HELP / CLIENT COMMUNICATION
Send emails and understand client signals
Check recipients, send a clear document message and interpret engagement with the right context.
Before you send
Check the customer email address, document version, subject and message. Open the public document to confirm that its contents are ready for the recipient. A recognizable business identity and a specific subject help the client understand why the email matters.
Send the document with a personal message
Open Email in the sidebar to reach New Email, or use the email action on the relevant document. The composer offers Quote, Invoice and None as message contexts, with Editor and Preview views. Choose the appropriate context, check the document and recipient, and review the message in Preview before sending. A draft or preview is not a sent email.
Make the message recognizable
Use a subject that names the work, a greeting, a short explanation and one clear next action. Check that the logo, business name and reply details are correct. A quote email can ask the client to review the scope; an invoice email should identify the billing stage and payment instructions.
A useful quote email
Know what each signal can tell you
Use activity as context for the next conversation, not proof of a decision.
| Signal | What to keep in mind |
|---|---|
| Email opened | Mail privacy features can load images without a person reading. |
| Link clicked | Security scanners can visit links automatically. |
| Document viewed or downloaded | The link may have been forwarded to another reviewer. |
| Customer comment | Read the actual question and respond to the detail. |
| Signature recorded | Check the accepted quotation and confirm the next commercial step. |
Check what your plan includes
Free includes 15 emails per month with open tracking. Paid plans include unlimited email sending, click tracking, document-view tracking and email notifications. Pro and Scale add a client engagement timeline.
See email and activity plan coverageIf the customer cannot find the email
Confirm the address you used and ask the customer to check spam, quarantine and any business email filtering. Verify the send state shown in Moonbreak before sending again. If needed, share the reviewed public link through an agreed communication channel.
An email accepted for sending is not proof that it reached the inbox. Delivery can depend on the receiving system and its policies.
If tracking looks unexpected
Compare the activity with the customer’s actual reply and your recent conversation. An unusually quick view may come from a scanner; a customer can read a message with images blocked and produce no open signal. If activity still appears inconsistent, contact support with the document reference and approximate time, without sending sensitive content.
Contact support