# In what sequence are the Customer Emails used to send the SO-related Emails?
Effective communication ensures that customers are informed and engaged throughout the sales process. In the XoroERP, various customer emails such as "Main Email," "CC Email," "Billing Email," and "Shipment Update Email" are utilized to keep customers informed about their orders, shipments, invoices, and other important updates. In this guide, we'll explore the sequence in which they're used to send SO-related emails.
### Defining Customer Emails
In the Customer module, under the "Contact Info" section, you can define the customer emails. These emails will be used to update the customer regarding shipment releases, sending invoices, shipment updates, and more. These emails include:
* Main Email
* CC Email
* Billing Email
* Shipment Update Email
Additionally, you can define the "Bill To Address Email" and "Ship To Address Email" under the "Address Info" tab.
{% hint style="info" %}
**Please note:** *The "Bill To Address Email" and "Ship To Address Email" are initially picked from the customer details but can be modified when creating an order. The emails specified in the order or invoices will be used for subsequent communication with the customer.*
{% endhint %}
#### **Default CC Email**
A default **CC Email** can also be configured in the **Email Template Configuration** module to receive notifications related to various entities in Xoro, such as Sales Orders (SO), Purchase Orders (PO), Invoices, and more.
### **Priority and Flow of Customer Emails**
The system uses a specific sequence to send emails to customers for different SO-related events, as mentioned below.
{% hint style="info" %}
**Please Note: "\*\*"** indicates that the email will always be sent to this email address.
In other cases, **the emails will only be sent to the first priority email address available.**
{% endhint %}
#### **Ship Confirmation Email**
The system determines the recipient of the Ship Confirmation email based on the following priority order:
**1. Contact Email (Highest Priority)**
If the **“Use Contact Email”** toggle is **ON** and the **Shipment Notification Email** field is empty, the email is sent to the **Contact Email** (the contact email is defined in the Contacts tab for the customer selected in a particular sales order).
If the **“Use Contact Email”** toggle is **ON** and the **Shipment Notification Email** field is also populated, the email is sent to both:
* Contact Email
* Shipment Notification Email
**2. Shipment Notification Email**
If the **“Use Contact Email”** toggle is **OFF** and the **Shipment Notification Email** field is populated, the email is sent to the **Shipment Notification Email** (second priority).
**3. Ship To Address Email**
* If neither **Contact Email** nor **Shipment Notification Email** is available, the system sends the email to the **Ship To Address Email**.
* However, when the **Ship-To Email interceptor** is active in the **Email Interceptor Centre**, the **Ship-To Email** is automatically added as a **CC recipient,** regardless of which email is selected as the primary recipient. This ensures that the delivery contact receives a copy of the shipment confirmation without affecting the existing email priority logic, and applies to both **invoices** generated from **Sales Orders** and **direct invoices**.
**4. Shipment Update Email**
If none of the above emails are available, the system sends the email to the **Shipment Update Email**.
**5. Main Customer Email**
If the Shipment Update Email is not available, the email is sent to the **Main Email of the customer**.
\*\*Template CC Email
***
#### **Payment Links**
#### **1. Deposits**
The system sends the **Deposit email link** in the following priority order:
**1. Contact Email (Highest Priority)**
If the **“Use Contact Email”** toggle is **ON** and the **Payment Email** field is **empty**, the email is sent to the **Contact Email**.
If the **“Use Contact Email”** toggle is **ON** and the **Payment Email** field is also populated, the email is sent to **both**:
* Contact Email
* Payment Notification Email
**2. Payment Email**
If the **“Use Contact Email”** toggle is **OFF** and the **Payment Email** field is populated, the email is sent to the **Payment Email**, giving it **second priority**.
**3. Billing Email**
If neither Contact Email nor Payment Email is available, the system sends the email to the **Billing Email**.
**4. Main Customer Email**
If the Billing Email is not available, the email is sent to the **Main Email of the customer**.
\*\*Template CC Email
#### **2. Invoice Payment Link**
The system sends the **Invoice Payment Link email** in the following priority order:
**1. Contact Email (Highest Priority)**
If the **“Use Contact Email”** toggle is **ON** and the **Payment Email** field is **empty**, the email is sent to the **Contact Email**.
If the **“Use Contact Email”** toggle is **ON** and the **Payment Email** field is **also populated**, the email is sent to **both**:
* Contact Email
* Payment Email
**2. Payment Email**
If the **“Use Contact Email”** toggle is **OFF** and the **Payment Email** field is populated, the email is sent to the **Payment Email**, giving it second priority.
**3. Billing Email**
If neither Contact Email nor Payment Email is available, the system sends the email to the **Billing Email**.
