# 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.

Source: https://docs.theavoxai.com/emails

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](https://docs.theavoxai.com/compliance#email-preferences)):

| 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](#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.

> **Note**
>
> **Owner** below means the Switchboard's first Admin - its owner of record. **Admins** means every Admin
> of the Switchboard. See [Members and roles](https://docs.theavoxai.com/switchboard/members).

## 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](https://docs.theavoxai.com/security#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](https://docs.theavoxai.com/settings/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](https://docs.theavoxai.com/security/two-factor) 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](https://docs.theavoxai.com/security/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](https://docs.theavoxai.com/security#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](https://docs.theavoxai.com/switchboard/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](https://docs.theavoxai.com/switchboard/members#changing-someones-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](https://docs.theavoxai.com/switchboard/members#changing-a-members-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](https://docs.theavoxai.com/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](https://docs.theavoxai.com/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](https://docs.theavoxai.com/compliance#when-a-policy-changes). | Everyone who agreed to an earlier version | No |

## Billing

All always sent. See [Billing](https://docs.theavoxai.com/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](https://docs.theavoxai.com/billing/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](https://docs.theavoxai.com/billing/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](https://docs.theavoxai.com/automation/credits#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](https://docs.theavoxai.com/security#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](https://docs.theavoxai.com/connections/webhook-override) 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](https://docs.theavoxai.com/billing#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](https://docs.theavoxai.com/billing#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](https://docs.theavoxai.com/automation/credits#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](https://docs.theavoxai.com/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](https://docs.theavoxai.com/support) or email hello@theavoxai.com.