Email SMS backup

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Email SMS backup helps when a customer says they did not see an important email. When it is used, Neptune sends a short SMS after the email is sent. The SMS asks the customer to check their email and junk or spam folder.

The SMS does not replace the email. It is a backup prompt for important messages.

What the SMS says

Neptune sends a fixed message:

Hi, this is [sender name] from [organisation name]. I’ve sent you an important email. If you haven’t seen it, please check your junk or spam folder.

The sender name comes from the person sending the email. The organisation name comes from your Neptune account.

Setup default SMS backup

Admins can choose when SMS backup is preselected.

  1. Go to Admin → SMS Settings.
  2. Find Email SMS backup.
  3. Turn on the default for the email types that should usually include SMS backup:
    • Proposals
    • Contracts
    • Variations
  4. Save your changes.

When a default is on, users can still turn SMS backup off before sending that email.

SMS backup can also be used from other modern email sends, but users must turn it on manually each time.

Send an email with SMS backup

When composing a modern email:

  1. Open Additional fields.
  2. Tick Send SMS backup.
  3. Choose the SMS recipient.
  4. Send the email.

After the email is sent, Neptune sends the SMS immediately.

Phone number requirements

SMS backup needs a phone number for the chosen recipient.

If no phone number is available, add one to the customer, lead, or contact before sending. You can also turn SMS backup off and send the email without it.

Modern emails only

SMS backup is only sent with modern emails.

If a legacy template is selected and SMS backup would otherwise be on, Neptune shows a warning in Additional fields. No SMS backup is sent for that legacy-template email.

Troubleshooting

Why was no SMS sent?

Check that SMS backup was turned on for the email, the selected recipient has a phone number, and SMS is available for your organisation.

Can I change the SMS message?

Not yet. The SMS backup message is fixed so it stays short and generic.

Does the SMS include the proposal or contract link?

No. The SMS asks the customer to check their email or junk folder. The email remains the place where the customer opens the proposal, contract, variation, or message.