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Set Up Review Request Emails #

The Emails to Customers section lets you customize the review request emails sent from epicSnap. You can edit email templates, adjust sender settings, and manage customers who have opted out of review-related emails. 

💡 Tip: Thoughtful review emails not only help you collect valuable feedback but also show customers that their opinions matter. A well-crafted review request can strengthen customer relationships while helping you gather insights that improve your business.

🎥 Prefer a video walkthrough?

Watch a step-by-step walkthrough of how to customize your review request emails to match your brand.

To Access Emails to Customers

1. From the left sidebar, click Apps → Website Marketing → epicSnap.
2. Select epicSnap Reviews from the app menu.
3. Click Emails to Customers.

Emails Being Sent #

This section lets you customize the review request emails sent to your customers and recipients throughout their review journey.

We’ve already prepared ready-to-use email templates to help you get started, so you don’t have to write everything from scratch. You can customize each template to match your brand’s voice, messaging, and customer experience.

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.

🗒️ Note: How Templates Are Applied

The email template used depends on how review requests are sent: Autopilot automatically sends the Email without Image template. Manual let’s you choose between the Email with Image or Email without Image template when sending requests from the EpicSnap mobile app.


    Available templates that you can customize:

    Review Request Emails that go out to your Customer #

    These templates are sent to customers after they receive their order, inviting them to leave a product review about their shopping experience.

    #

    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 is ready to send — whether requests are sent automatically or triggered manually.

    1. Email with an Image
    This template is used whenever you send a review request with an image.

    💡 Tip: 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 customers see in their inbox before opening the email.
      • Example:
        [Customer’s First Name], get a first look at your order 🌷
      • You can use  Merge Tags here.
    • Preheader – The short preview text customers see beside or below the subject line in their inbox before opening the email.
      • 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 – The introductory message customers see before the product image.
      • Example:
        Hi [Customer’s First Name],

        Here’s a first look at your order.
      • Basic formatting options are available, including alignment, bullet lists, numbering, bold, italics, underline, strikethrough, and Merge Tags.
    • Body – The main message of your email.
      • 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 are available, including alignment, bullet lists, numbering, bold, italics, underline, strikethrough, and Merge Tags.
      • 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 – Send a test email to preview how your email will look before using it with customers.
      • 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.

    2. Email without an Image
    This template is used whenever you send a review request with an image.

    💡 Tip: 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 customers see in their inbox before opening the email.
      • Example:
        [Customer’s First Name], how did we do? Please share your review 🌟
      • You can use Merge Tags here.

    • Preheader – The short preview text customers see beside or below the subject line in their inbox before opening the email.
      • 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 message of your email.
      • 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 are available, including alignment, bullet lists, numbering, bold, italics, underline, strikethrough, and Merge Tags.
      • 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 – Send a test email to preview how your email will look before using it with customers.
      • 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.

    #

    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 is ready to send — whether requests are sent automatically or triggered manually.

    1. Email with an Image
    This template is used whenever you send a review request with an image.

    💡 Tip: 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 customers see in their inbox before opening the email.
      • Example:
        [Customer’s First Name], get a first look at your order before pick up 🌷
      • You can use Merge Tags here.

    • Preheader – The short preview text customers see beside or below the subject line in their inbox before opening the email.
      • 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 – The introductory message customers see before the product image.
      • Example:
        Hi [Customer’s First Name],

        Here’s a first look at your order.
      • Basic formatting options are available, including alignment, bullet lists, numbering, bold, italics, underline, strikethrough, and Merge Tags.

    • Body – The main message of your email.
      • 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 are available, including alignment, bullet lists, numbering, bold, italics, underline, strikethrough, and Merge Tags..
      • 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 – Send a test email to preview how your email will look before using it with customers.
      • 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.

    2. Email without an Image
    This template is used whenever you send a review request with an image.

    💡 Tip: 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 customers see in their inbox before opening the email.
      • Example:
        [Customer’s First Name], how did we do? Please share your review 🌟
      • You can use  Merge Tags here.

    • Preheader – The short preview text customers see beside or below the subject line in their inbox before opening the email.
      • 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 message of your email.
      • 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 are available, including alignment, bullet lists, numbering, bold, italics, underline, strikethrough, and Merge Tags.
      • 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 – Send a test email to preview how your email will look before using it with customers.
      • 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.

    #

    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.

    🗒️ Note: Use this template as a gentle follow-up for customers who haven’t submitted a review yet.
    💡 Tip: 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 customers see in their inbox before opening the email.
      • Example:
        [Customer’s First Name], we’d still love your feedback 🌟
      • You can use Merge Tags here.

    • Preheader – The short preview text customers see beside or below the subject line in their inbox before opening the email.
      • 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 message of your email.
      • 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 are available, including alignment, bullet lists, numbering, bold, italics, underline, strikethrough, and Merge Tags.
      • 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 – Send a test email to preview how your email will look before using it with customers.
      • 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 #

    These templates help customers request and receive image replies from recipients after a purchase.