**4. Main Customer Email**
If the Billing Email is not available, the email is sent to the **Main Email of the customer**.
\*\*Template CC Email
***
#### **Release SO Email**
The system sends the **Release Sales Order email** in the following priority order:
**1. Contact Email (Highest Priority)**
If the **“Use Contact Email”** toggle is **ON** and the **Order Processing Email** field is **empty**, the email is sent to the **Contact Email**.
If the **“Use Contact Email”** toggle is **ON** and the **Order Processing Email** field is **also populated**, the email is sent to **both**:
* Contact Email
* Order Processing Email
**2. Order Processing Email**
If the **“Use Contact Email”** toggle is **OFF** and the **Order Processing Email** field is populated, the email is sent to the **Order Processing Email**, giving it second priority.
**3. Main Customer Email**
If neither Contact Email nor Order Processing Email is available, the system sends the email to the **Main Email of the customer**.
**4. Customer CC Email**
If configured, the **Customer CC Email** is included as an additional recipient.
***
#### **B2B Orders**
The system sends the **New Sales Order notification email (B2B orders)** in the following priority order:
**1. Contact Email (Highest Priority)**
If the **“Use Contact Email”** toggle is **ON** and the **Order Processing Email** field is **empty**, the email is sent to the **Contact Email**.
If the **“Use Contact Email”** toggle is **ON** and the **Order Processing Email** field is **also populated**, the email is sent to **both**:
* Contact Email
* Order Processing Email
**2. Order Processing Email**
If the **“Use Contact Email”** toggle is **OFF** and the **Order Processing Email** field is populated, the email is sent to the **Order Processing Email**, giving it second priority.
**3. Main Customer Email**
If neither Contact Email nor Order Processing Email is available, the system sends the email to the **Main Email of the customer**.
**4. Customer CC Email**
If configured, the **Customer CC Email** is included as an additional recipient.
\*\*Selected Sales Rep
\*\*Template CC Email
\*\*Emails added in the "**New B2B order - Additional notification emails"** app config.
***
#### **Overdue Invoice**
The system sends the **Overdue Invoice reminder email** in the following priority order:
**1. Contact Email (Highest Priority)**
If the **“Use Contact Email”** toggle is **ON** and the **Customer Reminder Email** field is **empty**, the email is sent to the **Contact Email**.
If the **“Use Contact Email”** toggle is **ON** and the **Customer Reminder Email** field is **also populated**, the email is sent to **both**:
* Contact Email
* Customer Reminder Email
**2. Customer Reminder Email**
If the **“Use Contact Email”** toggle is **OFF** and the **Customer Reminder Email** field is populated, the email is sent to the **Customer Reminder Email**, giving it **s**econd priority.
**3. Bill To Address Email (from the Invoice)**
If neither Contact Email nor Customer Reminder Email is available, the system sends the email to the **Bill To Address Email** specified on the invoice.
**4. Billing Email**
If the Bill To Address Email is not available, the email is sent to the **Billing Email**.
**5. Main Customer Email**
If the Billing Email is not available, the email is sent to the **Main Email of the customer**.
**6. Customer CC Email**
If configured, the **Customer CC Email** is included as an additional recipient.
**App Configuration – Overdue Invoice Reminders:**
**Location:**\
Sales → App Configuration → **Enable invoice overdue reminder emails**
**Description:**\
When enabled, the system automatically sends overdue invoice reminder emails to customers based on:
* **Due / Overdue Invoice Reminder Time**
* **Overdue Invoice Reminder Email Interval (in days)**
This allows businesses to automate follow-ups for unpaid invoices.
***
#### **Estimate**
#### **1. Approval Email**
The system sends the **Estimate Approval email** in the following priority order:
**1. Order Processing Email (Highest Priority)**
The email address configured in the **Customer → Emails tab → Order Processing Email** field is used first.
**2. Main Customer Email**
If the Order Processing Email is not available, the email is sent to the **Main Email** of the customer.
\*\*Template CC Email
#### **2. Add to Email Queue**
When an estimate is added to the email queue, the system sends the email in the following priority order:
**1. Billing Email (Highest Priority)**
The email address configured as the **Billing Email** for the customer is used first.
**2. Main Customer Email**
If the Billing Email is not available, the email is sent to the **Main Email** of the customer.
***
#### **Payment Success Email**
The system sends the Payment Success email in the following sequence:
1. Main Email
2. Emails added in the "**Payment receipt notification - Additional emails**" app config
#### **Decline Payment Email**
1. Main Email
2. Emails added in the "**Credit Card Declined-Additional emails**" app config
By following this defined sequence, the Xoro system ensures that all necessary SO-related emails are sent to the appropriate customer email addresses, maintaining efficient and accurate communication.
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