Emails Avox Sends

Every email Avox sends: when it's sent, who gets it, what it says, and which ones you can turn off in Compliance email preferences.

This page lists every email Avox sends to customers - when it goes out, who receives it, what's in it, and whether you can switch it off.

Every email comes from Avox. Replying to one reaches the Avox support team, so you can answer any email directly if you have a question about it (the address is hello@theavoxai.com).

Turning emails off#

Four kinds of optional email can be switched off for a whole Switchboard in Compliance > Email Preferences (Admins only - see Compliance):

Toggle	Covers
Setup reminders	A reminder if you haven't picked a plan 3 days after signing up, and one if a WhatsApp number has been stuck mid-setup for a day (at most one of each every 2 weeks). The same switch covers offer and reminder emails from Avox and the credit rollover emails - see Reminders and news.
Product news and announcements	Product updates and announcements from the Avox team, including email copies of dashboard notifications.
WhatsApp account alerts	Alerts Meta sends about your WhatsApp account, a template that's rejected, paused or disabled, a Flow that's blocked or throttled, and a Meta access token that's about to expire.
WhatsApp API problem reports	One email per issue when requests Avox makes to Meta for you keep failing - for example sending a message, changing a template or Flow, or updating a number's settings. At most one email per issue per week.

All four are on for a new Switchboard. Required emails are always sent and can't be turned off: sign-in and security notices, billing and payment emails, team invites and changes, support replies, automation credit warnings, message forwarding pauses, and WhatsApp numbers being connected or removed. Everything else on this page that isn't marked as switchable is one of these. Marketing-type emails (setup reminders, announcements, business offers, the newsletter) carry a Manage preferences / unsubscribe link at the bottom.

Owner below means the Switchboard's first Admin - its owner of record. Admins means every Admin of the Switchboard. See Members and roles.

Signing in and your address#

All sent to you, and always sent.

Email	When it's sent	What it contains
Sign-up confirmation	You sign up with an email and password.	A 6-digit code to enter on the sign-up page, and a one-click confirmation link.
Password reset code	You click Forgot password? on the sign-in page. See Forgot your password.	A 6-digit code to enter on the sign-in page, and a link that does the same in the browser you asked from.
Email change - confirm new address	You change your email in Profile. Goes to the new address.	Both addresses, a 6-digit code, and a confirmation link.
Email change - approve from old address	The same change. Goes to your current address, so you can approve it - or spot a change you didn't make.	Both addresses, a 6-digit code, and an approval link.

Security notices#

Always sent.

Email	When it's sent	Who	What it contains
Password changed	Your password changes in Settings > Security, or you reset it with Forgot password?.	You	When it changed. If it wasn't you, it tells you to reset your password and reply to the email so the team can help you lock things down.
Email address changed	An email change completes. Goes to the old address.	You	The old and new address, when, and a reset link.
Two-factor turned on or off	You turn two-factor authentication on or off.	You	Whether it's on or off, when, and a link to Settings > Security.
Sign-in method added or removed	Google or Facebook sign-in is connected to or disconnected from your account.	You	Which provider, added or removed, and when.
New sign-in	Your account opens the dashboard on a device it hasn't used in the last 30 days. At most one every 10 minutes. See Sessions.	You	The device (system and browser), approximate location, IP address, time, a link to your active devices, and a reset link.
API key created	A new API key is created.	Admins	The key's name, its first characters, the number it sends from, and when.
API key revoked	A key is revoked, by your team or by the Avox team.	Admins	The key's name and first characters, who revoked it, and why (when Avox revoked it).
API key security alert	A key is used from a new IP address, or a request is blocked by the key's IP allow-list. At most once a day per key and kind.	Admins	The key's first characters and the IP address.
Delete-connection code	An Admin asks to delete a WhatsApp connection.	Owner	The Switchboard, the connection, and a one-time code that expires after a few minutes.
Confirm it's you (code)	You ask for a code to create, rotate or revoke an API key, or to pause or delete a Switchboard. See Emailed codes for sensitive actions.	You	A 6-digit code that works once, for 10 minutes.

