Engagement

Email & blasts

Three ways to send: per-recipient from a lead or client detail page, one-to-many blasts with audience filters, and template-driven sends. All three render through your workspace's email shell (your logo, accent color, brand name) and use your Resend account configured in Integrations.

Quick answers
Why won't my email send?
Most common: no Resend API key configured. Set one in Settings → Integrations → Resend. Other causes: you've hit your monthly email quota (check the Billing page), the recipient unsubscribed (the system silently skips them), or the recipient has no email address.
What's the difference between standard and HTML templates?
Standard templates are simple text/HTML edited in the rich-text editor — the system wraps them in your workspace shell on send (signature, footer, logo). Full HTML templates are complete standalone emails that you paste in as one block. They bypass the shell and send as-is. Use Full HTML when you want pixel control over the entire email.
How do blasts pick recipients?
Open the Email page, click + New Blast, pick an audience (All / Leads only / Clients only / Subscribers only), then narrow with insurance type, status, source, carrier, product, or renewal date range. The recipient preview shows the matching set with type badges (lead/client/subscriber). All recipients must be active subscribers — opted-out people are excluded server-side.
When do I tick "Marketing email"?
Tick it when the message is promotional: a newsletter, a product announcement, a nurture note. The box adds the unsubscribe footer with your mailing address if saved, and the send is refused if the person has unsubscribed or if their address bounced before. Leave it off for one-to-one messages about their own quote, policy or appointment. Blasts are always marketing and have no checkbox.
Do I have to save a mailing address to send?
InforceDesk lets you send marketing email without a saved mailing address. If you add one under Settings → Workspace → Mailing address, it appears in your marketing email footer.
What do the delivered, opened and bounced marks mean?
They come from Resend after the email leaves. Workspaces sending through the platform account get them automatically. If you send through your own Resend account, add the events webhook described on the Integrations page. An address that bounces for good, or that reports you as spam, is blocked from further marketing mail in your workspace.

Per-recipient sends

Open a lead or client and use the Communication section's composer. Pick a template (or write from scratch), edit the subject and body, decide whether it is a marketing email, send. The email lands in the recipient's inbox and also gets logged on this page and on the record's email history.

Marketing or transactional

Every email you send is one or the other. Marketing mail (the checkbox, and every blast, workflow email and birthday email) gets the unsubscribe footer with your mailing address if saved, skips anyone who unsubscribed, and skips any address that bounced or complained before. Transactional mail is sent as written, so a confirmation or a reply about someone's own policy still goes through even if that person left your marketing list. If a marketing send is held back, the page tells you whether the recipient unsubscribed or their address was blocked after a bounce or complaint.

Replies come back to the record

Marketing and workflow emails carry a reply address that routes through InforceDesk. When the person hits reply, the message is saved on their lead or client record, their last reply date is updated, any workflow set to stop on reply is cancelled, and the reply is forwarded to the assigned agent (or the workspace owner) with the contact's own address as the reply-to, so you can answer them straight from your inbox. Appointment and account emails keep your normal from address.

Blasts

For one-to-many sends. The audience filters compose together: "Leads only, Medicare insurance type, source = facebook_ads" picks just the matching set. Preview shows you exactly who's about to get the email. Send is irreversible (no draft state); the message goes out as soon as you click.

Attachments

Every composer — the standalone Email page, the lead and client composers, and blasts — takes file attachments. Up to 5 files, 10MB each, 24MB total (PDF, images, Word, Excel, or text). On a blast the same files go to every recipient. Attachments sent from a lead or client composer are kept on that record's email history as download chips; you can also attach a document already on file for that lead or client.

Templates

Manage them at Settings → Email Templates. Two types: standard (text/HTML body wrapped in your workspace shell on send) and full HTML (complete standalone HTML emails). Templates support tokens that get replaced per recipient: {{firstName}}, {{lastName}}, {{email}}, {{phone}}. Selecting a template in any composer fills the subject and body. HTML templates show with an [HTML] suffix in the picker.

Email history

Every send is logged with subject, body, recipient, and timestamp. The list is visible on this page (most recent first across the workspace) and on each lead/client detail page (just their sends). Each row expands inline to show the rendered email body. Replies that came back through the relay are logged too, marked inbound.

Quotas and rate limits

Two things gate sends. Quota is your monthly plan cap (Solo 2,000 emails/mo; Team 10,000; Trial 200). Hit 100% and sends stop until the period resets. Rate limit is per-minute fairness (default 60/min). Both are configurable on the Billing and Workspace settings pages respectively. Quota counts reset at the start of each billing period. The 30-day trial counts as one period, so the trial caps cover the whole trial.