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Customer Service Emails

Rachael Norris
Rachael Norris
  • Updated

Customer Service Emails, sometimes referred to as Transactional emails, are known as System Emails in Spektrix. 

Customer Service emails can only include information that is necessary to the customer as part of the transaction. This can include information such as delivery details, order confirmations, or event cancellation messages. 

Marketing content advertisements, promotions, marketing messages, offers, upsells or newsletter sign up requests should not be included in Customer Service Emails.

WARNING: Using a Customer Service email to send out marketing content is a compliance violation.

 

Is consent needed?

The legalities around sending customer service emails are different depending on your region:

  • In the UK and Ireland, customer service emails do not require Explicit consent or a Soft opt in under GDPR and Data Protection laws.
  • In Canada, customer service emails do not require Express or Implied consent under Canadian Anti-Spam Legislation.
  • In the US, consent is not required to send customer service emails.

WARNING: It is your responsibility to ensure that your organisation operates in a way that complies with laws and regulations in your country.

 

What can be included in Customer Service Emails?

As consent is not required, the type of information you can send out in Customer Service emails is limited. 

You can only use these emails to send out information directly related to the customer’s transaction. This can include information such as:

  • Password reminders and resets
  • Order confirmations
  • Shipping / delivery notifications
  • Cancellation messages
  • Important changes to Event information (such as re-seating or cast changes)
  • Other non-marketing messages

System Emails are sent out through Spektrix (not in Dotdigital). 

 

What can’t be included in Customer Service Emails?

Using Customer Service emails to deliver marketing content is a compliance violation. These emails must remain strictly informational and transactional. 

Do not include any of the following in Customer Service emails:

  • Advertisements for events not directly related to the booking
  • Promotions for merchandise, memberships, donations, or special offers
  • Marketing messages about additional facilities or activities (e.g., bars, restaurants)
  • Requests to sign up for newsletters or other marketing communications

Furthermore, the following features should not be included in any Customer Service emails:

  • RSS feeds
  • Sharing Blocks
  • Social links
  • Dynamic content
  • External dynamic content
  • Liquid markup blocks
  • Forward to a friend link
  • View in browser link
  • Double opt-in link

REMINDER: Using a Customer Service email to send marketing content is a compliance violation.

 

System Emails

System Emails which are sent from Spektrix include:

To learn more about Customer Service emails in Spektrix, read our article on System Emails.