The confirmation email your customer receives

Yes, you can send your customer an email as soon as they submit a quote request or a custom design form. It is called the Customer Confirmation Email, and it is the only email in Sign Customiser that goes to your customer.

It is switched off by default

Nothing is sent to your customers until you turn it on yourself. If you have never opened this page, your customers are not receiving anything.

Which email goes to whom

Each customiser has three email pages under Email Workflows. Two of them are for you, not your customer.

Customer Confirmation Email — sent to your customer, acknowledging their quote request or custom design submission.
Manufacturer Email — sent to you and to whichever address you have set for production. Your customer never sees it.
Custom Design Form Email — sent to you, with everything the customer submitted so you can act on it. Your customer never sees it either.

If you have edited one of the last two hoping to change what your customer reads, you were editing your own copy of the email. The Customer Confirmation Email is the one you want.

Turn it on

Open your Sign Customiser admin and click Customisers.
Choose the customiser you want.
In the left-hand menu, under Email Workflows, click Customer Confirmation Email.
Tick Send a confirmation email to my customer.
Click Save.

The setting applies to the whole customiser, so it covers both quote requests and custom design submissions on that customiser. If you run several customisers, turn it on for each one.

Will it actually send?

Underneath the toggle there is a panel headed Will this email send?, with one row for quote requests and one for custom design submissions. Each row is marked Sending or Not sending, and a row that is not sending tells you why, with a link to the page that fixes it.

The most common reason nothing sends is that the form does not ask for an email address. Without one there is nobody to send to. Add an email field to the form in Forms and the row will switch to Sending.

Write the email

A finished subject line and body ship with the feature, so turning the toggle on is enough to get a sensible email. Both are yours to rewrite, in any language you like.

The body uses the same editor as the other email templates. Click Browse variables to see everything you can drop in: your customer’s name, your store name, the form they used, their submission number and date, a written description of the design, and a preview image of the design itself. There are also conditional blocks so one template can say something different for a quote request than for a custom design.

If you make a mistake in the template, we send the default email rather than a blank one, so a broken tag never costs you a confirmation. There is a Reset to default button to put the shipped wording back.

Note: Keep this a plain acknowledgement. It is not a marketing email, and adding offers or promotions to it changes what it is.

Sender name and replies

Sender name is what your customer sees in their inbox list. Set it to your shop’s name. Leave it blank and we use your store’s branding name instead. The address the email is sent from belongs to us, because that is what keeps the mail out of spam folders, but the name on it is yours.

Replies come to you, not to us. We set the reply address to the email address on the form your customer submitted. If that is empty, we fall back to your store’s contact email. So a customer who hits reply reaches your inbox.

Your logo and colours

How the email looks is not set on this page. It comes from your store’s brand settings, along with every other email Sign Customiser sends for you.

Go to Settings → Store and switch on Use branding for emails to send with your own logo and primary colour. Leave it off and the email uses our default styling. There is a link straight to that page from the top of every Email Workflows page.

What it never includes

The confirmation is deliberately narrower than the email you receive. It never shows a price, so it is safe on a customiser where you have hidden prices in Quote Mode. It never shows your AI credit balance or billing links, the processed vector file your credits paid for, download links to raw uploaded files, or your own manufacturer address.

Your customer gets an acknowledgement, a reference number and a look at their own design. Everything else stays in your inbox.

One email per submission

If a customer’s browser sends the same submission twice, they still only receive one confirmation. The same guard covers someone submitting the same form repeatedly in a short window.