Emails are an effective way to communicate with and engage your users through targeted, automated messages. This article explains how emails work within Journeys and how you can manage and customize them as a Manager or Admin.

What Are Emails?

Emails are messages sent directly to users' email inboxes to provide important updates, reminders, and encouragement to take specific actions. They help keep users informed and engaged even when they're not actively using the application.

In CommuteHub, emails are delivered as part of Journeys—automated communication flows designed to guide and engage users over time. For a complete overview of how Journeys work, check out our dedicated Journeys Help Center article.

In-app notifications and push notifications are designed for brief, immediate updates delivered within the app interface or directly to the user’s device. In contrast, email is the better choice for comprehensive information, allowing for longer-form content that users can refer back to in their inbox at any time.

Emails & Journeys

Emails are part of automated Journeys. CommuteHub provides preconfigured Journeys that are ready to use and can be customized to fit your organization's needs.

Important to note:

• Not all Journeys include emails—some may use in-app or push notifications instead
• Only Managers or Admins have permission to enable, disable, and customize Journeys
• A Journey must be enabled in order for emails to be sent
• Emails may be sent to all users or specific networks configured in the Target Networks tab

How to Access Emails

Follow these steps to access emails:

1. Log into the Management Dashboard
2. Click "Journeys" in the left sidebar
3. Select one of the preconfigured Journeys from the list
4. Stay on the Overview tab (the default view)
5. Use the toggle in the upper-right corner to enable the Journey
6. Click on individual steps within the Journey to customize messages

Customizing an Email

Let's use the Trip Log Reminder Notification Journey as an example. Here's how to customize the email step:

Step 1: Select the Email Step

Click on the email step, which is marked with an email icon.

Step 2: Customize the Fields

You'll see three editable fields. Here's what each one does:

Category

• We recommend keeping the default category
• The category helps organize and classify the type of communication being sent

Subject

• This is the email subject line that appears in users' inboxes
• Best practices:
  • Keep it clear, short, concise, and relevant to the message content
  • Example: "Reminder: Log Your Recent Trips"

Body (HTML)

• This is the main content of your email
• The body field uses HTML formatting, allowing you to create professional, branded email messages
• You can customize:
  • Layout and structure
  • Branding elements (colors, logos, fonts)
  • Links and buttons
  • Text formatting (bold, italics, headings)

☝️Be careful when editing HTML to avoid formatting issues. Always check everything in the preview.

Step 3: Save Your Changes

Once you're satisfied with your customizations, click the blue "Save" button at the top of the page. Your changes will be applied immediately to the Journey.

If you have questions or run into any issues while setting up emails, our support team is always happy to help.