Customizing the welcome email
What is the welcome email?
When a Business App user is created, the platform automatically sends them a welcome email with a link to set their password and access their dashboard. This email uses the white-label settings from the market the account is assigned to (logo, brand colors, sender name).
What you can and cannot customize
| Element | Customizable? |
|---|---|
| Logo and brand colors | Yes — via market white-label settings |
| Sender name and email domain | Yes — via email domain settings |
| Subject line | No — hard-coded |
| Email body content | No — hard-coded |
| Custom introductory message | Yes — a short message can be added at user creation time |
The body of the welcome email is fixed and cannot be edited directly. The most common workaround is to use a Marketing Campaign to send a fully custom onboarding email after the user logs in for the first time.
Recommended workaround: Marketing Campaigns
Most partners use a Marketing Campaign to deliver custom onboarding content. This lets you control the message completely and send a series of emails rather than a single welcome note.
How to set this up:
- Go to Partner Center > Marketing > Campaigns > Product Adoption.
- Create a new campaign with the welcome content you want your customers to receive.
- Go to Partner Center > Accounts > Manage Business App > Customize Business App > Notifications.
- Enable the Onboarding campaign checkbox and select your campaign from the dropdown.
- Click Save.
New customers will be automatically enrolled in the campaign when they log in for the first time.
Which market's white label is used
The welcome email uses the white-label settings of the market the account is assigned to, with one exception:
- Resending from Account Details: uses the account's assigned market branding
- Resending from the Users page: uses the default market branding
- Initial creation email: always uses the default market branding, regardless of the account's market assignment
If your markets have different branding, make sure the correct market is assigned to the account before sending or resending the welcome email.
Frequently asked questions
Can I resend the welcome email?
Yes. From the account's user list, click the three-dot menu next to the user and select Resend Welcome Email. You can also resend from Accounts > Manage Users.
A user didn't receive their welcome email — what should I check?
- Confirm the email address on the user account is correct.
- Ask the user to check their spam or junk folder.
- Verify that notifications are enabled under Customize Business App > Notifications > Allow sending of notifications.
- Check that your email domain is configured correctly under Marketing > Email Settings.
Can I add a custom message to the welcome email?
Yes, a brief custom introductory message can be added when creating or editing a user. This appears in the welcome email above the login link. For fully custom content, use a Marketing Campaign as described above.