient, you can set it up here:
[Set up your photo request here → Request Photo Page URL]

— [Store Owner’s Name], [Store Name]
Visit us: [Store Name URL]

What the customer sees:

Hi Jane,

Thanks for your order! We’d love your feedback.
Share Your Feedback here or Leave a Google Review

If you’d like a delivery photo from the recipient, you can set it up here:
Set up your photo request here

 — John Smith, The Shoppe.
Visit us: https://theshoppe.com

⚠️ Important: Merge tags must remain exactly as shown – don’t change the symbols
(e.g., [ ]) or edit the text inside.

Altering them may cause the tag to break or display incorrectly. 


3.2. How to Configure Outgoing Email Settings #

This section controls the basic information customers see when they receive review-related emails from your store. You can also set up a BCC (blind carbon copy) to keep a record of all emails sent by the app.

To customize, fill in the following fields:

  1. Sender Name
    • Enter the name you want customers to see in their inbox
    • Example: “EpicSnap Store” or your shop’s brand name.
  2. BCC Email Address (Optional)
    • Enter one or more email addresses to receive copies of all outgoing emails.
    • If adding multiple addresses, separate them with a comma.
    • Example: owner@store.com,manager@store.com.
    • Note: Leaving this field blank means no copies will be sent.

Tip: Use a recognizable Sender Name (like your brand name) so customers immediately know the email is from your store. This helps improve open rates.


3.3. How to Manage Customers Who Have Opted Out of Reviews Email #

This page lists customers who have unsubscribed or opted out from receiving your reviews-related emails (e.g., review request emails or reminders). You can choose to manage or remove entries from this list if needed.

  1. Navigate to the Customers Who Have Opted Out section :
  • From the epicApps left sidebar panel, click on Apps → Website Marketing → epicSnap → Email To Customers submenu, then select the Customers Who Have Opted Out tab.
  1. View the List of Opted-Out Customers

You’ll see a table showing:

  • Customer Name
  • Email Address
  • Actions (Delete button)
  1. Remove a Customer from the Opt-Out List
  • Click the Delete button under the Actions column for the customer you want to remove.
  • This will resubscribe the customer and allow them to receive rewards-related emails again.


⚠️ Important Disclaimer:         
‼️Only remove a customer if they have explicitly requested to opt back in.         
‼️Removing a customer without consent may violate email compliance regulations or create a negative customer experience.
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