Email & messaging · Getting started
Every way to reach your members: messaging overview
A tour of your messaging toolkit: the unified inbox, one-to-one member email, in-app and email broadcasts, reusable templates, automations, sequences, and AI-assisted sending — and how they fit together.
One toolkit, many channels
Your platform gives you several ways to communicate, each built for a different job. Inbound, everything members send you — direct messages, video comments that need a reply, and feature ideas — lands in one unified inbox under Members → Messages, so nothing slips through the cracks.
Outbound, you can go personal or go wide. For one member at a time, there's a one-to-one email chat card on each member's page. For everyone at once, there are two kinds of broadcasts: in-app announcements that appear in members' Community messages, and email broadcasts that land in their email inbox.
Work smarter with templates and automation
Email templates let you save a message once — with placeholders that fill in each member's name — and send it by name whenever you need it. Automations send standard emails automatically when something happens to a membership: a welcome on signup, or a note on upgrade, downgrade, pause or cancellation. Email sequences take that further with multi-step drip campaigns triggered by events like a new signup or a started trial.
The AI assistant (Benny by default — you can rename it) ties it all together. With the right feature switched on, you can ask it to draft and send email to specific members straight from the chat. It always shows you a preview of exactly who will receive what, and nothing goes out without your explicit yes.
Built-in safety for your members
Every sending channel respects your members' choices. Members who have blocked communication or opted out of marketing are excluded automatically, recipient lists are deduplicated, and assistant sending has hard limits (at most 20 recipients per send and 100 emails per day). Bulk email broadcast sending is switched off by default until it's enabled for your account, so you can build everything safely before a single email goes out.
Finally, set up your own sender domain under Settings → Domain & email so messages arrive from your brand's address instead of the platform's — it's a one-time setup that improves both trust and deliverability.
Good to know
- Start with the unified inbox habit — fast replies to comments and messages are one of the strongest retention levers you have.
- Save any email you send more than once as a template so the wording stays consistent.