Customizing the welcome email

What is the welcome email?

The welcome email gives a Business App user a link to set their password and access their dashboard. Creating or inviting a user sends the onboarding email rather than the welcome email, so the welcome email is reached through the Send Set Password email (Welcome email) action on an existing user: useful for a password reset, or any time you'd prefer the shorter standard email. 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 sender email	Yes, via the market's (or your partner default) Email Settings under Administration → Customize
Sending domain	No, selected automatically
Subject line	No, hard-coded
Email body content	No, hard-coded
Custom introductory message	Yes, a short message can be added at send time (it attaches to whichever email is being sent, welcome or onboarding)

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.

How the sending domain is chosen

The welcome and onboarding emails are sent from the Sender Email in the account's market email settings, but only when that address is on your verified sending domain. There is no domain picker to set at send time. The platform picks the address in this order:

1. The market's sender email, if its domain matches your sending domain and both DKIM records for that domain are verified.
2. Your partner-level sender email, if the market has its own address that doesn't qualify and your partner-level address does.
3. A platform address, if neither of your addresses qualifies.

The Sender Name is used in every case, so the email still shows your brand even when it's sent from the platform address.

tip

To send these emails from your own address, set up and verify your sending domain, including both DKIM records, under Marketing → Email settings. See Email authentication for the DNS records. An authenticated sender also improves deliverability.

Recommended workaround: Marketing Campaigns

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:

1. Go to Partner Center → Marketing → Campaigns → Product Adoption.
2. Create a new campaign with the welcome content you want your customers to receive.
3. Go to Partner Center → Accounts → Manage Business App → Customize Business App → Notifications.
4. Enable the Onboarding campaign checkbox and select your campaign from the dropdown.
5. 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 Send Set Password email (Welcome email). You can also resend from Accounts → Manage Users.

The confirmation dialog shows which market's branding will be used and gives you a Preview button so you can check the email before it goes out.

A user didn't receive their welcome email: what should I check?

1. Confirm the email address on the user account is correct.
2. Ask the user to check their spam or junk folder.
3. Verify that notifications are enabled under Customize Business App → Notifications → Allow sending of notifications.
4. 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 a user or resending the email. It attaches to whichever email you're sending, the welcome email or the onboarding email, and appears above the standard content. For fully custom content, use a Marketing Campaign as described above.

Can I add an existing user to an account without sending a welcome email?

No. When you add a user to an account, the platform sends a welcome or onboarding email. There is no option to silently add users without notifying them.

If you are adding corporate team members so they can work across many accounts, check whether they already have the access they need. Users with existing access often do not need to be added to each new account.