When you need to email one customer, you can do it without leaving EZLynx. You write the message inside the customer's account, and EZLynx saves a copy of it to their Activity log automatically. You don't have to forward anything or copy it from your personal inbox, and everyone on your team can see what you sent. 


This article shows you how to send an individual email, how to use the Is Marketing Email toggle correctly, and how to confirm your email was logged. 


TABLE OF CONTENTS


Before you begin

  • Make sure the customer or applicant has an email address on their account. 
  • Decide whether your message is a service email (a policy document, a quote, a coverage confirmation) or a marketing email (a promotion). You'll need to know this when you reach the Is Marketing Email toggle.


Send an individual email


1. Open the customer's account. Search for the customer or applicant you want to email and open their record.


2. Click the email icon. In the customer panel on the left side of the account, select the email (envelope) icon. The Compose Email page opens in a new browser tab. 


Customer Account panel on the left side of an account, with the email envelope icon outlined in red in the row of icons below the heading.


3. Check the From and To addresses. The page works like any other email program, so confirm both addresses are correct before you go further. You can also: 

  • Select Send me a copy to receive a copy of the message yourself.
  • Select CC or BCC to add other recipients.


Top of the Compose Email page, with the From and To fields outlined in red on the left. On the right, the "Send me a copy" checkbox and the CC and BCC buttons are outlined in red.


Please note: Confirm the From and To addresses BEFORE you write your message. If you change the From address after writing your email, you'll lose what you wrote.


4. Enter a subject. The subject field is required.


5. (Optional) Choose an email template. Open the Email Templates drop-down and select a template. For example, choose the Birthday template to send a birthday greeting. The drop-down lists single-step campaign templates only. Once you pick a template, you can still edit the subject and message. 


Compose Email page with the Subject field filled in and the Email Templates drop-down open, showing "Automation Template - Birthday" selected.


6. (Optional) Generate content with EVA. If your agency has the Advanced package, you can select Generate content with EVA (the EZLynx Virtual Agent) to help you write or refine your message.


7. (Optional) Attach a file. Select Attach (to the right of the Attachments field) and choose the file you want to send. 


8. Set the Is Marketing Email toggle. Leave it OFF for service emails. Turn it ON only for promotional or marketing content. See Choose the right Is Marketing Email setting below. 


9. Review your message. Use the editing tools to format your text, then read through the email and make sure your signature at the bottom is correct. 


10. Select Send.


Confirm your email was logged

After you send, open the customer's Activity tab. Your email appears in the Activity log with a red icon, along with the date it was sent. Texts and notes are also displayed in the Activity log, so you have one complete timestamped record for your communication with that customer. 


Account Activity page with the Activity tab outlined in red. Under "Today," a sent email titled "Happy Birthday Customer!" shows a red email icon and a "View email" button, both outlined in red. An attached file and the date and time sent appear below the message.


Choose the right Is Marketing Email setting

This toggle changes what the customer receives, so it's worth getting right every time. 


Is Marketing EmailUse it when you're sendingExamplesWhat happens
OFF (default)Service or transactional emailsPolicy documents, quotes, coverage confirmationsSends as a normal email
ONPromotional or marketing contentOffers, promotions, announcements meant to market your agencyEZLynx adds a required unsubscribe link


When Is Marketing Email is ON, EZLynx adds an unsubscribe link to your message. That link is legally required for commercial messages under the CAN-SPAM Act. It also means the customer can use it to stop receiving your emails. To learn more about the Is Marketing Email toggle or the CAN-SPAM Act, click on the question mark icon next to the toggle or the "federal law" link. 


Is Marketing Email toggle in the off position, with a question mark icon next to it outlined in red and a tooltip reading "Click here to see the disclaimer." Below it, a note about transactional and relationship messages ends in a "federal law" link, also outlined in red.


Best practice: send from EZLynx

Whenever you can, send customer emails from EZLynx instead of your personal email account. Each message is saved to the customer's record, timestamped, and visible to your team, which gives you a complete communication history and helps protect your agency in an E&O situation. 


If you work in Outlook or Gmail and want your email activity to land in EZLynx from there, check out our EZLynx for Outlook or EZLynx for Gmail articles to learn more. 


Learn more

Need to reach many customers at once? That's a campaign rather than an individual email. Check out our How to Create Bulk/Drip Email Campaigns article to learn more.


We hope this guide helps you email your customer from within EZLynx with confidence. To learn more, check out the Solution Center or EZLynx University from the Support icon on the left navigation bar.