Birrdi allows you to communicate with customers through Messages, Announcements, Triggers, and membership or league welcome emails.
These communications appear inside the customer's Birrdi account and can also be delivered by email.
If a customer says they haven't received an email, follow these steps to understand how delivery works.
1. Understand the Difference Between Messages and Emails
Whenever you send a message through Birrdi, the message is saved inside the customer's Birrdi Messages tab.
Customers can view their messages by signing in at:
Email notifications are an additional delivery method.
This means a customer can still receive and read a message inside Birrdi even if no email was sent.
2. Check Whether Email Delivery Was Enabled
When sending most types of messages, Birrdi provides an option to send an email notification.
Message Type | Email Setting | Default |
New Message | Send an email notification | On |
Message Reply | Send email | On |
Announcement | Send an email notification | On |
Trigger | Email Delivery → Send an email notification | On |
If email delivery is disabled, the message is delivered inside Birrdi only.
For triggers, you can change this setting by:
Opening Menu → Triggers.
Selecting the trigger.
Finding Email Delivery.
Enabling Send an email notification.
Clicking Save.
Changes to trigger Email Delivery settings also apply to pending trigger messages that haven't been sent yet.
3. Check Whether the Customer Has an Email Address
Birrdi needs an email address on the customer's profile to send an email notification.
To review the customer's information:
Navigate to Customers.
Search for the customer.
Open their customer profile.
Check whether an email address is available.
If the customer has no email address on file, they can still receive messages inside their Birrdi account, but an email notification cannot be sent.
4. Check Whether the Customer Has Unsubscribed
Every Birrdi message email includes an unsubscribe link.
Customers can choose to stop receiving message emails from your business at any time.
When a customer unsubscribes:
They no longer receive message emails from your business.
They continue to receive messages inside the Birrdi app.
If a customer has unsubscribed, you'll see a red banner in their conversation stating:
"This customer has unsubscribed from emails"
Operators cannot manually re-subscribe customers through Birrdi Admin.
Important: Unsubscribes Apply Across Message Types
When a customer unsubscribes from your business's message emails, that preference applies to:
Individual message emails.
Announcement emails.
Trigger emails.
It doesn't prevent them from accessing messages in their Birrdi account.
5. Understand the 10-Minute Email Limit
To prevent customers from receiving too many emails during an active conversation, Birrdi limits email notifications to one email per conversation every 10 minutes.
Example
2:00 PM: You send a message and the customer receives an email.
2:03 PM: You send another message in the same conversation.
2:05 PM: You send a third message in that conversation.
The customer receives the first email, but the subsequent messages won't each generate additional emails within that 10-minute window.
All messages still appear inside the Birrdi Messages tab.
Note: This limit applies per conversation, not across every conversation with the customer.
6. Understand What the Customer Receives
When email delivery is enabled and the customer is eligible, the email contains:
From: [email protected]
Subject: "{Your business name} sent you a message"
Body: Your message, including supported formatting and links.
View Message: A button linking to the customer's Birrdi conversation.
Unsubscribe: A link allowing the customer to opt out of future message emails.
The email sender and subject cannot be customized.
Customers should use View Message to reply inside Birrdi rather than replying directly to the email.
7. Check the Customer's Message History
If you're unsure whether Birrdi sent the message:
Navigate to Customers.
Open the customer's profile.
Click the Messages tab.
Find the relevant conversation.
If the conversation appears, the in-app message was created.
You can also open Menu → Messages to review the full conversation.
Important: Seeing a message in the conversation confirms in-app delivery, but doesn't necessarily mean an email notification was sent.
8. Ask Customers to Check Their Spam Folder
If email delivery was enabled and the customer has an email address on file, ask them to check their spam or junk folder.
They can search for emails from:
They should also confirm that they're checking the same email address associated with their Birrdi customer profile.
Email Delivery Checklist
If a customer isn't receiving emails, verify the following:
Email Delivery was enabled.
The customer has an email address on file.
The customer hasn't unsubscribed.
The message wasn't suppressed by the 10-minute per-conversation email limit.
The email isn't in their spam or junk folder.
For triggers, the trigger actually ran and the message appears in Birrdi.
If everything appears correct and email notifications still aren't arriving, contact [email protected] for assistance.
Customers Can Always Access Their Messages in Birrdi
Even when email delivery is unavailable or disabled, customers can continue to access their conversations by signing in to:
This helps keep communications accessible in one place, independent of email notifications.