📝 Overview
CRM lifecycle email notifications help you automatically communicate with customers as they move through different stages of their journey. These emails can be used to welcome new Leads, follow up with inactive customers, re-engage customers marked as At Risk, or provide updates based on changes to their lifecycle status.
Notifications are triggered automatically when a customer enters or exits a stage, helping you deliver timely and relevant communication without manual follow-up.
This guide walks through how to set up and customise these notifications.
💡 Notifications are per stage, not global. Each stage can have any number of notification rules, including no notifications at all.
🔑 Authorisations
Only Account Owners and Admins can view this section in order to create, edit, and remove lifecycle email notifications.
📬 Creating a Notification
This section explains how to create automated lifecycle email notifications that are sent when a customer moves between lifecycle stages in your kanban board.
You’ll learn how to configure the trigger stages, customise the email content, and ensure customers receive the right communication at the right point in their journey.
Click the arrow to view how to create a stage notification
Click the arrow to view how to create a stage notification
You can access the Status Trigger Notification section either by going to:
1️⃣ CRM ➔ Email
Or Communications ➔ Notifications ➔ Customer: CRM Lifecycle Status Triggers
2️⃣ Now click on the Add Notification button on the top-right.
3️⃣When you start setting up a new notification, you'll see there's three sections, which are:
Frequency
Email Template
Email Preview
Each will be addressed below.
🔶 Frequency
In this section, you can add a name for the notification you're setting up, select the status change which triggers the email to be sent, and also choose when the actual email goes out to customers.
Click the arrow to learn more about the Frequency section
Click the arrow to learn more about the Frequency section
4️⃣ Add a name for this email notification in the Email Name field. This is for internal use only, and will not be customer-facing.
5️⃣ The Send Email When field allows you to select the lifecycle status change which will trigger the email to be sent to your customers.
You can choose between:
Customer Status is, which allows you to simply select a lifecycle stage, and an email notification will be triggered as soon as a customer enters that lifecycle stage, regardless of their previous status/stage they moved over from.
Customer Status changes to/from, which allows you to set up a trigger for when a customer moves from one specific lifecycle stage to another.
🧠Example:
If you would like to set up an email notification to go out to all customers who enter the Churned state, regardless of the customers previous state, you can use the "Customer Status Is" option.
If you want to set up separate email notifications to go out to all customers who enter the Churned state from the Trial state and the Converted state, you can set up two different email notifications using the Customer Status changes to/from option.
6️⃣ The Frequency option allows you to choose between the email being sent out immediately as soon as a customer enters the Lifecycle state in question, or you can set it up to go out after a pre-set amount of time.
🔶 Email Template
7️⃣ Here you can draft the email which will be sent to customers who meet the criteria you set in the Frequency section.
You'll be able to create the email using placeholders to customise the email further, and make it more personable.
Placeholders get replaced by data when the email is sent. For example, if you add the customer.first_name placeholder, a customer named Joe Bloggs will see "Hi Joe" in their email.
💡 You can also enhance the email you're drafting using the "Enhance with AI" feature.
🔶 Email Preview
8️⃣ The final stage is the Email Preview section, which displays a summary of the email name, status conditions, and frequency, along with the preview of the email subject and body.
The preview will display what the email looks like with placeholders, but if you click on the "Email with sample values" option on the top-right, it will replace the placeholders you added with sample values, which will be similar to what the customer will receive.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Click the arrow to view frequently asked questions
Click the arrow to view frequently asked questions
Will customers receive an email if I move them manually instead of via automation?
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Click the arrow to see the answer
Yes. Notifications fire on the stage transition itself, regardless of whether the move was automated or done manually by a staff member.
What happens if a customer enters and exits a stage quickly?
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Click the arrow to see the answer
Each stage entry is a separate trigger, so each entry can fire its notification. If a customer ping-pongs between two stages, you'll see one notification per entry.
Can I delay a notification?
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Click the arrow to see the answer
Yes. In the frequency section, you can select the Schedule option, and set the email to go out any amount of time after the customer met the necessary conditions.
This way, you can set multiple email notifications, so that one can go out immediately, and then also send a follow up email on a later date.
Are these emails the same as my existing automated emails?
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Click the arrow to see the answer
No, they're a separate system. Existing GoTeamUp automated emails (e.g. registration confirmations, payment receipts) continue to fire as before. Lifecycle notifications are tied specifically to CRM stage changes and are managed in the CRM area.
How do I see what notifications a specific customer has received?
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Click the arrow to see the answer
Open the customer's profile and check the Activity Log. Every notification that fired for that customer is logged with its template, recipient, and send timestamp. See the CRM Interactions and Activity Log guide for more.