Team and account#

Email	When it's sent	Who	Can be turned off?
Team invite	An Admin invites someone to a Switchboard. Contains who invited them, the Switchboard, the role, and the accept link. See Invites.	The invited person	No
Team member joined	Someone accepts an invite. Contains their name, email, and role.	Whoever sent the invite	No
Team invite expired	An invite passes its 7-day limit unaccepted.	Whoever sent it	No
Removed from a Switchboard	An Admin removes someone. Says who removed them.	The removed person	No
Role changed	An Admin changes someone's role (Admin or Manager). Says who changed it, the old role and the new one. See Changing someone's role.	The person whose role changed	No
Permissions changed	An Admin gives a Manager extra permissions or takes some away. Says who changed it, what they can now do and what they can no longer do; the same news shows in the notifications bell. See Changing a member's permissions.	The Manager whose permissions changed	No
Welcome	You finish a Switchboard's onboarding questions for the first time (once per Switchboard).	You	No - it's sent once
Support request received	You open a ticket in Support. Contains the subject, ticket reference (like `T-4F2K9A`), and what you wrote.	You	No
Support reply	The Avox team replies to a ticket. Contains the reply and a link to the ticket.	Whoever opened the ticket	No
Account updated by Avox	Something about your account changes: the Avox team adds limits or credits, grants, extends, or ends a plan, or a billing event changes your plan's status (for example a paused plan switching back on). Contains what changed, from and to.	You, or the Owner	No
Account deleted	You delete your account. The last email sent to that address.	You	No
Facebook data deletion completed	A data-deletion request from Meta is matched to your account and carried out. Contains Meta's confirmation code and a status link. See Data deletion.	You	No
Policy updated	Avox publishes a new version of a policy you agreed to (Terms, Privacy Policy, Refund Policy, Cookie Policy or DPA). Contains a summary of what changed, the date it takes effect and a link to read it. Has no unsubscribe link. See When a policy changes.	Everyone who agreed to an earlier version	No

Billing#

All always sent. See Billing.

Email	When it's sent	Who
Payment receipt	A subscription becomes active after a successful payment, and on renewals. Contains the plan and amount.	Owner
Payment failed	A renewal payment fails and the plan shows Payment due.	Owner
Payment reminder	The Avox team sends a reminder about a payment that's due, sometimes with a note.	Owner
Plan changed	You move your subscription to another plan from Billing. Contains the old and new plan.	The Admin who changed it
Cancellation confirmed	You cancel from Billing. Contains any early-cancellation fee paid and the last day the plan works.	The Admin who cancelled
Subscription canceled	A plan ends - right away when PayPal cancels it, or when a cancelled plan's paid time runs out.	Owner, or every Admin when the paid time runs out
Refund issued	A full or partial refund is made. Contains the amount and invoice reference.	The person who paid
Coupon or gift applied	A free code or gift switches a plan on with no payment. Contains the code, what it gave, and the last day it covers.	You
Plan gift	The Avox team gifts you a plan. Contains the gift, your code, an accept link, and the last day to use it. See Coupons and gifts.	The gifted person
Plan ending soon	A plan that doesn't renew by itself (paid a year upfront, added by Avox, or from a code) ends in 7 days, and again 1 day before.	Admins
Plan ended	That plan reaches its end date and your numbers pause.	Admins
Invoice copy	You press Email me this invoice on an invoice. Contains the line items, total and billing details. See Invoices.	You
Credits purchased	You buy an automation credit pack in Billing > Buy credits and PayPal confirms the payment. Contains the credits added, the amount (India accounts: rupees first, with the US dollar amount charged beside them), when they stop counting, and a link to the invoice. See Buying more credits.	The person who bought them
Retention offer accepted	You accept an offer on the Delete account page. Contains what you get, your personal code (if any) and how to use it. See If you accepted an offer.	You
Campaign billing reminder	A renewal payment didn't go through: a friendly note on how to fix it in PayPal, with a link to Billing.	You

Business offers#

Email	When it's sent	Who	Can be turned off?
Business plan offer	The Avox team sends your company a custom plan. Contains the plan, price, billing, expiry, and your personal offer link.	The business contact	No
Business offer - expiry reminder	An unaccepted offer expires within 3 days (once per offer).	The business contact	Unsubscribe link in the email
Business plan active	Your business plan is paid and live.	The business contact	No

