Clear, timely communication with families is essential—and we know that managing messages from multiple systems can lead to confusion. With our new Custom Outbound Emails feature, you can now send email messages directly from within a case in Parting Pro, independent of forms, contracts, or proposals.
This gives your team more flexibility and helps create a smoother, more professional experience for families by keeping everything in one place.
Important note: At this time, this is a one-way outbound communication tool. While recipients can reply to the emails you send, their replies will not appear in the case in Parting Pro. Replies will go to the inbox of the case manager's email client - just like replies to forms or proposals currently do.
📧 Emails Tab
Once your account has Custom Emails enabled, you’ll notice a new Emails tab inside every case—both new and existing. It appears right between the Proposal and Tasks tabs.
📝 Composing a New Message
When you first open the Emails tab in a case, you’ll see the Compose new message section. Here, you can:
Choose or edit the recipient's email address
Select the template you'd like to use
Edit the subject line
Customize the email body
Attach any relevant files
Preview and send the message
Choosing a Recipient
The Recipient email dropdown lets you either select someone already listed in the case or enter a new email address manually.
Selecting a Template
Begin customizing your email by selecting a template from the Template dropdown. (Read more about managing templates here)
Once you select a template, the email subject, body, and attachments will be updated to reflect that saved template.
You can further customize the subject and email body as needed for each individual email.
Subject + Email Body
Both the subject line and email body are fully editable. You can write in plain text or use formatting like bold, italics, bullet points, and links (including styled buttons). The editor also pulls in any field mapping tags that were added in the template, so you can automatically include relevant case details. Be careful not to edit these tags, as doing so can disrupt the data auto-population.
Adding Attachments
Click the paperclip icon to upload files, or drag and drop them into the attachment area. Supported file types include PDFs, images, and Word documents (up to 10MB per file).
Review and Send
Once your message is ready, click Review and Send. A preview window will open so you can see how the email will appear to the recipient.
If everything looks good, click Send to deliver your message. You’ll see a confirmation popup once it’s been successfully sent.
📤 Message History
After your first email is sent, a Message history section will appear above the message composer. This keeps a running log of all custom emails sent in the case.
Each message entry includes:
Recipient's email address
Subject line
Date and time
Email content (click to expand)
Delivery status
Viewing Email Content
Click the arrow icon 🔽 on any message to expand it and view the full email content and any attachments. Click the arrow again 🔼 to collapse it.
Resending Emails
Need to resend a message? Use the Actions button next to any email and select Resend email. That’s the only available action, since custom emails don’t have automated reminders linked to them.
⚠️ What Happens When an Email Bounces?
If an email address is invalid or can’t be delivered, you’ll see a bounce warning after the page refreshes.
Click the change the recipient address link to open a modal window, where you can update the email and resend it immediately.
Let us know if you’d like this feature enabled for your team!