    #

    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.

    💡 Tip: 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 customers see in their inbox before opening the email.
      • Example:
        [Customer’s First Name], get a photo when your gift is delivered
      • You can use Merge Tags here.

    • Preheader – The short preview text customers see beside or below the subject line in their inbox before opening the email.
      • 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 message of your email.
      • 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 are available, including alignment, bullet lists, numbering, bold, italics, underline, strikethrough, and Merge Tags.
      • 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 – Send a test email to preview how your email will look before using it with customers.
      • Enter the email address where you’d like to receive the test email in the input field.
      • Click Send.
      • 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.

    #

    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.

    💡 Tip: 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 customers see in their inbox before opening the email.
      • Example:
        Your photo is here, [Customer’s First Name]! 📸
      • You can use Merge Tags here.

    • Preheader – The short preview text customers see beside or below the subject line in their inbox before opening the email.
      • Example:
        We hope this brightens your day.
      • You can use Merge Tags here.
      • Mobile tip: Keep your main message within 50 characters so it’s easier to read in most email inboxes.
      • Maximum limit: 100 characters.

    • Body Intro – The introductory message customers see before the product image.
      • Example:
        Hi [Customer’s First Name],

        Here’s the photo you requested from your recent gift:
      • Basic formatting options are available, including alignment, bullet lists, numbering, bold, italics, underline, strikethrough, and Merge Tags.

    • Body – The main message of your email.
      • 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 are available, including alignment, bullet lists, numbering, bold, italics, underline, strikethrough, and Merge Tags.
      • 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 – Send a test email to preview how your email will look before using it with customers.
      • 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 #

    This template is sent to the recipient when a customer requests a photo update on their behalf, inviting them to upload and share an image.

    #

    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.

    💡 Tip: 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 customers see in their inbox before opening the email.
      • Example:
        A special request from [Customer’s First Name], your [Relationship] ❤️
      • You can use Merge Tags here.

    • Preheader – The short preview text customers see beside or below the subject line in their inbox before opening the email.
      • 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 message of your email.
      • 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 are available, including alignment, bullet lists, numbering, bold, italics, underline, strikethrough, and Merge Tags.
      • 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 – Send a test email to preview how your email will look before using it with customers.
      • 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.

    Best Practices for Review Request Emails #

    1. Keep Your Message Short and Friendly

    Customers are more likely to read and respond to emails that are clear, warm, and easy to scan. Focus on thanking them for their purchase and inviting them to share their experience without asking for too much at once.

    2. Make It Feel Personal

    Use Merge Tags whenever appropriate to include details like the customer’s first name or your store name. Small personal touches can make your emails feel more genuine and less like automated messages.

    3. Tell Customers Why Their Feedback Matters

    Instead of simply asking for a review, briefly explain how their feedback helps your business and future customers. People are often more willing to respond when they understand the value of their opinion.

    4. Test Before Sending

    Send yourself a test email before using a template with customers. Check the layout, wording, links, merge tags, and formatting on both desktop and mobile to make sure everything looks the way you expect.

    5. Keep Your Templates Up to Date

    Review your email templates from time to time, especially during holidays, promotions, or seasonal campaigns. Keeping your messaging current helps your emails feel more relevant and aligned with your brand.

    Set Up Outgoing Email Settings #

    This section lets you customize the sender information shown in your review request emails. You can also add a BCC email address to receive a copy of every review-related email sent from epicSnap.

    🎥 Prefer a video walkthrough?

    Watch a step-by-step walkthrough of how to set up your sender name and outgoing email settings.

    To customize, fill in the following fields:

    1. Sender Name

    • Enter the name you want customers to see in their inbox
    • Example: Use your business or brand name, such as epicShop Store.

    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: Leave this field blank if you don’t want to receive copies of outgoing emails.
      💡 Tip: Use your business or brand name as the Sender Name so customers can easily recognize who the email is from.
      🗒️ Note: Changes you make here apply to future review request emails only.

      Customers Who Have Opted Out of Reviews Email #

      This section lists customers who have unsubscribed from your review request emails. If a customer asks to receive review emails again, you can remove them from this list to allow future review requests.

      🎥 Prefer a video walkthrough?

      Watch a step-by-step walkthrough of how to manage customers who have opted out of receiving review request emails.

      To access Customers Who Have Opted Out:

      • In the Email To Customers, select the Customers Who Have Opted Out tab.


      View the List of Opted-Out Customers #

      You’ll see a table showing:

      • Customer Name
      • Email Address
      • Actions (Delete button)

      Remove a Customer from the Opt-Out List #

      • Click the Delete button under the Actions column for the customer you want to remove.
      • This adds the customer back to your review email list so they can receive future review requests.
      ⚠️ Warning: 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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