Connections, templates, and usage#

Email	When it's sent	Who	Can be turned off?
WhatsApp number connected	A number finishes connecting through Meta's sign-up window.	Admins	No
WhatsApp number removed	An Admin confirms deleting a number. Says who removed it and the last day Support can restore it.	Admins	No
Message forwarding paused	Avox pauses Message forwarding for a connection because your endpoint failed several deliveries in a row, each after a long run of retries. Contains the connection, how many deliveries failed, the last error, and a button to turn forwarding back on. Your messages stay in the Inbox, and you can resend any of them from the delivery log. Sent once per pause.	Admins	No
Automation credits 80% / 100%	A Switchboard uses 80%, then 100%, of its automation credits for the period (once each per period). Contains used, granted, and the reset date.	Admins	No
Meta access expiring	A connected number's access to Meta expires within 7 days, and again at 1 day.	Admins	Yes - WhatsApp account alerts
Template rejected / paused	Meta rejects, pauses, disables, or flags a template. Contains the template, language, status, and Meta's reason.	Admins	Yes - WhatsApp account alerts
Flow blocked / throttled	Meta blocks, throttles, or deprecates a Flow.	Admins	Yes - WhatsApp account alerts
Critical Meta alert	Meta sends an account-affecting alert about a connected number. At most once a week per alert.	Owner	Yes - WhatsApp account alerts
API problem report	Requests Avox makes to Meta for you keep failing - for example sending a message, changing a template or Flow, or updating a number's settings. At most once a week per issue.	Owner	Yes - WhatsApp API problem reports
Meta payment problem	Meta reports a payment problem on a connected number's WhatsApp Business Account, so messages may stop sending. Says what's wrong, the error code, how to fix it, and links to Billing & payments in Meta and to your Avox Billing page. Sent once per problem. See Payment problems.	Admins	No
Automation team alert	An automation's "Notify the team" step runs with email turned on. Contains the automation, the step's title and message, and a link to the customer. At most once per automation every 15 minutes.	Admins	Turn email off in that automation step

Reminders and news#

Email	When it's sent	Who	Can be turned off?
Setup reminder	No plan 3 days after sign-up, or a connection stuck mid-setup for a day. At most once every 14 days for each reason.	Owner	Yes - Setup reminders
Offer or reminder	Now and then: a thank-you before your plan renews, an offer to stay, a reminder to finish a checkout, or a tip. May carry a personal code or bonus credits. See Offers and discounts.	You	Yes - Setup reminders, and the unsubscribe link in the email
Keep your credits: renew your plan	3 days before a credit period ends, and on its last day, when unused plan credits would roll over but the plan may not renew (it's set to cancel, a payment failed, or a paid-upfront plan is ending). Sometimes with a renewal code. See Credits that roll over.	Admins	Yes - Setup reminders
Credits rolled over	Your plan renewed and its unused plan credits moved into the new period. Says how many, this period's own plan credits, and when the rolled-over credits stop counting.	Admins	Yes - Setup reminders
Product announcement	The Avox team announces something new. Written for each send.	Admins or every member, as chosen for that announcement	Yes - Product news and announcements
Notification (email copy)	A dashboard notification from the Avox team (for example planned maintenance) is also sent by email.	The people it's addressed to	Yes - Product news and announcements

From avox.com#

Email	When it's sent	Who
Contact form - confirmation	You send a message through avox.com's contact form. Quotes your message back with a reference number.	You
Newsletter - welcome	You subscribe with the email field on avox.com (including Get announcements by email on the announcements page). Contains a one-click unsubscribe link and a link to manage your subscription without signing in.	You
Announcement (newsletter)	The Avox team publishes an announcement on avox.com/announcements and chooses to email it to newsletter subscribers. Carries an unsubscribe link and a Manage preferences link.	Newsletter subscribers

Prefer not to get email? Every announcement is also on avox.com/announcements, which has an RSS feed, and product changes are listed in the docs Changelog.

The Manage preferences link in a newsletter or marketing email opens your subscription settings on avox.com without a password. If you open avox.com/preferences while signed in, it sends you to your dashboard's Compliance page instead.

Not getting an email?#

Check your spam or junk folder, and add Avox to your contacts.
Check which address the email goes to: many Switchboard emails go only to the Owner or to Admins (see the tables above).
Check Compliance > Email Preferences for the four optional kinds.
Still missing? Open a ticket in Support or email hello@theavoxai.com.

Last updated 12 October 2026